Are you a small, mid-sized, or large-sized company looking to move your business to ServiceNow? Then, you are already thinking on the right track! ServiceNow isn’t merely a platform but a significant step toward driving a strategic transformation.
Yet, as many companies do, you shouldn’t just roll out the platform and expect it to deliver remarkable outcomes. Instead, you must go beyond that and measure how successfully you’ve implemented the platform.
However, precisely, what parameters or KPIs (Key Performance Indicators) should you consider while quantifying the success of ServiceNow implementation?
As one of the trusted ServiceNow consulting companies, we often see companies struggling with this part. Thus, we’ve created this blog to highlight ten key KPIs that will serve as a baseline to help you measure your implementation success.
Even a great and well-implemented system fails if the intended users don’t use it. Thus, you must measure how well your users have adopted ServiceNow and also adapted to it.
While determining the user adoption rate, you should measure the percentage of licensed users logging in or completing core workflows within a particular period.
You can monitor and measure the adoption by function (HR, IT, facilities, etc.) to identify low uptake and customize training programs to increase user adoption.
This parameter or KPI helps you determine how efficiently ServiceNow is handling day-to-day service requests like workstation setup, access requests, etc.
While evaluating this KPI, you must count the average time from request submission to resolution. A downward trend denotes streamlined workflows and more satisfied users.
Mean Time to Resolution (MTTR) is the average time ServiceNow requires to resolve an incident from the moment the user has reported it.
A lower MTTR signifies that ServiceNow is enabling quicker diagnosis, more efficient workflow routing, and better team collaboration. It also means ServiceNow is helping you directly curtail service disruptions and downtime.
Repeated back-and-forth and multiple system interactions can frustrate users and reduce their productivity. This is where determining the first-time fix rate steps in. While measuring ServiceNow implementation success, it also impacts crucial factors like user satisfaction and efficiency.
Determining the first-time fix rate helps you measure how well ServiceNow resolves user issues in the first interaction. It includes measuring the percentage of incidents resolved in the first response or engagement.
Missing SLAs erode trust. Hence, you must also check whether the implementation complies with the prescribed SLAs. This involves measuring the percentage of requests, cases, or incidents completed within the stipulated SLA window. However, additionally, you must track the number of SLA breaches by teams to identify systemic gaps.
Moving to ServiceNow often involves replacing legacy systems.
This is a significant change that can directly impact the purpose of migrating to ServiceNow and business objectives.
Therefore, you must know if the changes have been effective and low-risk.
Assessing this KPI involves determining the percentage of chains implemented without causing rollbacks or incidents.
This KPI helps you calculate the total cost of operating your service desk divided by the number of tickets or requests you handle.
Measuring this matters a lot. It is because saving costs through automation and efficiency is one of the core reasons companies choose to move to ServiceNow.
Therefore, a lower cost per ticket denotes a higher return on your investment.
Shifting the workload from manual to self-service is one of the motivators for companies to migrate to ServiceNow.
It is a crucial KPI, which you calculate through the percentage of user requests resolved via the knowledge base, portal, or virtual agent without escalations.
A higher self-service deflection rate must lead to a lower manual overhead and cost per ticket.
This involves determining the percentage of accurate, complete, and updated Configuration Items in your CMDB.
Now, this KPI matters because the CMDB is your single source of truth. Highly accurate data ensures reliability for all the linked processes. It also provides a robust and trustworthy foundation for compliance and strategic decision-making.
As a decision-maker, you eventually care more about the dollars ServiceNow helped you save. So, the question you must ask yourself is whether the implementation paid off.
You can calculate your RoI through cost savings from reduced manual effort, downtime, and number of escalations. Additionally, it should include calculating the ratio of net benefits to total implementation and running costs.
Choose Diacto Technologies. We are one of the trusted ServiceNow consulting companies with an array of managed SOC services and comprehensive ServiceNow support.
We work with a diverse clientele that includes IT management companies, alongside many others whom we’ve helped implement ServiceNow and reap tangible benefits.
Our consultants and implementation experts work as a team to help you create a healthy ServiceNow ecosystem that stays on track and yields remarkable outcomes!
Would you like to learn more about our proposition? Please email us at info@diacto.com.
