What's in this Success Playbook

This Success Playbook will help you build an end-to-end process to implement effective value management for your ServiceNow investments, including:

• How to plan and define the value you expect to realize from your ServiceNow investments
• How to measure value to inform strategic decision-making
• How to communicate effectively about value to all key stakeholders

Key takeaways

The most important things to know

For value management to be effective, you need to embed explicit business value definitions in your planning, metrics, communications, and frontline decision-making. When you invest in this discipline and apply organizational change management (OCM) processes, you can make sure everyone in your organization has the insight they need to make decisions based on a clear analysis of business value.

The payoff of getting this right

Customers who commit to value management as a discipline realize greater return on their ServiceNow investments—because they have clear and explicitly defined measures of business value to guide decision-making across the organization.

Steps covered

Step 1: Define your strategic approach to value management

• Make your strategic governance function aware of the investment needed to support each component of value management from measurement to OCM.
• Don’t oversimplify your definition of value or confuse it with performance management.

Step 2: Build a scalable and transparent process to track value

• More metrics does not equal better metrics. Stay focused and aim for no more than three metrics at each level of analysis (business outcome, process outcome, and process step) so that teams can stay focused.
• Build consensus on business-smart goals for your outcome metrics rather than focusing on being perfect.
• Don’t just rely on numbers—tell the story of how you’ve captured value.

Step 3: Build a targeted strategy to communicate value

• Tailor your messaging to your stakeholders’ roles, and the actions they need to take.
• Challenge misconceptions, and build trust in your communications.

Step 4: Make your decision-making value driven

• Optimize the value you get from your current investments first.
• Define criteria to evaluate the effectiveness of your value management program.