HR Software: ServiceNow
Products Implemented: CMDB, RPA, Discovery
Company Size: 10 – 20k Employees / Industry: Manufacturing
Regions in Scope: Asia Pacific & Japan,Europe, Middle East & Africa,Latin America,North America
Level of Complexity: 6
Reviewer Role: Project Team Member
Project(s) in Scope: Initial deployment (Phase 1),Add-on deployment (Phase 2, and not in the original SOW),Optimization / Ongoing support services
Systems Expertise 3 out of 5
Implementation Process 2 out of 5
Responsiveness 3 out of 5
Quality of Consultants 3 out of 5
Flexibility / Adaptability 3 out of 5
SPEED & COST
Speed vs. Expectations: 1.25x the time we expected
Cost vs. Expectations: 1.25x cost budgeted
SCOPING ACCURACY:
How well did your implementation partner scope the work and understand your needs during the pre-sales process?
Partner under-quoted the project and we had multiple change orders
Was the implementation team who actually performed the work the same team that was proposed?
Slight change in team
What “Lessons Learned” would you provide to others implementing with this partner / software? What else would you tell us about your project experience?
Better due diligence, better scoping