HR Software: ServiceNow
Products Implemented: ITSM, ITOM, PPM, Asset Discovery
Company Size: 100k+ Employees / Industry: Accounting
Regions in Scope: Asia Pacific & Japan,Europe, Middle East & Africa,Latin America,North America,South Asia
Level of Complexity: 9
Reviewer Role: Exec. Advisor/Implementation Lead
Project(s) in Scope: Initial deployment (Phase 1)
Systems Expertise 3 out of 5
Implementation Process 2 out of 5
Responsiveness 4 out of 5
Quality of Consultants 2 out of 5
Flexibility / Adaptability 4 out of 5
SPEED & COST
Speed vs. Expectations: 1.25x the time we expected
Cost vs. Expectations: Exactly what we budgeted
SCOPING ACCURACY:
How well did your implementation partner scope the work and understand your needs during the pre-sales process?
Partner scoped and quoted the work well, but our needs changed during implementation
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?
Mandate repeatable implementation process if implementing in multiple territories. Complete list of required materials for implementation, use them as “co-pilot” and not driver. Leverage resources and capabilities, however use in house talent to understand business change required.