ITFM - User Enablement & Change Management​

Business Problem

Even a perfectly implemented ITFM system fails if end-users do not understand new processes or trust the data. Lack of training, communication, and change management leads to incomplete data entry, poor reporting accuracy, and low adoption.​​​

Pre-Conditions

• At least a partial implementation environment ready for hands-on training.​
• Organizational willingness to invest time in formal training and internal communications.​
• Some basic excitement or at least acceptance of the need for improved ITFM.​​​

Common Pitfalls

• Generic training: Failing to tailor sessions for finance analysts, budget owners, executives, etc.​
• Lack of sponsorship: Users see the new ITFM process as optional.​
• Treating change management as “one-and-done”: Not reinforcing new practices over time.​
• No follow-up: Users cannot easily report issues or get clarifications, so adoption drops.​​​​​

Value Journey

• SmartStart: Intro training on cost entries and basic reports -> Simple communications on why cost data must be consolidated -> Identify “champions” in finance and IT for early adoption
• Walk: Role-based training for budget owners, cost approvers, finance managers -> Formal communications plan about new governance, monthly close processes -> Basic knowledge repository (FAQs, guides)​​
• Run: Specialized workshops on forecasting tools, scenario planning, analytics dashboards -> Cross-functional coaching: bridging finance & operational teams -> KPI tracking (e.g., forecast accuracy) to motivate continuous improvement​​
• Fly: Executive-level sessions to interpret ITFM data in strategic decisions -> Culture-building events emphasizing value-based financial discussions -> Ongoing innovation labs or summits to keep users engaged with new features​

Service Offering

SmartStart:

• Introductory Training: Simple instructions for entering costs and reviewing basic reports​
• Light Communication: Email updates or short presentations explaining the importance of unified cost data​
• Champion Network: Identify key people who can guide peers

Walk:

• Role-Based Sessions: Focused training for cost owners, finance staff, approval managers​
• Change Management: Formal plan outlining the communication timeline, success metrics, and user feedback channels​
• Knowledge Base: FAQs, job aids, user guides​

Run:

• Forecasting & Analytics Workshops: Advanced sessions on rolling forecasts, scenario modeling​
• Cross-functional Coaching: Encourage collaboration between IT, Finance, and Business for integrated planning​
• Performance Metrics/Gamification: Tracking forecast accuracy budget variance to spark ongoing improvement

Fly:

• Executive Alignment: Board-level or C-suite workshops interpreting financial data for strategic decisions​
• Value Measurement Training: Educate teams on ROI, TCO, or NPV calculations for major IT investments​
• Continuous Engagement: Hosting periodic “innovation days” or summits to adopt new ServiceNow features

Why Capture?

• Human-Centered Approach: We prioritize behavioral change and user adoption, not just technical rollouts.​
• Role-Tailored Training: Different stakeholders need different levels of detail—we target them appropriately.​
• Long-Term Reinforcement: Our change management does not stop post-deployment; we support ongoing improvements and user feedback.​​​