ITOM - User Enablement & Change Management​

Business Problem

Poor user training and change management lead to adoption failure, inefficiencies, and diminished ROI.​​​​

Pre-Conditions

• Leadership support for change​
• Defined roles for training and enablement​​​​

Common Pitfalls

• Ineffective communication​
• Poor post-implementation support​​​​​​

Value Journey

• Change Readiness Assessment: Identify barriers and training needs.​
• Communication Strategy: Effective messaging to stakeholders.​
• Training & Self-Service: User-specific, practical training modules.​
• Adoption Monitoring: Gather and act on user feedback.​
• Continuous Reinforcement: Ongoing user support and education.​

Service Offering

• Change Impact Assessment: Conduct assessments to identify potential barriers to adoption, user resistance, and necessary organizational shifts.​
• Communication Strategy Development: Create structured communication plans, proactive stakeholder engagement, and targeted messaging around benefits and changes.​
• Role-Based Training Programs: Implement interactive and tailored training solutions, including virtual, classroom-based, and self-paced learning resources.​
• Self-Service Knowledge Management: Deploy comprehensive self-help resources, AI-powered chatbots, and knowledge bases directly accessible within ServiceNow.​
• User Adoption Tracking: Continuous monitoring of platform adoption metrics, user feedback collection, and prompt resolution of adoption barriers.​
• Continuous Engagement & Support: Proactive post-implementation support, frequent training refreshers, tips, and communication to reinforce adoption continuously.​

Why Capture?

Our structured approach ensures confident user adoption, maximizing productivity and platform effectiveness from day one.​​​​