ServiceNow Capabilities
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Why You Need an IT Communications Plan An IT Communications Plan lays out your strategy for aligning the business to the vision of your IT project and communicating the value you create to different target audiences. It’s critical for earning trust, managing expectations, and driving engagement and collaboration. How to Develop Your Plan Step 1: Define What Needs to be Communicated Step 2: Set Clear Objectives Step 3: Identify and Define your Target Audiences Step 4: Create an Overarching Message For Each Audience Step 5: Select the Most Appropriate Communication Methods Step 6: Develop a Detailed Timeline Step 7: Implement the Plan Step 1: Define What Needs to be Communicated Who are your different stakeholders? What needs to be communicated to them? And at what point during the project? What are you changing? When are you changing it? Why are you changing it? How will this change impact people’s day-to-day? How will this change impact different user groups in different ways? People resist change when they don’t know the impact the change will have on them. By communicating early, consistently, and clearly, you will drive engagement and collaboration. Build an IT Communications Plan in 7 Steps
Transcript of ServiceNow Capabilities
ServiceNow Capabilities and Offerings
§ DUNS No: 008445397§ CAGE Code: 3FPN6§ SAM (CCR) Registered§ NAICS Codes:
§ Primary: 541519§ Secondary: 511210, 541511,
541512, 541513
Procurement Vehicles:§ GSA Schedule 70 (GS- 35F-0414R,
March 15, 2015 – March 14, 2020)§ Department of the Treasury/Internal
Revenue§ Service (IRS) BPA (TIRN O-17-Z-00027
August 3, 2017 – August 2, 2022)§ SEWP V Contract Subcontractor under
Groups A, C, and D§ GSA Alliant Subcontractor§ Various State contracts through teaming
Recent Recognition
2019
More About Intact
Systems Integrators:Ace Info Solutions, Computer Sciences Corporation (CSC) (now Perspecta), CSRA International, ECS Federal, HP Enterprise Services/DXC/ Perspecta, GDIT
2019 (#23) & 2018 (#29) 2020 2018 2019
For more information about our approach and services visit, www.intact-tech.com or contact us at________
Service Management
Operations Management
Incident Management
ProblemManagement Change
Management
Asset Management
Discovery
Service Mapping Orchestration
EventManagement
Catalog �Knowledge � Notifications � Reporting � Surveys � Integration � Workflow � Search � Mobile � Entitlements
ServiceNow Modules We SupportWhy You Need an IT Communications Plan
An IT Communications Plan lays out your strategy for aligning the business to the vision of your IT project and communicating the value you create to different target audiences. It’s critical for earning trust, managing expectations, and driving engagement and collaboration.
How to Develop Your Plan
Step 1: Define What Needs to be Communicated
Step 2: Set Clear Objectives
Step 3: Identify and Define your Target Audiences
Step 4: Create an Overarching Message For Each Audience
Step 5: Select the Most Appropriate Communication Methods
Step 6: Develop a Detailed Timeline
Step 7: Implement the Plan
Step 1: Define What Needs to be Communicated
Who are your different stakeholders? What needs to be communicated to them? And at what point during the project?
What are you changing? When are you changing it? Why are you changing it? How will this change impact people’s day-to-day? How will this change impact different user groups in different ways?
People resist change when they don’t know the impact the change will have on them. By communicating early, consistently, and clearly, you will drive engagement and collaboration.
Build an IT Communications Plan in 7 Steps
ServiceNow Capabilities and Offerings
§ DUNS No: 008445397§ CAGE Code: 3FPN6§ SAM (CCR) Registered§ NAICS Codes:
§ Primary: 541519§ Secondary: 511210, 541511,
541512, 541513
Procurement Vehicles:§ GSA Schedule 70 (GS- 35F-0414R,
March 15, 2015 – March 14, 2020)§ Department of the Treasury/Internal
Revenue§ Service (IRS) BPA (TIRN O-17-Z-00027
August 3, 2017 – August 2, 2022)§ SEWP V Contract Subcontractor under
Groups A, C, and D§ GSA Alliant Subcontractor§ Various State contracts through teaming
Recent Recognition
2019
More About Intact
Systems Integrators:Ace Info Solutions, Computer Sciences Corporation (CSC) (now Perspecta), CSRA International, ECS Federal, HP Enterprise Services/DXC/ Perspecta, GDIT
2019 (#23) & 2018 (#29) 2020 2018 2019
For more information about our approach and services visit, www.intact-tech.com or contact us at________
Service Management
Operations Management
Incident Management
ProblemManagement Change
Management
Asset Management
Discovery
Service Mapping Orchestration
EventManagement
Catalog �Knowledge � Notifications � Reporting � Surveys � Integration � Workflow � Search � Mobile � Entitlements
ServiceNow Modules We Support
Here’s a sample chart to begin:
Project Phase What to Communicate Communication Goal
Budgeting Goals Establish TrustControl Expectations
Selection Problem StatementChoices Get Buy-In
Planning Roadmap Align Stakeholders
Kickoff Timeline and Effort RequiredPersonal and Organizational Benefits
Build Enthusiasm and Momentum Among Stakeholders
Design Options Reduce Choices and Stress
Implementation
What has been completedPersonal BenefitsEnablement
Build Enthusiasm and Momentum Among Target Audiences
Training EnablementTraining Guides
Excite UsersReduce Fear of the UnknownEnable People to be Excellent
Go-Live Benefits Avoid Feeling of False Completion –Lay Out the Plan for What’s Next
Step 2: Set Clear Objectives
These objectives will articulate for your team how communication will add value to your project.
• What organizational and cultural challenges will this Communications Plan help you overcome?
• What do you want people saying about you and this project after the project is over?• What will success look like?
Build an IT Communications Plan in 7 Steps
When creating your plan, also consider the following:
• Situation Assessment: Where are you now? What are you trying to do?• Visioning: Why are you working on this project? • Goal Setting: Where do you want to be? • Strategy Development: How do you get there?
ServiceNow Capabilities and Offerings
§ DUNS No: 008445397§ CAGE Code: 3FPN6§ SAM (CCR) Registered§ NAICS Codes:
§ Primary: 541519§ Secondary: 511210, 541511,
541512, 541513
Procurement Vehicles:§ GSA Schedule 70 (GS- 35F-0414R,
March 15, 2015 – March 14, 2020)§ Department of the Treasury/Internal
Revenue§ Service (IRS) BPA (TIRN O-17-Z-00027
August 3, 2017 – August 2, 2022)§ SEWP V Contract Subcontractor under
Groups A, C, and D§ GSA Alliant Subcontractor§ Various State contracts through teaming
Recent Recognition
2019
More About Intact
Systems Integrators:Ace Info Solutions, Computer Sciences Corporation (CSC) (now Perspecta), CSRA International, ECS Federal, HP Enterprise Services/DXC/ Perspecta, GDIT
2019 (#23) & 2018 (#29) 2020 2018 2019
For more information about our approach and services visit, www.intact-tech.com or contact us at________
Service Management
Operations Management
Incident Management
ProblemManagement Change
Management
Asset Management
Discovery
Service Mapping Orchestration
EventManagement
Catalog �Knowledge � Notifications � Reporting � Surveys � Integration � Workflow � Search � Mobile � Entitlements
ServiceNow Modules We SupportStep 3: Identify and Define Your Target Audiences
Define what a day in the life looks like for each of your target audiences so you can identify how this project will impact each of them in different ways.
• What do they care about most? • How will this change impact their lives?• What channels of communication are available to you to reach each of these
audiences?
The more specific and personal you can be when defining your target audiences, the better.
Step 4: Create an Overarching Message For Each Audience
You need an overarching message to align each audience toward the vision of your project. Different audiences have different pain points and care about different things, so you need to tailor your message accordingly. You will overcome organizational resistance and drive user adoption by showing your coworkers the value your project will bring to them on an individual level.
Step 5: Select the Most Appropriate Communication Methods
What communication methods are available to you? Does your organization have a weekly newsletter? An Intranet homepage? Screens in the elevators? Easels to mount posters? Bulletin boards? An app?
Select the most effective methods of communication available to you based on:
• Timeframe: How much time do you have to communicate your message?• Resources: How many people will be involved in the rollout of this plan?• Budget: What financial resources do you have to use?• Past Performance and Brand Guidelines: What communication methods have been
used at your organization in the past? Which were most effective? Least effective?
By communicating the same information by way of several different channels, you will increase the likelihood your audiences will see your information and it will stick.
Build an IT Communications Plan in 7 Steps
ServiceNow Capabilities and Offerings
§ DUNS No: 008445397§ CAGE Code: 3FPN6§ SAM (CCR) Registered§ NAICS Codes:
§ Primary: 541519§ Secondary: 511210, 541511,
541512, 541513
Procurement Vehicles:§ GSA Schedule 70 (GS- 35F-0414R,
March 15, 2015 – March 14, 2020)§ Department of the Treasury/Internal
Revenue§ Service (IRS) BPA (TIRN O-17-Z-00027
August 3, 2017 – August 2, 2022)§ SEWP V Contract Subcontractor under
Groups A, C, and D§ GSA Alliant Subcontractor§ Various State contracts through teaming
Recent Recognition
2019
More About Intact
Systems Integrators:Ace Info Solutions, Computer Sciences Corporation (CSC) (now Perspecta), CSRA International, ECS Federal, HP Enterprise Services/DXC/ Perspecta, GDIT
2019 (#23) & 2018 (#29) 2020 2018 2019
For more information about our approach and services visit, www.intact-tech.com or contact us at________
Service Management
Operations Management
Incident Management
ProblemManagement Change
Management
Asset Management
Discovery
Service Mapping Orchestration
EventManagement
Catalog �Knowledge � Notifications � Reporting � Surveys � Integration � Workflow � Search � Mobile � Entitlements
ServiceNow Modules We Support
Build an IT Communications Plan in 7 Steps
Then, organize all methods according to their purpose. We recommend separating them in three different categories.• Category 1 – Tactics to communicate updates and gather feedback from
stakeholders• Category 2 – Tactics to communicate vision and steps to get there• Category 3 – Tactics to measure the success of the communication effort while
allowing to adapt and realign when needed
Step 6: Develop a Detailed Timeline
Communication throughout every phase of your project is critical. All target audiences involved must be aware of any changes and/or progress along the way. A strong and detailed timeline will help keep everyone informed and on track.
• When will your project kickoff?• When will you go-live?• How much lead time will you need to develop each piece of communication?• When will you be distributing each of your pieces of communication? With what
frequency?
Step 7: Implement Your Plan
Roll out your Communications Plan when your project begins. Your goal is to support the project by communicating effectively and engaging the audience in a language they understand.
• What are your start/end dates? • How often do you think people need to hear about the progress you are making? Will
you give people continuous updates? • How will you inform them when something takes place? Will you let them know if
something does not go as planned? If so, how?
It is inevitable things will change throughout your project. When they do, you’ll need to reassess your Communications Plan and see if previous methods are still effective.
ServiceNow Capabilities and Offerings
§ DUNS No: 008445397§ CAGE Code: 3FPN6§ SAM (CCR) Registered§ NAICS Codes:
§ Primary: 541519§ Secondary: 511210, 541511,
541512, 541513
Procurement Vehicles:§ GSA Schedule 70 (GS- 35F-0414R,
March 15, 2015 – March 14, 2020)§ Department of the Treasury/Internal
Revenue§ Service (IRS) BPA (TIRN O-17-Z-00027
August 3, 2017 – August 2, 2022)§ SEWP V Contract Subcontractor under
Groups A, C, and D§ GSA Alliant Subcontractor§ Various State contracts through teaming
Recent Recognition
2019
More About Intact
Systems Integrators:Ace Info Solutions, Computer Sciences Corporation (CSC) (now Perspecta), CSRA International, ECS Federal, HP Enterprise Services/DXC/ Perspecta, GDIT
2019 (#23) & 2018 (#29) 2020 2018 2019
For more information about our approach and services visit, www.intact-tech.com or contact us at________
Service Management
Operations Management
Incident Management
ProblemManagement Change
Management
Asset Management
Discovery
Service Mapping Orchestration
EventManagement
Catalog �Knowledge � Notifications � Reporting � Surveys � Integration � Workflow � Search � Mobile � Entitlements
ServiceNow Modules We Support
Template: Communications Plan
Fill out the template below:
For help creating your next IT Communications Plan, contact a member of our
Communications Team:
Emily CookCommunications Manager
Ale InfanteCommunications [email protected]
