OCM & The Human Side of Transformation

ServiceNow is designed to optimise, automate, and centralise work. These changes impact roles, responsibilities, and department-level processes. Without OCM, the risk of a project failing to meet its intended business value is drastically high. 

OCM is the discipline that:

1. Secures Adoption: It addresses the "What's In It For Me?" question. By focusing on stakeholder engagement and clear communication, OCM builds the awareness and desire necessary for users to want to adopt the new platform, not just be forced to use it.
2. Mitigates Resistance: Transformations often fail due to user resistance or "change fatigue." OCM proactively assesses change impact, identifies key resistors, and tailors training and communication to bridge the gap between the current state and the optimised future state.
3. Ensures Value Realisation: A perfectly configured platform is worthless if employees revert to old habits. OCM ensures that the new, automated processes are understood, used correctly, and reinforced long after the Go-Live date. This sustained behaviour change is the only way to unlock the planned Return on Investment (ROI) and deliver true operational excellence.

In short, OCM prepares your organisation for the solution, guaranteeing that the technological investment in ServiceNow delivers the intended business transformation.