The Crossfuze Way: The 80/20 Rule of ITAM Success

A key ServiceNow best practice is to stay aligned with out-of-the-box functionality whenever possible. It’s advice worth listening to. When organizations over-customize, projects get expensive, upgrades become painful, and the platform’s real value gets lost in complexity.

But “staying out of the box” isn’t just about limiting technical configuration—it’s about empowering people and processes. That’s why enablement is the key ingredient in every successful ITAM Crossfuze project.

Let's dive in to the 80/20 rule: success is 80% process and 20% technical. ServiceNow provides the technical foundation, but what makes it work is process clarity, governance, and user adoption. Without enablement, even the cleanest implementation risks becoming underutilized.

As the Practice Lead for HAM and SAM here at Crossfuze, I put enablement at the center of our approach. That means:

• Training and knowledge transfer throughout the project, not just at the end.
• Process workshops to align technology with business goals.
• Governance and ownership models so roles and responsibilities are clear from day one.
• Change management support to help people adopt new workflows with confidence.

The result? By the time go-live arrives, the customer isn’t dependent on us—they’re the experts. They understand not just how ServiceNow is configured, but why it was set up that way and how to maintain and evolve it. Enablement builds confidence, drives adoption, and maximizes ROI. 

So yes, when possible, follow ServiceNow’s advice: stay close to out-of-the-box. But also remember that real transformation doesn’t come from configuration—it comes from people who are equipped and confident in using the platform. That’s how ServiceNow goes from being “just another tool” to becoming the backbone of smarter, more efficient operations.