The Now Value Framework

Table of Contents:

What is the Now Value Framework?
How does the Now Value Framework benefit me?
The 4 Stages
Real World Example
Key Takeaways
Closing Remarks


What is the Now Value Framework?

This is the engagement methodology that was designed to help accelerate business outcomes. Over the course of thousands of successful digital transformations, ServiceNow developed the Now Value Framework. It includes 4 specific phases to help guide your ServiceNow journey down the path to measurable success.

NOTE: Please see the Customer Success Center for this information and more documentation that can help you maximize your realized value with ServiceNow.


How does the Now Value Framework benefit me?

Depending on your role within the digital transformation journey, you will draw different benefits from the Now Value Framework.

Leadership will be able to understand the value propositions and their measurable values to help them decide to move forward or not. Project Management will be able to tie specific project milestones to measurable value that has been realized. Implementation teams will also be able to see how much value their work is creating for the organization.

Now Value benefits the entire organization because it centers on accelerating value creation. This focus helps remove the uncertainty around your digital transformation because you have the tools, processes and capabilities that you need to be successful. The structures and the collective expertise of the ServiceNow ecosystem help you deliver a coordinated, positive experience.


The 4 Stages


This is where we explore the digital possibilities, determine our value potential using real-world measurements, and then develop our goals, strategy, and implementation plan.

At the end of the Envision phase, we’ll be able to see our total value and our expected payback from each ServiceNow investment and the ServiceNow program. This can help us gain more support for ServiceNow initiatives to deliver our expected outcomes.

By highlighting the benefits realized when current issues and roadblocks are resolved, we can showcase how strategic and organizational objectives will be met and when their value will exceed their cost.

We create our value story by describing our objectives (what we are trying to achieve), the challenges we’re facing in delivering those objectives (why it’s difficult to do today), how we solve the challenges and how ServiceNow can help, and defining the outcomes we’ll achieve and what will be different for the business, after we go live.


In this phase, we seek to leverage ServiceNow leading practices to help us evaluate our adoption readiness and deliver a quality project execution.

This phase includes the implementation work, which can also leverage the Now Create Framework to accelerate your implementation efforts.

Your implementations can be modular and focused on specific efforts, while still using the Now Value Framework to constantly measure and re-measure value along the journey.

During this part of the journey, you can also catch things that may impact what you have captured in the Envision phase that require changes. You can also update your delivery timelines and costs, which will enable you to make more informed decisions throughout the entire delivery process.


During the validate phase, we measure our realized value, review our business outcomes, and, if possible, we benchmark against our peers. By reviewing the KPIs we established in the Envision phase and comparing their baseline data, we can then look at the current KPI data to understand how much success was achieved.

This phase also recognizes the timeline that was established during the Envision phase. For example, a desired outcome could be to reduce calls to the Service Desk by 10% within 6 months. You would take the baseline measurement of Service Desk calls in the first month (Envision), go through the implementation (Create), and then wait for a total of 6 months to elapse to measure and trend the Service Desk call numbers across that 6 month period (Validate).


The last phase of the Now Value Framework has us building our compelling transformation story and its purpose is to grow customer/employee engagement and get positive brand exposure.

With our supporting data from the Envision and Validate phases, we can showcase where we were, what challenges we were facing, what we were desiring to achieve, and then how successful we were, after we completed our implementation and validation timeline.



Real World Example


A larger customer that I once worked with leveraged this framework differently across their different Governance Boards.

During Strategic Governance meetings, Solution Architects would document challenges and desired outcomes, to align them to ServiceNow solutions and KPIs to measure success. A high-level estimate of the effort required was also included and this served as a key factor to answer the “do we explore this further” question. Medium and large initiatives were discussed in this forum and in some cases, the answer was “no budget is allocated for this year” and we were able to park the item for discussion again in the next fiscal year.

During Demand Governance meetings, different business units were able to allocate their budget towards smaller demands. The Now Value framework helped them not just determine to go forward or not with a specific demand, but also how to prioritize the order in which demands were implemented. This allowed the Demand Governance team to not only get the highest value demands into Production the fastest, but it also enabled them to support the overall strategy that was set by the Strategic Governance board.

The Technical Governance board leveraged the Now Value framework by setting implementation guidelines according to a value-based approach. This helped individual implementers use the same decision-making framework and increase the times that the same tools were used (or re-used). This also helped the implementation team decide to implement a custom piece of functionality or not. Key factors like reusability in other areas, multiple demands, or simply meeting compliance and audit requirements ensured that solutions were implemented in a sustainable fashion.

Finally, if an initiative was large enough or demonstrated enough value, then the value story process was expanded. Multiple value stories were created, with a focus on different audiences. This enabled the Champion phase to be showcased in more areas of the organization, with more relevant content and a more targeted communication style.

Value Stories

One value story would be created, with Leadership (the C-Suite) as the audience. This presentation covered things at a high level and also showed the connection between the initiative and the overall organization’s strategic direction that goes beyond the ServiceNow strategy itself. It also covered capability map updates, if they changed for the organization. Data presented in this story was focused on financial investments (without a detailed breakdown), cost savings, and/or impacted risk management.

A second value story would be created, with middle management (Directors and Managers) as the audience. This presentation covered detailed reviews of the implementation efforts and the results achieved, as they applied to the specific team members. For example, by implementing self-service updates via ServiceNow’s Virtual Agent, the organization’s Service Desk Agents were able to save an average of 1.5 hours of effort for each person every day. This time was re-allocated to clearing the entire backlog of incidents and requests and now has delivered the outcome of meeting 100% of target SLAs with the business.

A third value story would be created, with Project Management and Portfolio Management interested/involved parties as the audience. This presentation covers project milestones, their underlying supporting data, investments, and the value delivered by achieving the milestone(s). This also included a high-level project status update. There was a wider audience that was project-specific, so the audience spanned across the entire organizational hierarchy.


By implementing the Now Value Framework, this organization saw shorter Demand Governance execution timelines reduced, alignment between the ServiceNow investment and the organizational strategic direction, reduced technical debt and upgrade efforts through a standardized technical governance approach, and maximized value realization through the ServiceNow platform because there was a value-based prioritization method that put the highest-value deliverables at the top of the implementation list.


Key Takeaways

  1. The Now Value Framework enables you to define your challenges, understand your desired outcomes, tie them to a KPI, and then build a success story to help showcase the value realized from each of your solutions.
  2. This framework can be applied to any size of demand from adding a field on a form to a full-scale product implementation.
  3. Now Value supports all forms of Governance: Strategic, Demand, and Technical.
  4. The efforts spent training this out across your organization will be returned in reduced efforts over time.


Closing Remarks

The Now Value Framework provides you with prescriptive guidance to enable you to define your challenges, outline your desired outcomes, tie things to measurable KPIs, and then build a sharable story that showcases your success.

It can help with all parts of your governance (Strategic, Demand, and Technical) to help you quickly determine if you want to move forward or not and with prioritization.

This is a worthwhile investment for any size of organization because it accelerates your decision-making, prioritization, and helps you define and showcase your success story.

Now Value’s purpose is to ensure that you get the most value from your ServiceNow investment, as quickly as possible.

Date Posted:

June 12, 2024

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