If Your ServiceNow Feels Like Just Another Ticket System, Read This

I’ve walked into quite some large enterprises and Global Business Services (GBS) organizations lately that invested in ServiceNow, expecting transformation. Instead, they built a glorified email system.

They swapped Outlook tickets for ServiceNow tickets. Employees submit requests. Teams process them the same way they always have. Some automation, yes. But not enough to make a difference. The tool changed, but the experience didn’t.

A manager once told me, “We rolled out self-service, but people refuse to use it.” No surprise. The portal was overloaded with forms, boxes, and features. Finding the right request felt like solving a puzzle. Too many clicks, too much friction, not enough clarity.

Self-service adoption stayed low. Frustration grew. Efficiency barely improved.

The Missing Piece: A True Experience Layer

ServiceNow can do much more than track workflows, but that requires an experience layer. It cannot be built by one department alone. I call it the 'Experience Umbrella.'

HR, IT, Facilities, and other support functions must collaborate to create a seamless employee experience. Global Business Services (GBS) is in a unique position to hold all services in one hand, making it much easier to build this experience umbrella effectively. Instead of fragmented ownership across multiple departments, GBS can drive a unified approach to service delivery that employees actually use. If you are not in a GBS environment, you can still create this experience umbrella, but it requires extra effort. The most common issue I’ve seen in ServiceNow implementations is a siloed approach, where different functions implement their own workflows without alignment.

Making It Happen: The Role of the Project Sponsor

In a GBS environment, creating an experience umbrella is not just possible but highly achievable. Building it requires a shift in project organization. The project sponsor must drive alignment across teams and secure buy-in from every function. This is not just about IT rolling out a new tool. It requires defining a shared vision, setting experience-driven objectives, and prioritizing usability over internal structures.

If you are not in a GBS environment, achieving this is still possible, but it takes additional effort. Since services are often split across multiple functions, an extra project stream may be needed to coordinate alignment across departments. The most common issue I’ve seen in ServiceNow implementations is a siloed approach, where different functions implement their own workflows without coordination. You can get it right by ensuring cross-functional collaboration is a priority from the start.

ServiceNow Needs to Work Like an Assistant, Not a Ticket System

Yet, too many implementations fail to:

? Guide users effortlessly – The system should understand intent and provide answers, not drown employees in forms.

? Proactively resolve issues – AI should detect patterns and suggest solutions before a request is even submitted.

? Reduce ticket volume – A well-designed system prevents unnecessary requests by solving problems at the source.

Turning ServiceNow into an Experience Engine

To break free from the 'fancy ticketing system' trap, companies need to rethink how employees interact with internal services. I worked with a company where 30% of tickets were classified as “I couldn't find what I was looking for". That’s not a system problem. It’s an experience problem.

? Design for outcomes, not processes – Automation isn’t enough. The goal is to make work easier.

? Make knowledge findable – Most employees submit tickets because they can’t find answers. Search and recommendations must be seamless.

? Differentiate request types – Not everything belongs in self-service. Payroll discrepancies? Complex HR cases? These need human support. Routine IT or facilities requests? Automate them. Ensure critical requests are easy to find.

? Simplify interactions – If submitting a request feels like work, employees will avoid it. Remove friction.

ServiceNow Should Work for People, Not the Other Way Around

A well-implemented ServiceNow doesn’t just manage tickets. It prevents them. It streamlines and automates work. It guides employees instead of making them figure out the system.

Ask yourself whether your ServiceNow is truly making work easier or if it has become just another system people tolerate.

Prioritize experience.

About Me

I help organizations transform ServiceNow from a transactional tool into a true experience enabler. With deep expertise in customer and employee experience, digitalization, and service management, I ensure businesses build systems people actually want to use.

If you want your ServiceNow to drive adoption, efficiency, and real value, let’s talk.

Connect with me or send a message to explore how we can fix your implementation.

Want to read more about the Experience Umbrella?

How the Experience Umbrella Reduces Employee Mental Load