The Jakarta version of ServiceNow (just released) is huge, with 7 new applications and over 30 "major enhancements" to existing functionality. It's very important for your organization to appreciate, understand, and get ready for this version; as with all SN version releases, you will eventually be required to make the move!
Over the last several months, as I have become aware of the scope of this release, it's become clear that ServiceNow, their Customers, and their Service Partners, all must have a role to play in successfully rolling out Jakarta. Consider that, over the last 3 years, there has been a pattern of growth in ServiceNow offerings, serving the entire enterprise with the "Everything as a Service" model. For the last few releases, we have seen applications directed at the business side of the organization, and that trend is continuing. This trend requires more and different implementation and training - basically a new approach for integration. The new applications and technical capabilities of Jakarta provide enormous potential advantage for customers, but require deep bench strength on the part of Service Partners for deployment.
ServiceNow clearly recognizes this challenge, and is revamping their recommended and required certifications for Service Partners to help provide customers with a successful rollout experience. First, the standard up-and-running implementation process has been entirely rewritten. The previous StartNow process has become SAIF (ServiceNow Adaptive Implementation Framework). To quote ServiceNow:
Within SAIF, the SIM (ServiceNow Implementation Methodology), is a 6-stage SDLC conducted in an entirely Agile framework. This ensures the desired adaptability and optimized results for each unique customer.ServiceNow Adaptive Implementation Framework (SAIF) is ServiceNow’s best practice
delivery approach. By utilizing a framework approach with core components, ServiceNow and our services implementation partners can deliver outstanding services to customers that are standardized, repeatable, and scalable to meet the global demands of the largest and most complex customers.
Customers also need to be proactive and involved to successfully make use of Jakarta's many advantages. ServiceNow has created a Champion program to help with organization change management, which can be a useful adjunct to the customers' other project management activities. See https://community.servicenow.com/docs/DOC-5048 for a helpful communication package for customers.
Service Partners must be in a position to truly help customers who are upgrading, and who may also be purchasing additional applications available in the release. There are seven new applications, and also numerous changes and improvements to previous applications. To this end, ServiceNow is totally revamping its training and certification requirements for Partners, starting now and continuing through the middle of next year. Partners will be able to be certified on a particular product line within ServiceNow: ITSM, ITBM, ITOM, CSM, HR, Security, Platform. In addition, Partners will be required to re-certify every two years, to ensure current knowledge. Partners entering hours on implementation projects with ServiceNow will be required to use certified people to do the work. The goal is to improve the experience that customers have in rolling out and getting value from the platform. As a customer, make sure that your Service Partner is aware of and in compliance with these new guidelines.
With these organizational, training, process and certification improvements, ServiceNow is positioning customers for success with Jakarta and subsequent releases. With the enormous power of the platform, new applications, user experience improvements, and the exciting advent of machine learning, now is the best time to get on board with ServiceNow!
For more information on Jakarta, see release notes here: https://docs.servicenow.com/bundle/jakarta-release-notes/page/release-notes/jakarta-release-notes.html
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