Strategy for the Now Blog…

In the fast-paced world of enterprise IT, speed and adaptability are critical to success. ServiceNow implementations are no exception lengthy, monolithic rollouts often lead to missed requirements, user frustration, and costly rework. By applying Agile principles to ServiceNow development and deployment, teams can deliver value faster, adapt to evolving needs, and build solutions that users actually love.

Six Sigma’s DMAIC (Define–Measure–Analyze–Improve–Control) framework has long been the gold standard for eliminating defects and improving quality. While it originated in manufacturing, its data-driven rigor translates perfectly into optimizing enterprise digital workflows. In my experience with ServiceNow, DMAIC provides a disciplined roadmap for reducing variability, improving service delivery, and embedding a culture of continuous improvement.

Lean manufacturing taught us to maximize customer value while minimizing waste. In my experience implementing ServiceNow, I’ve found these same Lean principles can revolutionize digital workflows. By treating every unnecessary step, delay, or duplicate effort as waste, organizations streamline processes and deliver faster, smoother services. Let’s explore how Lean’s waste elimination concepts – from value stream mapping to Kaizen – apply to optimizing ServiceNow-driven workflows.

Gene Kim's "The Phoenix Project" revolutionized how organizations think about IT operations and DevOps. But its lessons extend far beyond software development—they're fundamental to successfully adopting ServiceNow technology.