1. User Readiness Worksheet Template

2. This template is designed for you to assess the users readiness to adopt changes you are proposing with the ServiceNow implementation. It is recommended that you complete this per process change. Built in PPT it can also be utilized as a presentation to leaders to highlight the assessment and actions to ensure adoption. Page 3 – Outline of what was assessed for each group Page 4-8 – Detailed outline per focus group

3. List project name or process name that assessment is associated to
Execution for Success
Risk Assessment
1 low 5 high
User Incentive: What is in it for the users? What problems are solved?
Communication: What message do we need to communicate to each user group?
Inform: What does each user group need to know to adopt the changes? What’s different?
Training: What activities will we execute to ensure adoption at go-live?
Retention: What activities will we execute to ensure long term adoption?

4. Example: Service Catalog – Introducing Self-Service
User Incentive: What is in it for the users? What problems are solved?
Risk Scale 1-5
End-user/Requester:
Fulfiller/Provider:
Management/Approver

5. Example: Service Catalog – Introducing Self-Service
Communication: What message do we need to communicate to each user group?
Risk Scale 1-5
End-user/Requester:
Fulfiller/Provider:
Management/Approver

6. Example: Service Catalog – Introducing Self-Service
Inform: What does each user group need to know to adopt the changes? What’s different?
Risk Scale 1-5
End-user/Requester:
Fulfiller/Provider:
Management/Approver

7. Example: Service Catalog – Introducing Self-Service
Training: What activities will we execute to ensure adoption for go-live?
Risk Scale 1-5
End-user/Requester:
Fulfiller/Provider:
Management/Approver

8. Example: Service Catalog – Introducing Self-Service
Retention: What activities will we execute to ensure long term adoption?
Risk Scale 1-5
End-user/Requester:
Fulfiller/Provider:
Management/Approver

9. Thank you
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