6 Most Common ServiceNow App Engine Implementation Pitfalls

ServiceNow App Engine is a powerful platform that allows organisations to automate workflows and create custom applications. However, implementation can come with challenges that could negatively impact the success of the project and generate extra costs for your organisation.

Let’s have a look at the most common pitfalls:

1. Lack of clear requirements

Without a clear understanding of what the business needs and what the application is supposed to achieve, development can quickly become unfocused, leading to scope creep and unmet expectations. It’s crucial to gather detailed requirements from all stakeholders before starting the development process to ensure that you meet all the requirements.

2. Insufficient user involvement

User involvement is essential throughout the project lifecycle, from requirements gathering to testing and feedback. Engaging users early ensures the application will be user-friendly and effective. You can also consider and explore the Citizen Development approach that allows you to easily turn your users into developers.

3. Too complex

ServiceNow platform offers a high level of customisation to its users, but sometimes business requirements are strict, not flexible and lead to complexity that is easy to underestimate.

Try not to over-complexify your solution and implement applications within the technological limitations of the platform and count on future ServiceNow releases. Overly complex workflows or customisations can result in difficult maintenance during future upgrades. It’s important to balance customisation with maintainability and to consider the long-term impact of complex solutions.

4. Poor integration planning

ServiceNow applications very often require integrations with external systems. 

Poor integration planning can lead to unsatisfactory project outcomes – failed timeline, miscalculated budget, and missing foundation data that are required to build workflows.

Proper project planning, based on the understanding of your target data model and integration requirements, in combination with using ServiceNow’s out-of-the-box integration tools, can help mitigate these issues and ensure successful project delivery.

5. Inadequate testing

Skipping or rushing through the testing phase can result in applications that are buggy or do not work as intended. Comprehensive testing, including unit tests, integration tests, and user acceptance testing, is vital to identify and fix issues before the application goes live.

6. Improper governance and change management

Without a proper governance framework, one can not ensure application serialisation and scalability – changes to the applications will become unmanageable and lead to inconsistency and errors. 

Once the governance framework is designed and implemented, it is possible to focus on the change management process and ensure that all modifications are reviewed, approved, and documented, maintaining the integrity and reliability of the applications.

Successful implementation of the ServiceNow App Engine requires careful planning, active user engagement, and adherence to best practices. By avoiding these common pitfalls, you can ensure that your applications are robust, user-friendly, and aligned with their business objectives. This way the implementation process doesn’t have to be a nightmare and can bring your organisation more value quicker.