Support
Sustained Adoption.
Lasting Value.
Keep ServiceNow Momentum Going
Many organisations see quick wins with ServiceNow — faster ticket resolution, new workflows, visible efficiencies. The harder part is sustaining that momentum: ensuring adoption deepens, value compounds, and the platform supports transformation across the enterprise.
Without this, usage levels off, improvements plateau, and the platform risks being seen as a sunk cost.
Fusion GBS helps prevent that. Through Value Adoption Services (VAS) and AI-driven insights, we make sure ServiceNow delivers lasting impact — by proving value early, embedding adoption deeply, and extending benefits across IT, HR, Finance, and Facilities.
The Challenge
Adoption alone isn’t enough. To keep ServiceNow delivering real business value, organisations need the right mix of skills, data, and governance. Yet many encounter the same obstacles:
- Complexity: New modules and features arrive faster than teams can absorb, leaving capabilities under-used
- Capability gaps: Without the right skills and governance, improvements remain patchy and inconsistent
- Proving value: Technical wins don’t always translate into measurable business outcomes leaders can see and trust
The result is a platform full of potential but short on realised impact. ServiceNow risks becoming an expensive toolkit rather than a driver of transformation.
Fusion GBS closes these gaps — equipping teams, embedding governance, and turning platform activity into clear business outcomes.
Proven Outcomes
Leading organisations trust Fusion to sustain digital adoption and deliver measurable impact:
16,000 Hours Saved
Automated 15 IT processes, saving 16,000 hours a year and $3.9M annually.
SLA Performance Gains
Missed SLAs fell 25% in three months, and across 13 service providers they were 15% lower, with manual work cut by 40%.
4.5+ Satisfaction Scores
CSAT 4.5/5+, daily portal usage doubled, and 10% of requests automated in under 18 months
Our Approach
Fusion's Value Adoption Services framework sustains ServiceNow adoption by combining structured improvement with AI-powered insights.
- Benchmarking & Scorecards: Clear baselines and adoption targets
- Continuous Service Improvement: Regular reviews to identify quick wins, automation opportunities, and long-term improvements
- Value Tracking: Outcomes measured in hours saved, costs reduced, and experience improved, with AI-enabled dashboards for transparency
With VAS, adoption evolves continuously — guided by data, accelerated by AI, and proven through outcomes.
Expertise in Leading Use Cases
Fusion specialises in the ServiceNow areas that matter most for IT leaders, building deep expertise to accelerate adoption and deliver measurable outcomes across the enterprise.
Industry Focus
Scorecards: Measure What Matters
Powered by Fusion’s industry-unique AI platform, our adoption scorecards give you a clear view of maturity across efficiency, governance, automation, and more. They surface strengths, reveal gaps, and pinpoint the next priorities — helping you prove progress and accelerate value with confidence.
What we help our customers solve
Through our Value Adoption Services, we help customers tackle challenges such as:
Are we ready to take advantage of AI and automation?
AI Talos assesses data quality, process maturity, and automation potential. We benchmark your current state, identify blockers, and provide a structured readiness plan across people, process, and technology.
How can we increase adoption across teams after investing in ServiceNow?
Adoption scorecards and AI Talos analytics reveal where uptake is lagging and why. We benchmark performance, close process gaps, and help teams adopt with confidence through targeted enablement and best practice guides.
How do we demonstrate the value we’re getting from ServiceNow?
Using platform benchmarking, value scorecards, and industry comparisons, we build a clear picture of impact and opportunity. We define KPIs and link platform performance directly to business outcomes.
What’s the best way to expand ServiceNow beyond ITSM?
We develop roadmaps that align ServiceNow expansion to enterprise goals — HR, finance, procurement, and more. We prioritise use cases and ensure scaling is backed by stakeholder buy-in.
How do we improve efficiency and productivity using ServiceNow?
We align ServiceNow capabilities to operational priorities. Through best practice modelling, peer benchmarking, and targeted upskilling, we simplify workflows, reduce friction, and drive sustained performance gains.
How can we optimise our use of ServiceNow products and licences?
We assess usage across your ServiceNow environment to spot under-utilised modules, overlapping capabilities, and opportunities to simplify. This ensures product decisions are informed, value-led, and aligned to evolving business priorities.