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Keep ServiceNow Momentum Going
Sustained adoption. Proven outcomes. Lasting value.
Many organisations see quick wins with ServiceNow. The challenge comes later: how do you sustain adoption and continue unlocking value?
Fusion GBS helps you keep the momentum going — ensuring ServiceNow remains the engine for measurable transformation, not just short-term gains.
The Challenge
ServiceNow gives organisations a flying start — but early wins can fade fast. When adoption slows and value isn’t visible quickly enough, confidence drops. Skills, processes, data, and knowledge stay trapped in silos, workflows are under-used, and leaders can’t prove impact to the business. That’s when transformation stalls, funding tightens, and the platform risks being seen as “done” rather than the engine for continuous change.
Proven Outcomes
Leading organisations trust Fusion to sustain digital adoption and deliver measurable impact:
Global Oil & Gas Leader
Automated 15 IT processes, saving more than 16,000 hours annually and cutting missed SLAs by 15% across 13 service providers.
The World’s 6th-Largest Telecoms
Reduced missed SLAs by 25% in just 3 months and cut manual activities by 40%, generating $3.9M in annual savings.
Global Engineering & Consultancy
Boosted customer satisfaction scores to consistently above 4.5/5, doubled daily portal usage, and achieved 10% automation of service requests (up from 0.4% in under 18 months).
Fusion's Approach: Value Adoption Services (VAS)
Fusion’s VAS 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.
Product Focus
We help improve adoption and performance across key ServiceNow products—ensuring the platform delivers meaningful outcomes for your business.
Industry Focus
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.