From Resistance to Confidence: How to Drive Adoption of ServiceNow Service Operations Workspace

Even the best technologies can face resistance—and ServiceNow’s Service Operations Workspace is no exception. Change can be tough, even for experienced ServiceNow admins. But with the right approach, you can help your team move from hesitation to confidence, creating lasting transformation in how they work. In this session, you’ll hear from: • Joanna Anderson, Director, Technical Consulting at Beyond20—a ServiceNow Certified Technical Architect with deep Service Operations Workspace subject matter expertise. • Kevin Jones, Business Process Consultant at Beyond20—an expert advisor in Organizational Change Management (OCM) with years of experience guiding teams through successful adoption. • Eric Schnorr, Senior Manager, Service Operations at ServiceNow—an authority on Service Operations who will moderate this engaging discussion. Together, they’ll share practical insights and real-world examples to help you: • Spark enthusiasm early and guide teams from reluctance to embracing the workspace with confidence. • Understand why resistance happens, even among seasoned professionals, and how to address it head-on. • Create long-term adoption strategies that empower your people and ensure your investment delivers results. • Explore Prosci’s ADKAR methodology and its application to ServiceNow adoption, with success stories to inspire your journey. We’ve been there, and we’ll share lessons learned from our own experiences, helping you turn obstacles into opportunities. Whether you’re navigating adoption challenges now or planning ahead to avoid them, this session offers a clear roadmap to eliminating barriers and creating change that lasts. Let’s help your team fully embrace the potential of Service Operations Workspace.