Gamify ServiceNow Adoption and Win Buy-In

One of the biggest questions I hear from clients right after go-live is simple:
"How do we know if our teams are really using what we just launched?"

It’s a smart question. Rolling out a ServiceNow solution is a huge step, but it’s only the beginning. Just because the system is technically live does not mean it is being adopted. Adoption is a process, not a milestone. It takes listening, planning, and a mix of people skills and data analysis to get it right.

Here’s how we help customers monitor adoption, without losing the human element along the way.

1. Talk to People Before You Look at Dashboards

I know it sounds basic, but the best way to understand adoption is to talk to your users. Before you even log into a dashboard, start with your people. Pull together quick focus groups. Set up end-of-day touchpoints. Create open spaces for users to say, “This step doesn’t make sense,” or “Here’s where I’m getting stuck.”

On one project, we set up a daily check-in for the first two weeks post-launch. Some teams called it a huddle. Others just said it was “Orlando’s feedback hour.” But whatever the name, it worked. People were honest. We found issues early. And the team felt heard.

2. Use Dashboards to Spot Trends, Not Just Numbers

Once you’ve listened to your people, back it up with data. Build reports and dashboards that help you answer real questions like:

• Who is logging in and how often?
• Which fields are getting skipped?
• Where are workflows stalling or slowing down?

This is where ServiceNow shines. You can configure reporting to show completion rates for tasks, time in status, or even compare adoption across user groups.

One of my favorite examples comes from a client who services school buses. They gamified technician adoption by tracking mobile field usage in real time. For every tech who consistently completed required fields and closed jobs on time, they awarded small prizes like gift cards, lunch vouchers, or just public shout-outs. Adoption skyrocketed. The team started comparing numbers and asking where they ranked. That kind of energy? You can’t buy it.

3. Watch for Bottlenecks and Drop-Offs

CSAT and resolution time are important, but they don’t always tell the full story. To track adoption, look for where things are getting stuck.

Are tasks sitting in one status too long? Are techs logging in but not submitting updates until hours later? Are dispatchers reassigning the same jobs over and over?

These patterns usually mean there’s friction in the process. It could be training. It could be UX. It could be people simply not understanding why a step matters. The faster you catch it, the better your chance of fixing it before frustration builds.

4. Recognize Good Behavior

People want to be seen and appreciated. When someone consistently does the right thing, logs activity, updates fields, uses the mobile app, call it out.

Even something simple like “Tech of the Month” or a team leaderboard goes a long way. I’ve seen teams go from resisting the tool to competing for top usage just because leadership made it fun. That’s adoption in action.

5. Keep Your Feedback Loop Simple and Alive

The best teams treat go-live like the start of an ongoing feedback cycle. Create a lightweight way for users to submit requests or issues. This could be a shared spreadsheet, a simple ServiceNow form, or just a dedicated inbox for “quick wins.”

What matters most is that users know their voice matters and that their feedback leads to improvements.

And yes, not every request gets approved. But when people see that changes are happening, they’re more likely to keep sharing ideas that actually make the system better.

Final Thoughts

Adoption does not come from perfect process documentation or fancy slide decks. It comes from trust. From listening. From showing your team that the system was built with them in mind.

So if you are wondering how to measure adoption after go-live, start with your people. Mix in the data. And don’t forget to celebrate the wins along the way.

Need help tracking adoption and making your go-live a real success?

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Let’s talk. We can walk you through what has worked for other teams and help tailor an approach that fits yours.