ServiceNow is one of the most powerful digital workflow platforms on the market. Yet for many organizations, the full value of that investment never materializes. Licenses go unused. Modules sit idle. Automation potential remains untapped.

This is commonly known as ServiceNow shelfware, and it’s one of the biggest barriers to achieving ROI. While this challenge isn’t unique to ServiceNow, it’s especially costly on enterprise platforms. Industry research indicates that up to 50% of SaaS licenses remain unused, resulting in organizations paying for technology that fails to deliver business impact.

The good news? Shelfware isn’t inevitable. With the right strategy and the right partner, you can transform ServiceNow into a high-impact business platform that drives adoption, efficiency, and measurable outcomes.

Here’s how.

What Does It Mean to “Maximize Your ServiceNow Investment”?

Maximizing your ServiceNow investment isn’t about simply turning on more features. It’s about: 

• Increasing platform adoption across teams
• Automating high-impact business workflows
• Aligning ServiceNow capabilities with organizational goals
• Reducing wasted spend on unused licenses and modules
• Building a scalable, future-ready platform
  

In short, it’s about transforming ServiceNow from a tool into a strategic business engine.

Why ServiceNow Shelfware Happens

Shelfware rarely comes from bad technology. It’s almost always the result of gaps in strategy, adoption, and governance.

Common causes include:

1. Limited user adoption: If employees don’t understand how ServiceNow fits into their daily work, usage drops, and value disappears
2. “Set it and forget it” implementations: Many organizations treat go-live as the finish line instead of the starting point for continuous optimization.
3. Lack of platform ownership: Without clear governance and leadership, ServiceNow environments become fragmented and underutilized.
4. Overbuying without a roadmap: Purchasing modules without a phased adoption plan often results in unused functionality and a wasted budget.

5 Ways to Maximize Your ServiceNow Investment 

1. Focus on Business Outcomes, Not Just Features

• • Which processes are slowing us down?
  • Where are employees and customers experiencing friction?
  • Which workflows will create the biggest operational impact? 

Aligning platform capabilities with real business challenges is the foundation of long-term value.

2. Drive Adoption Through Experience Design 

User experience plays a critical role in platform success. Improve adoption by: 

• Simplifying service portals
• Reducing form complexity
• Leveraging automation to eliminate manual steps
• Designing workflows around real user behavior

When ServiceNow is intuitive and easy to use, adoption follows naturally.

3. Optimize What You Already Own 

Before purchasing additional licenses or modules, evaluate your current footprint:

• Which features are underutilized?
• Where can automation be expanded?
• Which teams aren’t fully using the platform?

Many organizations unlock significant ROI simply by optimizing what’s already available.

4. Establish Strong Platform Governance 

Clear ownership prevents platform sprawl and shelfware. Best practices include: 

• Defining platform standards
• Creating intake and prioritization processes
• Aligning IT and business stakeholders
• Maintaining a long-term ServiceNow roadmap
  

Strong governance ensures your platform evolves strategically, not reactively..

5. Treat ServiceNow as a Continuous Improvement Platform 

High-performing organizations view ServiceNow as a living system, not a one-time project. They continuously: 

• Measure performance and adoption
• Identify new automation opportunities
• Optimize workflows
• Expand use cases across departments
  

This mindset turns ServiceNow into a growth engine instead of a static tool.

Your ROI Impact of Eliminating Shelfware 

Organizations that actively reduce shelfware and improve utilization often experience:

• Faster service delivery
• Lower operational costs
• Higher employee productivity
  Improved customer and employee experiences
• Stronger executive confidence in technology investments

In short: better outcomes, without increasing platform spend.

How GlideFast Consulting Helps Accelerate ServiceNow Value 

Maximizing your ServiceNow investment doesn’t have to be done alone, and it shouldn’t be left to chance.

At GlideFast Consulting, we help organizations move beyond basic implementations and unlock the full potential of the ServiceNow platform. Our approach focuses on turning technology investments into measurable business outcomes through adoption strategy, optimization, governance, and continuous improvement.

Turn Your ServiceNow Platform Into a Business Advantage

ServiceNow is too powerful and too valuable to sit on the shelf. 

With the right strategy and the right partner, organizations can transform ServiceNow into a true business accelerator. By focusing on adoption, optimization, governance, and continuous improvement, GlideFast helps clients eliminate shelfware and drive long-term platform value.

Ready to dust off shelfware and unlock the full value of your ServiceNow investment? Let GlideFast Consulting help you optimize your platform, increase adoption, and drive measurable business outcomes.

About GlideFast Consulting, A Division of Apex Systems

GlideFast Consulting is an Elite ServiceNow Partner that specializes in delivering exceptional solutions on the ServiceNow platform. We pride ourselves on offering industry-leading services, unparalleled expertise, and a track record of positive customer reviews. Our extensive experience in ServiceNow, combined with our unwavering commitment to customer success, sets us apart from our competitors and enables us to deliver successful outcomes for every client. Whether it's our deep platform knowledge, process-driven standardization, or innovative approach, we are dedicated to providing our customers with the best possible experience. Visit us at www.glidefast.com.