The Human Side of ITSM: Why Brilliant People Make ‘Boring’ Platforms Win

Some call it bulletproof; but, we prefer to call it “boring.” In ServiceNow, boring means steady results, consistent performance, and projects that don’t make headlines for the wrong reasons. And behind every steady platform are brilliant people who keep it moving. 

SnowFox Solutions sees this every day in the wild. Platform success doesn't depend on fancy features or flashy rollouts. It hinges on the knowledge, mindset, and collaboration of the humans who build, maintain, and evolve the system. 

Across the industry, leaders consistently agree that digital transformation is essential. Yet many still struggle to see measurable ROI. And that disconnect is rarely about the tools themselves. 

The Secret Ingredient in ITSM Success 

Let's be clear: high-performing ITSM isn’t accidental; it’s built on human capability. McKinsey research indicates that 70% of transformation failures are directly tied to people and culture challenges, rather than the technology itself.  

When great teams assemble, they consistently deliver "boring" outcomes. That includes: 

• Predictable performance 

• Repeatable processes 

• Consistent, low-drama go-lives 

In other words, no amount of automation can replace the value of human expertise and judgment. When transformation fails, it is often because culture and people are left behind. 

The Risks of Ignoring Your People 

Too often do we see organizations toss new tools at undertrained or burned-out teams (then wonder why outcomes fall short). With no support or context, even the best-laid foundation will break down. 

In the digital age, people remain essential. Ignoring this key element can lead to: 

• Stagnant skills make adoption harder 

• Rising burnout, which kills morale and retention 

• Expanding silos, increasing friction between IT and business teams 

• Innovation is stalling because no one feels safe trying new things 

If there’s one takeaway, it’s this: the human factor is what will supercharge or stall momentum. 

Investing in the Human Factor 

Pardon us as we scream this from the mountaintops: Invest in your humans. It's not groundbreaking, but it's often overlooked. 

Consider these steps: 

• Ongoing, relevant training tied to current and future skills 

• Mentorship and knowledge-sharing pathways 

• Building psychological safety so teams can speak up, improve processes, and catch problems early 

• Celebrating the "boring" wins that make the organization more resilient 

Tools enable transformation. But trust is the sustaining ingredient. At SnowFox Solutions, we go beyond tasks and tickets.  

Leadership Questions to Ask Right Now 

Our Navigators help clients build frameworks that prioritize people, encouraging accountability and consistency for platform success. As we enter the second half of 2025, it’s time to ask: 

• Are we actively recognizing our team's contributions? 

• Do we have a skills roadmap that matches future platform demands? 

• Are our people working in a culture that supports consistency and growth? 

If you hesitated on any of these, it’s time to strengthen your human strategy.  

Build Trust and Stability with SnowFox 

At the end of the day, boring projects only succeed because brilliant people power them. If your platform feels stuck or you want a partner to help elevate both systems and teams, SnowFox is here to help. 

Let's discuss developing a people-powered, platform-first strategy that scales.