Book Image

ServiceNow for Architects and Project Leaders

By : Roy Justus, David Zhao
Book Image

ServiceNow for Architects and Project Leaders

By: Roy Justus, David Zhao

Overview of this book

ServiceNow is the leading enterprise service management platform that enables the effective management of services in a modern enterprise. In this book, you’ll learn how to avoid pitfalls that can challenge value realization, where to focus, how to balance tradeoffs, and how to get buy-in for complex decisions. You’ll understand the key drivers of value in ServiceNow implementation and how to structure your program for successful delivery. Moving ahead, you’ll get practical guidance on the methods and considerations in securely using ServiceNow. You’ll also learn how to set up a multi-instance environment including best practices, patterns and alternatives in the use and maintenance of a multi-instance pipeline. Later chapters cover methods and approaches to design processes that deliver optimal ROI. Further, you’ll receive tips for designing technical standards, designing for scale, ensuring maintainability, and building a supportable instance. Finally, you’ll focus on the innovative possibilities that can be unlocked in a ServiceNow journey which will help you to manage uncertainty and claim the value of being an early adopter. By the end of this book, you’ll be prepared to lead or support a ServiceNow implementation with confidence that you’re bringing not only a solution but also making an impact in your organization.
Table of Contents (17 chapters)
Part 1 – Pursuit of Value
Part 2 – The Checklist
Part 3 – From Success to Innovation

Platform Team Processes, Standards, and Techniques

With your processes designed and your organization aligned, it’s time for your team to roll up their sleeves and configure the platform to support those amazing processes in a user-friendly way.

So, where do you start? How does the platform team ensure what they are doing will not compromise the integrity of the platform? How do you minimize the work of maintaining the configuration going forward? I thought we were just going to go with out-of-the-box (OOTB) anyway?

This chapter will go into the details of how the platform team is run, cover contentious topics (such as the oft-brought-up customization versus configuration discussion), and go over the broad processes and technical patterns that can improve the maintainability of configuration on the ServiceNow platform for your organization.

Entire books have been written on how to run development teams, coding design patterns, architecture best practices, and coding...