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 management and technical standards

At the risk of sounding like a broken record, management, governance, and standardization are frequently the missing ingredients for realizing long-term value in ServiceNow (or leveraging any other technology). When it comes to the technical integrity of the platform, standardization, management, and governance should consider multiple dimensions.

Setting standards to manage platform maintenance and risk

Any configuration change on the platform, from adjusting the font on the service portal to creating a scoped application to manage travel bookings, will increase the effort to maintain the platform going forward. More generally, any change in the configuration on the platform will bring risk to the platform in a variety of ways, from the risk of security breaches to the risk of impacting platform performance, to the risk of affecting the customer experience.

Because any change to the platform brings risk, any change on the platform...