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

Operational processes and techniques of technical development

What should your platform technical team’s day-to-day activities look like? How do you manage your platform development team or teams? What should your team be watching for in their operational day-to-day and what should they be considering when they are doing development? In this section, we will go over a list of techniques for you and your team to keep in mind.

Teams should manage the accuracy of their estimations and the consistency of their throughput

Platform development teams in operations can become exceptionally accurate at being consistent with their estimates of effort and their actual throughput if the team puts their mind to doing so. This can apply to both teams attempting more waterfall approaches and agile approaches.

All that is required to estimate and determine a team’s throughput is to have the team establish a unit for estimating average team effort (this could be story points...