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


In this chapter, we covered multiple areas where it pays to establish operational standards, enforce, or highly suggest the use of technical and functional techniques to increase the effectiveness of your platform team’s operations and deliver greater value more efficiently to the organization. As stated in the introduction, treat the contents of this chapter as a series of principles concepts for your team’s toolbox. Some of the advice might not be directly applicable to your team, and others you might have already implemented, but whatever the case, we hope it has made you think and evaluate whether you are (or are not) doing certain behaviors and understand why they may or may not be done to see whether you need to make changes.

If there is a key takeaway to leave you with at the end of this chapter, it is that good technique in both the functional and technical world requires discipline to develop, and creating discipline is a matter of establishing cadences...