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

Effectively Operating ServiceNow

So far, you have deployed ServiceNow in your organization, and if you have followed the advice of the previous chapters, it went exceptionally well. The scope was well controlled, the stakeholders were supportive and aware of the decisions they needed to make, and the overall direction of the implementation was smoothly steered by a clear overall strategy and guiding principles: congratulations!

At this point, the project is over, the consultants (if any) have left, and the current users of the platform are starting to ask for changes and reporting little issues they are finding here and there as they become increasingly familiar with their new world. In addition, leaders from other departments have heard of the success of the implementation and are clamoring to start using the platform for their own needs. One executive in marketing heard that there’s a Customer Service Management module on the platform and they’re eager to leverage...