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

Establishing a platform strategy

The first step in determining how your organization’s ServiceNow platform will be effectively operationalized is to determine what your platform strategy will be. ServiceNow, when used at its fullest extent, can be an enterprise platform that acts as the source of truth for several types of operational data in different process areas, a platform that supports multiple applications used by different teams, and a significant (if not the only) point of entry to engage business services and customer services. With so many capabilities, having a platform strategy will help focus your efforts so that the organization’s limited resources can be directed against the platform in focused ways that drive business value.

But what even is a platform strategy? You will often see a platform strategy or technology strategy being summarized in a single statement, such as Automate customer service or Decrease the cost of IT. While these strategic statements...