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 operating model

The best and most ambitious strategies will still fail miserably if the enterprise is not organized or resourced enough to successfully execute that strategy. Decisions on how the ServiceNow platform is governed can often affect the ultimate direction it takes during operations, regardless of the strategy it is attempting to follow. Therefore, it is important to consider the operating model when the platform strategy is being developed. Leaders must recognize cases where the ideal operating model is not supported and adapt accordingly. Given existing organizational realities, it may be prudent to shift the strategy accordingly to achieve more realistic goals. On the other hand, it may be that success in achieving a particular strategic goal is imperative for the organization, so leaders will need to put in the work to build support and governance to execute on that strategy.

While there is no one-size-fits-all approach, like strategy, there...