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

Operating the platform

Now, we are going to highlight some of the key activities and actions members of the platform operations team can and should be doing to contribute to the platform’s success. This will not be a detailed set of operational procedures, but instead a loose list of actions and considerations for each role to be utilized as a guide to drive everyday positive behaviors. Where applicable, we will provide comments on how a particular activity may change in terms of its criticality or character, depending on the operating model or choices established in the previous sections of this chapter.

Executive sponsor and operating committee

The executive sponsor and the steering committee have three major responsibilities that they must fulfill.

Protecting and committing to the platform’s vision and strategy

One of the most important aspects of the executive sponsor and the operating committee is to ensure that the vision of the platform that has...