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

Artificial Intelligence in ServiceNow

This chapter will cover one of the most powerful areas of the ServiceNow platform: its artificial intelligence (AI) and machine learning (ML) capabilities. The ServiceNow platform includes diverse AI features including predictive intelligence, AI search, Health Log Analytics, and Virtual Agent with Natural Language Understanding. This chapter will focus on predictive intelligence.

This chapter’s goal is to make the predictive intelligence AI features and their use and implementation accessible to as many people in the ServiceNow community as possible. We’ll start by providing a brief introduction to the relevant concepts in AI that are directly applicable to the ServiceNow capabilities. This will help you build a basic understanding of how you can expect the system to behave.

With that foundation in place, we’ll cover the key AI/ML capabilities of ServiceNow, as well as their application, and provide a framework. This...