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

Understanding AI and ML

When implementing AI features, it’s incredibly useful to have an understanding of what the system is doing so you know why you’re getting certain results and how those results will change in response to different actions you can take. A full introduction to AI requires at least an entire book, which would likely be out of date within months of publication. Therefore, we’ll cover the bare minimum needed to interact with ServiceNow AI deployments here. We will try and focus on enduring concepts rather than the latest trends.

What is AI?

Broadly speaking, AI is the ability of artificial systems to understand, process, or make decisions based on data provided to the system. AI is often used synonymously with ML, but ML is a subset of AI and some AI systems do not incorporate a learning component.

The difference between AI and ML

Even a simple set of scripted conditions is AI in a sense, and the earliest AI systems essentially...