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

The AI/ML capabilities of the ServiceNow platform

This section will focus on the different AI and ML capabilities within the ServiceNow platform. For each technology, we’ll cover not only the features but also examples of use cases where these features add value. By the end of this section, you should have a good overview of the capabilities offered, as well as how they can be applied in practice within your organization.

Predictive intelligence

ServiceNow’s predictive intelligence is a collection of fundamental ML features that handle similarity search, classifications, regression, and clustering, along with the supporting features that enable customers to train, manage, and support these features. Predictive intelligence underpins some of ServiceNow’s features, such as Major incident Workbench’s Similar incidents feature, but these capabilities are also available via a set of developer APIs so that they can address use cases specific to your business...