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

Similarity framework

The ServiceNow similarity framework allows you to find new records that are similar to a given input record. This could help a support agent to find past customer cases similar to the case they are working on so that they can reuse knowledge or resolution details. It can also help prevent entering duplicate data or correlating records coming in, such as incidents related to an active major incident. 

The similarity framework differs from the prior two predictive models because it will find entire records and not just a single field value. 

A useful trick when employing a similarity search model is to use data values from a highly similar past data record to populate your current record. This allows a good similarity model to act as a classification or regression model. This approach is not without its drawbacks however and ServiceNow is not set up to calculate metrics for that use. In general, when using similarity models, it can be hard to assess...