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)
1
Part 1 – Pursuit of Value
6
Part 2 – The Checklist
11
Part 3 – From Success to Innovation

Summary

This chapter has given you an overview of AI and ML as it relates to the ServiceNow platform. We’ve covered features and their applications in terms of creating value, as well as some of the common pitfalls in their application. We explored the differences between the types of predictive intelligence models and the key considerations for their training and use. While the features that were covered in this chapter represent part of the core of AI in ServiceNow and are the most broadly applicable, the ServiceNow platform has two more broadly applicable capabilities that allow us to build incredibly engaging user experiences – NLP and AI search. We’ll address them in the next chapter.