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

Designing Exceptional Experiences

So far in this book, we have focused on the parts of ServiceNow that most often form the core of the business case such as how to optimize the processes to maximize business value while avoiding common challenges. One area we have not spent much time on is the creation of an exceptional user experience (UX) in the platform or the tools that can be used to develop this experience.

In this chapter, we’ll cover the parts of the ServiceNow platform that most strongly support an exceptional UX, helping you understand the various options available for building a great UX and how to leverage advanced AI capabilities such as AI Search and natural language processing (NLP) to provide consumer-grade experiences to your customers. We’ll cover such diverse areas as the following:

  • Types of ServiceNow user interfaces
  • Portals
  • Workspaces
  • Conversational interfaces

As we did with other chapters, we’ll focus on the...