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

Types of ServiceNow user interfaces

As of 2022, the ServiceNow platform has had three major waves of user interface (UI) technology deployed and used in the platform. In this section, we’ll make you aware of these and their context in the history of ServiceNow to inform your decisions on how you’ll develop experiences for your users.


We will cover Jelly briefly because, as of the San Diego release and the Polaris UI, the majority of ServiceNow’s interface has moved away from this technology. Apache Jelly, or Jelly as it’s known in the ServiceNow ecosystem, is a scripting and templating engine that allows for the relatively efficient creation of customized UI elements integrated with the ServiceNow JavaScript engine. For over a decade, Jelly was the main tool in a developer’s toolbox for creating UI components in the Native View or non-portal view of ServiceNow. Jelly was also the primary tool for creating end user-facing portals until...