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


Portals in ServiceNow are web pages targeted at a broad population within an organization (typically all employees) with the goal of providing effective service and information to a broad customer base. Portals host interactive processes such as requests for goods and services, articles, and informative content as well as outstanding tasks and approvals. Portal content may be the same for all visitors but is often targeted based on information about the user such as country, job function, or other targeting criteria.

Types of portals

End user portals tend to fit into three categories depending on the scope of their coverage and the degree of specialization in their functionality. We can divide portals into three portal types:

  • Enterprise portals: An enterprise portal serves as a one-stop shop for your organization to access corporate services and can span Human Resources (HR), Information Technology (IT), Legal, Finance, and more.
  • Departmental portals: Departmental...