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


The most basic interface in ServiceNow is the native view, which consists of the forms and lists that make up the core of ServiceNow’s traditional UI. While it is possible, in most cases, to use this ServiceNow native view to complete almost all tasks that are required to provide service and maintain operations, the use of the native view is less efficient than a specially designed type of interface known as a workspace.

Workspaces have been developed specifically to optimize service delivery and represent the most efficient way for Level 1 and 2 agents to engage with the platform. You should note that administrators and power users will continue to use the native view, as many of the configuration and administration features are only exposed in the native view. 

Until the Next Experience UI framework is fully integrated into all ServiceNow product workspaces, there are two types of workspaces – Legacy Workspaces (also called agent workspaces)...