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

Optimizing experiences with user-facing AI

We have covered the various types of user experiences and outlined the approaches you should take to deploying them in light of the changing landscape of ServiceNow UI technology so far. In this section, we will cover some of the supporting but highly value-generating features of the ServiceNow platform that allow us to shape experience, not only through design but also through intelligence.

AI Search

The AI Search capability in ServiceNow is another multipurpose solution that is useful in improving the search experience of users in the Employee Center portal as well as surfacing relevant information to agents working in their respective workspaces. 

AI Search utilizes sophisticated algorithms to find and rank information in a way that generates more meaningful results than prior generations of search technology. Specifically, AI Search utilizes a form of language processing known as semantic search and enhances this with a ranking...