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


In this chapter, we’ve covered the major types of user interfaces in ServiceNow and addressed portals, workspaces, and the supporting AI technologies that make these experiences more relevant and intelligent. Throughout the book, we’ve aimed to create a useful store of information that applies across releases but in this chapter, we’ve had to get into the details of an important shift in the ServiceNow UI that makes some of the advice necessarily specific to the version available as of the time of writing this book., By explaining the motivations and technologies involved, you will now have the tools to make similar decisions well into the future as well.

With this chapter, we also conclude the final section of this book in which we’ve looked at how to drive innovation on Now Platform and to create efficient, intelligent experiences for end users and agents alike.

With the foundation you’ve gained in this book, we hope you’ll...