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)
1
Part 1 – Pursuit of Value
6
Part 2 – The Checklist
11
Part 3 – From Success to Innovation

Index

As this ebook edition doesn't have fixed pagination, the page numbers below are hyperlinked for reference only, based on the printed edition of this book.

A

access-control list (ACL) 108

access controls

managing 150

access roles

managing 151

AI/ML capabilities, ServiceNow platform 190

predictive intelligence 190

AI Search 214

configuring 214

application programming interface (API) 110

architecture documentation 153

artificial intelligence (AI) 186

versus machine learning (ML) 186

asset optimization 14

asset, defining 14

Hardware Asset Management 15

metrics 16, 17

prerequisites 14

scope 15, 16

Software Asset Management (SAM) 15

asset utilization

implementation 56

limitations 52

optimizing 51, 52

ServiceNow transformation 53

asset utilization, implementation

asset management process, defining 56, 57

asset management scope on value area, defining 57, 58

transformation...