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


This chapter has covered a lot of ground, from addressing the foundational concepts in a value-driven implementation to walking through four broad categories of value in ServiceNow implementations with specific examples. Using the information in this chapter, you can now articulate the need for active management of project value in order to maximize the ROI in ServiceNow. Additionally, you should understand the broad categories of value within a ServiceNow implementation and be able to use this to frame and document specific value objectives for your project. Finally, you should be able to connect the value that you are targeting to specific features and capabilities that will form your project scope and specify metrics that will track the success of your value objectives.

In the next chapter, we will look at some of the common ways in which projects fail to deliver the anticipated value.