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

Replicating the current state

The value trap of replicating the current state occurs when an implementation defines a less-than-ideal process for deployment because that is the way it has always been done in the past or the previous system. The way things are done now is often called the current state, while the future design is the target state. Often, making the target state match the current state leads to customizing the ServiceNow platform away from the out-of-the-box (OOTB) processes and towards an outdated, inefficient, or unmaintainable configuration that will complicate upgrades and lower your Instance Scan scores.

The tool replacement approach

The replication of the current state, also known as a like-for-like replacement, is most often encountered when the project is seeking the shortest path to go live with the new solution. These projects often have the goal of replacing some existing system, process, or technology and a time constraint under which they must execute...