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

Ignoring the current state

Closely related to the first value trap is another failure mode where instead of replicating the current state, the project leadership marks it as clearly out of bounds for analysis and charters the project team to only consider the organization’s target state. Another form of this value trap occurs when analysis of the current state is considered separately from the target state design and change management plan by an independent team.

Focusing on the future

When developing a new set of processes and supporting capabilities to enact significant change to the way things are currently done (which is often the case when seeking service quality and cost optimization value), it can be important not only to avoid replicating the current state, as we discussed in the previous section, but also to re-imagine and re-engineer processes to improve them. Decision-makers with limited resources will need to prioritize efforts and may decide to only focus...