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

Chasing the long tail

The third value trap is based in part on a rule of thumb called the Pareto principle, more commonly known as the 80/20 rule. This rule states that, in most situations, 80% of the effects can be attributed to 20% of the causes. While the exact numbers tend to vary, value indeed tends to be concentrated within a relatively small subset of the possible scope for your project. This is most clear in the high-volume process configurations in ServiceNow such as those found in the Service Request Catalog. The value trap of chasing the long tail is experienced when the need to enable all instances of a certain workflow or automation type, regardless of the diminishing returns as a team, is applied to processes that are time-consuming to implement but are used only a few times a year.

The appeal of aiming for 100% coverage

No team or project charter sets out with the goal of working on a seemingly endless list of low-value activities – yet, many projects end...