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

Not managing change

A ServiceNow implementation almost always involves a significant change to the ways that people complete their daily work. This change typically results in a brief period of reduced productivity as workers acclimatize themselves to the new processes. Unfortunately, this period of reduced effectiveness can result in frustration and provide a negative first impression of the solution your team has worked so hard to implement. In addition, if gaps are not closed quickly, then the productivity hit can persist and permanently offset the value being realized from your implementation.

The first cut – OCM

When a ServiceNow project is in the initial planning stages, seasoned architects and project managers will typically highlight the need for OCM efforts to help facilitate the transition from the current to the future state. Unfortunately, when the initial budgetary estimates exceed the leadership’s willingness to invest, one of the first areas targeted...