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

The science experiment

ServiceNow technology is both flexible and powerful – this combination can lead to innovative solutions but also complex configurations whose cost to maintain exceeds their value. The value trap that we call the “science experiment” occurs when overly complex, advanced, or technically sophisticated architectures are layered onto ServiceNow, leading to substantially higher implementation and maintenance costs.

Science experiments are common in integrations, Predictive Intelligence, Virtual Agent, access controls, and even workflow business logic. The difficulty of recognizing a science experiment comes from the fact that they are often proposed by your most capable developers and the proposals do solve important design objectives.

Projects extending ServiceNow

There are many cases where basic ServiceNow capabilities must be extended for the efficient and effective realization of value. In some cases, the platform capabilities will...