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


This chapter has covered five types of value traps that are common within ServiceNow implementations. We’ve covered the reasons why these traps are common and the strategies that can be used to understand and mitigate their effects. With the tools you’ve learned in this chapter, you should be able to strike a balance between designing for the future and understanding the business in its current form.

You will also be able to focus on a realizable and valuable scope that shows value to your project’s sponsors to ensure that the trivial does not get in the way of delivering the critical. By developing a greater understanding of what change management is and why it is important, we have explored ways to justify the change effort and magnify its value. Finally, we have reviewed the risk of not taking a conscious approach to matching the technical complexity to the types of value being targeted.

Throughout this chapter, the recurring theme has been the...