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

Capturing Value from your Implementation

Now that you know what traps to avoid when it comes to value realization, it’s time to highlight how and where ServiceNow can bring value to the organization.

We will look at how and where ServiceNow can help your organization capture value across the following themes:

  • Lowering the process cycle time
  • Optimizing asset utilization
  • Automating repetitive tasks
  • Improving customer experience

You will see as we elaborate on the various platform strategies used to achieve these outcomes that there are often various degrees of value realization that can be achieved depending on the scope and scale of the transformation. For some areas, the growth in value realization can be directly proportional to the investment, whereas others follow a more discrete pattern: investments provide little business returns until hitting a critical threshold upon which significant value is unlocked.

For each theme, we will summarize...