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

Lowering the process cycle time

Processes take a given input and produce an output of value to the organization. A lower process cycle time is about reducing the time it takes to complete the process from start to finish, with the primary goal of being able to run through the process more quickly and therefore produce value sooner.

Long process cycle times or unpredictable process cycle times can impact customer experience, as customer expectations are inconsistently met or missed. They also carry with them potentially significant financial costs where contractual obligations specify delivery according to a timeline with financial penalties attached to breached agreements. One area where long or unpredictable cycle times really matter is in the supply chain or procurement and asset management space where a long cycle time may mean very real increases in the financial risks, such as in the impacts on working capital or supplier payments.

Causes of long cycle times

Long cycle...