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

Automating toil

There are numerous repetitive, heavily repeated tasks in the operations of a business – wouldn’t it be nice if some or all of these tasks could be automated somehow so that a human could go do something more creative or more valuable with their time?

Sources of toil

Automating toil is an easily understandable concept and a major source of business value that can be delivered by the ServiceNow platform. While there are countless areas of work that can qualify as toil, given the areas of focus of ServiceNow, the following are several major relevant areas to focus on.

Creating, assigning, and managing tasks

As boring as it sounds, one of the most basic, time-consuming acts of toil is simply the management of tasks and to-dos, including the creation of them, the assignment of them, and keeping track of a list of them so that nothing is missed.

The management of a large queue of tasks can be tedious and error-prone if performed quickly, and when...