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

Improving customer experience

Regardless of how well an organization has optimized its processes and streamlined its services, these improvements are irrelevant if they do not tangibly affect the ability of the organization to deliver a great customer experience. In this section, we will highlight the levers of customer experience that can be pulled to improve it and how ServiceNow plays a role.

Where customer experience can improve

Whether it’s an IT organization at a small organization or a globe-spanning product company servicing millions of customers, the improvement of customer experience is an oft-pursued goal when it comes to ServiceNow transformations.

The issues that organizations are looking to resolve typically follow a few key themes.

Providing a non-fragmented service experience and a single place of service

Service portals and digital storefronts are all concepts related to solving a common customer service problem – how to provide a user...