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

Planning an Implementation Program for Success

No matter how much you know about what value you wish to capture and what objectives you would like to achieve, a program is only successful if you execute it properly.

This chapter takes a thorough look at the various dimensions to consider when planning your program implementation, the common failure scenarios (and how to avoid them), and the roles each member of the implementation team should play (or not play). You will come to see that a successful implementation is never about how spectacularly the project solved a single problem or decisively made a single decision. Instead, successful projects are constructed from a combination of clear vision, clear plans, and checks and balances. In this chapter, we will cover the following:

  • Defining the scope of the project
  • Planning the release and release activities
  • Structuring the implementation team
  • Governance
  • Value management

We will see how these activities...