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

Structuring the implementation team

A ServiceNow implementation project is a team effort and making sure you have the right team is a critical part of enabling your project to be successful. While the size of the project and the size of the organization will determine exactly how many members your team has, every successful ServiceNow implementation team should have at least one of the roles that we will detail later in this section.

In this section, we will highlight the various functions that make up the implementation team and then highlight the leads for each function. It is expected that as your project scale grows, each lead will go from an individual to a leader with several team members supporting them in the execution of their roles and responsibilities. Sometimes, your organization may have many functionally similar processes split across geographical boundaries or business boundaries. In such a situation, it is recommended that you also nominate leads-of-leads: someone...