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


Governance represents the rules, norms, actions, and standards followed by the transformation team. Governance is important because it creates consistency within the transformation and removes ambiguity from the transformational initiative. Ambiguity can negatively impact value realization, as it can create misalignment between actions and expectations. The word governance can sometimes have a bad reputation in organizations because it may have been implemented in a heavy-handed manner in the past or was not followed well. A common, flawed reaction to a bad governance experience is to try to avoid implementing governance. This misguided attempt to avoid governance is often combined with the misuse of concepts such as agile or lean, interpreting these new practices to mean an avoidance of governance instead of simply another way to structure governance.

The truth is that governance is critically important within a project. It does not need to be convoluted and complex...