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

The case for investment in security

The ServiceNow platform spans many critical use cases in the typical enterprise, from human resources (HR) to information technology (IT), from legal to customer service. The value that stems from having ServiceNow support for these processes is often rooted in the availability of relevant data and orchestration abilities, which means that any breach of the data in ServiceNow can result in the loss of information and the potential for a malicious actor to exercise control over systems or infrastructure in your network.

Unfortunately, the investment in the security of your ServiceNow instance should go almost unnoticed if all goes well. A strong security posture deters attackers who prefer to aim at easier targets, and years of uneventful operation can make it appear as if the need to focus efforts on security is limited. Nonetheless, the potential impact of even a single mistake is so large that you should be continuously monitoring and improving...