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

What are ServiceNow instances?

Understanding the most effective way to buy, deploy, and manage your ServiceNow instances starts with a clear understanding of exactly what a ServiceNow instance is, which requires a little bit of knowledge of the component parts. In general, web applications consist of infrastructure running one or more web servers, application servers, and a database with more advanced applications having additional services or variations on this theme. Part of the value of a SaaS cloud offering is that the details of the servers and component parts aren’t important to the customers, but it is still useful to think of a ServiceNow instance as Core Application Code + Data running on ServiceNow’s cloud infrastructure (in the ServiceNow data centers). Note that we say Core application code because ServiceNow stores a lot of the JavaScript code that defines the business logic and even UI in the database.

An instance of ServiceNow can be seen from a few...