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


With what you’ve learned in this chapter, you should be equipped to complete the basics of understanding, designing, and operating a ServiceNow landscape of two to five instances or more. You now understand the operations that are commonly used to synchronize and configure ServiceNow instances, along with the ways in which these operations can be used to create a deployment pipeline that takes code from development through to production.

For more detailed information on the management of scoped applications and update sets, you might also want to refer to the ServiceNow documentation and the system administrator and application developer courses. Additionally, it is a great idea to request a Personal Developer Instance (PDI) from the ServiceNow developer site ( in order to get some hands-on experience with ServiceNow environments and the concepts of this chapter in practice.

In the next chapter, we’ll look at how the processes...