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

Designing Effective Processes at Scale

One of the most powerful capabilities of the ServiceNow platform is its ability to help an organization structure, standardize, and automate its processes. In this chapter, we provide an overview of the platform’s automation capabilities and share some considerations around how to leverage them in a scalable and maintainable manner.

This chapter is divided into two major sections:

  • An overview of ServiceNow’s process automation capabilities and archetypes
  • Designing process automation using platform building blocks and data

By the end of the chapter, you will be well equipped to spot opportunities where ServiceNow can be used to deliver organizational value and understand what you can do to estimate the complexity of the effort. You will also become familiar with the building blocks with which you can create the value-enabling process automation at your organization.