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

ServiceNow’s process automation capabilities and archetypes

ServiceNow’s process automation capabilities are underpinned by five major elements – integration APIs, service portal and digital forms, data-driven workflows, tasking and automated actions, and foundational shared data across the platform.

These elements work together to provide automation across processes. The typical flow follows this pattern:

  1. A customer who wishes to engage in a particular process looks for that process’s form in the Employee Service Center. An example would be Obtain a new laptop or Offboard an employee.
  2. The customer is presented with a digital form and/or a checklist that they must fill out to start this process. This form may include error checking or logic that validates whether the customer is eligible to engage in the process and whether other options are available to them.
  3. After the customer submits the form, the workflow engine uses the information...