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 process automation by utilizing platform building blocks and data

With all the technical capabilities of the platform and an understanding of how process automation is composed using the major archetypical steps – trigger events based on user or system input, sequence actions and tasks via workflow, and complete tasks and continue workflow, you can now design process automation through these blocks.

The first step to designing process automation that works at scale is to know whether something is a good automation candidate. Thankfully, you should be able to use the archetypical steps outlined earlier in this chapter to identify them – those that follow the well-defined archetypical patterns are likely great candidates for automation via the platform, while those that don’t may still be candidates but with a greater level of configuration complexity.

Let’s look at an example. At a major international bank, a common and labor-intensive manual...