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


In this chapter, we discussed how ServiceNow provides process automation capabilities to the organization through multiple technical platform components. These components are either specialized for specific purposes, such as HR Service Delivery, or are generalized and used as building blocks for process automation across use cases, such as Flow Designer.

Not all processes are great candidates for automation immediately, and before a team begins the process of automating a process using the platform, they should do preparatory work to identify and prepare foundational data and remove ambiguity in decision-making in the existing process so that it can be easily automated.

Finally, we discussed how thoughtful design and the use of technical platform components can improve reusability, allowing teams to quickly deliver new automation, leveraging existing pre-configured capability. The creation of reusable components decreases the risk and complexity of new configurations...