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


The work of a ServiceNow architect, project leader, or consultant is made meaningful by the impact it has on those who work with us and the users who ultimately benefit from our solutions. In creating this book, we hope to make the work of your teams more fulfilling and ultimately help you deliver on the promise of ServiceNow: to make the world of work, work better for people.

In this book, we share the approaches and perspectives that we’ve assembled over the last decade of our engagement in the ServiceNow ecosystem. We have tried to author the book we wish was available to us when we started our first project in the hope that it will make things easier, more efficient, and more effective for our readers and their teams.

This book will not replace the value of experience, but it will give you a head start and hopefully magnify your own ability to make a difference for those who are relying on your work. Thoughtful application of the tools and principles in this book will be rewarded as you deliver more impactful projects with fewer surprises.