What this book covers
Chapter 1, Understanding the Value of ServiceNow, sets the stage by explaining why it is that we embark on ServiceNow projects in the first place. We will provide you with the necessary tools to frame the value proposition of your own project in consistent terms and make goals concrete enough to steer your actions.
Chapter 2, Recognizing and Avoiding Value Traps, outlines the common pitfalls that can put the value of your project at risk. We will explain why so many projects are affected by these traps and how to avoid them, as well as alternatives that help you stay out of trouble.
Chapter 3, Capturing Value from Your Implementation, will go over the multitude of ways that ServiceNow can add value to your organization, which will help you better identify and link opportunities together into strong business cases and set up the beneficiaries for success.
Chapter 4, Planning an Implementation Program for Success, provides you with a list of considerations and recommendations in case you are considering the implementation of ServiceNow in your organization, which can improve your value realization and the impact of your success.
Chapter 5, Securing Your ServiceNow Instances, is about making sure that your ServiceNow instance is protected from malicious actors. While anyone keeping up with industry news knows that cybersecurity breaches are increasingly impactful, there are steps you can take to make your instances less of a target.
Chapter 6, Managing Multiple ServiceNow Instances, intends to provide someone who is leading their first project with actionable guidelines on how to set up their ServiceNow instances, which will avoid them getting into trouble with releases.
Chapter 7, Designing Effective Processes at Scale, covers the capability of the ServiceNow platform to automate processes and how to connect the pieces to solve your automation problems and encourage configuration reuse.
Chapter 8, Platform Team Processes, Standards, and Techniques, provides an overview of some of the standards and norms a ServiceNow development team should establish in order to deliver value quickly and at a high quality.
Chapter 9, Effectively Operating ServiceNow, provides a lot of value if you are a ServiceNow platform owner. This chapter gives you a look at who you need on your team and which parts of the organization you should engage and provides other recommendations on making that team an effective business value enabler.
Chapter 10, Artificial Intelligence in ServiceNow, intends to provide coverage of one of the most important parts of the ServiceNow platform – the artificial intelligence features that can enable a reality of automation that many aspire to but few can deliver.
Chapter 11, Designing Exceptional Experiences, which is also the final chapter, is all about the ServiceNow user interface, explaining the recent changes to the platform, as well as making sense of the array of options that exist on it.