ServiceNow for Architects and Project Leaders: A complete guide to driving innovation, creating value, and making an impact with ServiceNow
- Length: 252 pages
- Edition: 1
- Language: English
- Publisher: Packt Publishing
- Publication Date: 2022-12-01
- ISBN-10: 1803245298
- ISBN-13: 9781803245294
- Sales Rank: #5926937 (See Top 100 Books)
Gain insight and strategic advice for driving value in your organization with this practical guide that condenses a decade of ServiceNow wisdom into the must-know essentials for impactful deployments
Key Features
- Focus on what to do when shaping and leading a ServiceNow journey
- Explore strategies for making your projects impactful and valuable
- Guidance for leaders at every level to maximize return on their investments in ServiceNow
Book Description
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.
What you will learn
- Understand the key drivers of value in ServiceNow implementation
- Structure your ServiceNow programs for successful delivery
- Discover methods and tools for securely using ServiceNow
- Set up a multi-instance environment with best practices and patterns
- Architect and lead the deployment of AI capabilities in ServiceNow
- Build innovative experiences using NLU, virtual agents and the Now Experience Framework
Who this book is for
This book is for architects, consultants and project leaders looking to drive value by applying ServiceNow effectively and efficiently. Platform administration or development experience is useful but not necessary to get the most out of this book. However, some familiarity with the modules and features of ServiceNow is expected.
ServiceNow for Architects and Project Leaders Contributors About the authors About the reviewer Preface Who this book is for What this book covers To get the most out of this book Download the color images Conventions used Get in touch Share Your Thoughts Download a free PDF copy of this book Part 1 – Pursuit of Value Chapter 1: Understanding the Value of ServiceNow Managing for value What is value? Why is managing ServiceNow’s value important? Who is responsible for value? How do we define value? Types of value Service quality Defining a service scope Service quality metrics Planning for service quality Identifying opportunities in the current state Aligning the implementation scope with the opportunity Cost optimization Process efficiency Process efficiency metrics Asset optimization Customer experience Tools for customer experience Scoping customer experience value – portals Scoping customer experience value – Virtual Agent Measuring customer experience Innovation enablement Ideation Project management Summary Chapter 2: Recognizing and Avoiding Value Traps Replicating the current state The tool replacement approach Arguments in favor of replicating the current state Issues with replicating the current state Strategy 1 – Adopting the out-of-the-box process Strategy 2 – Developing an MVP process Ignoring the current state Focusing on the future Failing to learn from the past Strategy 1 – Process shadowing Tips for conducting process shadowing The time investment of process shadowing The expected benefits of process shadowing Strategy 2 – Data analysis Targeting data analysis Conducting exploratory analysis Integrating value and analysis The importance of intentional time allocation Chasing the long tail The appeal of aiming for 100% coverage The distribution of value Risks of completeness Strategy 1 – Top N selection The recommended approach for ranking Strategy 2 – Minimal implementation for long-tail items Not managing change The first cut – OCM Risks of reducing the OCM effort Optimizing value from OCM Responding to insufficient management of change Applying high-impact OCM activities Target state work instructions Transition support service The science experiment Projects extending ServiceNow Risks of the science experiment Recognizing a science experiment Handling a science experiment Summary Chapter 3: Capturing Value from your Implementation Lowering the process cycle time Causes of long cycle times Confusion in how and where to engage a process How to measure process cycle times and see your issues Delays in response to requests for service Inability to find the right expertise to fulfil the request Lost updates and poor transitions between service fulfillment parties How your ServiceNow transformation can reduce process cycle times How to prepare for an implementation with a focus on reducing the cycle time Optimizing asset utilization Causes of poor asset utilization How your ServiceNow transformation can improve asset utilization How to prepare for an implementation with a focus on optimizing asset utilization Automating toil Sources of toil Where ServiceNow can automate toil How to prepare for an implementation with a focus on automating toil Improving customer experience Where customer experience can improve Where ServiceNow can help improve customer experience How to prepare for an implementation to improve customer experience Summary Chapter 4: Planning an Implementation Program for Success Defining the scope of the project Important components of the project scope Adding details to the scope Planning the release and release activities Releasing often (minimizing impacts) Considering external dependencies Planning for data migration and validation Considering testing and training Structuring the implementation team Examining major project functions Examining team leads and their skill sets Can’t I just hire a consultant for all this? Governance Accelerating decision-making with a good governance model Reducing the overhead of governance Value management Summary Part 2 – The Checklist Chapter 5: Securing Your ServiceNow Instances The case for investment in security What is at risk? Securing leadership support for security Planning for instance hardening Implementation security measures Planning for secure platform operations Improving instance security posture Instance Security Center Encryption How to approach encryption Encryption types Integration security Source and target system security Securing endpoints Authentication and service accounts in ServiceNow Role of the ServiceNow MID Server Summary Chapter 6: Managing Multiple ServiceNow Instances What are ServiceNow instances? Instance administration operations zBoot – a full reset of your instance System clone – copying the configuration and data from another instance Code promotion and data flow Designing your ServiceNow landscape Summary Chapter 7: Designing Effective Processes at Scale ServiceNow’s process automation capabilities and archetypes Technical components of the platform that deal with event intake or user input Technical components of the platform that manage workflows Technical components of the platform that deal with tasking and the execution of automated actions Technical components of the platform that deal with shared and foundational data Designing process automation by utilizing platform building blocks and data Creating repeatable and reusable patterns to ease implementation complexity Summary Chapter 8: Platform Team Processes, Standards, and Techniques Platform management and technical standards Setting standards to manage platform maintenance and risk Standards and tips to manage platform changes Operational processes and techniques of technical development Teams should manage the accuracy of their estimations and the consistency of their throughput Teams should use version control whenever possible and use it as a way of managing code review and quality control processes Summary Part 3 – From Success to Innovation Chapter 9: Effectively Operating ServiceNow The differences between operations and project work Establishing a platform strategy Who will be the platform’s customers? How will the platform fit within the broader technology landscape? Establishing a platform operating model Platform operating model roles Who will manage the direction of the platform and how? Who will manage the intake of platform demands and how? Who will manage how changes are implemented on the platform and how? Who will manage the funding of changes on the platform and how? Operating the platform Executive sponsor and operating committee Platform owner Business analyst/product owner Demand managers Platform architect Summary Chapter 10: Artificial Intelligence in ServiceNow Understanding AI and ML What is AI? The AI/ML capabilities of the ServiceNow platform Predictive intelligence Practical example – automating an incident routing rule Classification framework Assessing the applicability of the classification framework Getting started with the classification framework Regression framework Metrics for regression Input data quality Improving data quality Similarity framework Assessing the similarity framework’s performance Clustering framework Creating a clustering solution Summary Chapter 11: Designing Exceptional Experiences Types of ServiceNow user interfaces Jelly Service Portal Next Experience Portals Types of portals The journey from department to enterprise portals Employee Center Pro Content taxonomy Custom app portals and portal customizations Application portals Workspaces Determining which workspaces to use Optimizing experiences with user-facing AI AI Search AI Search configurability Conversational interfaces Incorporating Virtual Agent into your user experience Advantages of Virtual Agent as a user interface Disadvantages of conversational interfaces Recommendations for Virtual Agent ServiceNow NLU Summary Index Why subscribe? 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