ServiceNow for Architects and Project Leaders

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.

Table of Contents

1. Understanding the Value of ServiceNow
2. Recognizing and Avoiding Value Traps
3. Capturing Value from your Implementation
4. Planning an Implementation Program for Success
5. Securing your ServiceNow Instances
6. Managing Multiple ServiceNow Instances
7. Designing Effective Processes at Scale
8. Platform Team Processes, Standards, and Techniques
9. Effectively Operating ServiceNow
10. Artificial Intelligence in ServiceNow
11. Designing Exceptional Experiences

Roy has spent his career automating and optimizing enterprise processes with a primary focus on the ServiceNow Ecosystem. His experience spans regional, national, and multinational firms across a broad array of industries where he has served in technical architecture and strategic advisory roles. Having spent years as the architect of large and complex deployments Roy now leads teams working on the cutting edge of the ServiceNow ecosystem to drive innovation and value from the best of the platform. Roy holds the Certified Master Architect designation as well as numerous other ServiceNow Certifications.

David is a ServiceNow Certified Master Architect and leads the ideation, and creation of Enterprise Service Management best practices and thought leadership for Deloitte Canada's ServiceNow practice. He has led transformation programs all over the globe in the telecom, financial services, technology, and agriculture industries and has been involved in many ‘firsts', including one of the first and largest ServiceNow Customer Service Management implementations. David is highly passionate and knowledgeable about how organizations can effectively change their operations to better take advantage of new technologies (such as automation and AI). He lives with his family in Calgary and spends his spare time debating strangers on the internet.