ServiceNow is a cloud-based SaaS platform that automates enterprise processes and delivers a consistent, consumer-like experience. With prescriptive guidance for the design and adoption of ServiceNow, this book delivers insights and strategic advice that comes with a decade of experience leading complicated projects in the ecosystem.



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.