ServiceNow for Architects and Project Leaders : A Complete Guide to Driving Innovation, Creating Value, and Making an Impact with ServiceNow

ServiceNow for Architects and Project Leaders A Complete Guide to Driving Innovation, Creating Value, and Making an Impact with ServiceNow

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 com...

Descripción completa

Detalles Bibliográficos
Autor principal: Justus, Roy (-)
Otros Autores: Zhao, David
Formato: Libro electrónico
Idioma:Inglés
Publicado: Birmingham : Packt Publishing, Limited 2022.
Edición:1st ed
Materias:
ServiceNow (Computing platform)
Cloud computing.
Industrial management > Data processing.
Success in business.
Ver en Biblioteca Universitat Ramon Llull:https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009711813606719
Tabla de Contenidos:
  • Cover
  • Title Page
  • Copyright and Credits
  • Contributors
  • Table of Contents
  • Preface
  • 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
  • Conclusion
  • Index
  • Other Books You May Enjoy.

Ejemplares similares