ServiceNow for Architects and Project Leaders: A complete guide to driving innovation, creating value, and making an impact with ServiceNow

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.

獲取洞察力和策略建議，以在您的組織中創造價值，本實用指南將十年的ServiceNow智慧壓縮成必須了解的關鍵要素，以實現有影響力的部署。

主要特點：
- 專注於塑造和引領ServiceNow之旅時應該做什麼
- 探索使您的項目具有影響力和價值的策略
- 為各級領導者提供指導，以最大化他們在ServiceNow上的投資回報

書籍描述：
ServiceNow是領先的企業服務管理平台，可實現現代企業中服務的有效管理。

在本書中，您將學習如何避免可能挑戰價值實現的問題，如何集中精力，如何平衡權衡，以及如何獲得對複雜決策的支持。您將了解ServiceNow實施中價值的關鍵驅動因素，以及如何為成功交付結構化您的計劃。接下來，您將獲得在安全使用ServiceNow時的實用指導方法和考慮因素。您還將學習如何建立多實例環境，包括最佳實踐、模式和多實例流程的替代方案。後面的章節涵蓋了設計能夠提供最佳投資回報的流程的方法和途徑。此外，您還將獲得設計技術標準、規模設計、確保可維護性和構建可支持實例的提示。最後，您將專注於ServiceNow之旅中可以實現的創新可能性，這將幫助您管理不確定性並獲得早期採用者的價值。

通過閱讀本書，您將準備好自信地領導或支持ServiceNow實施，並確信您不僅帶來了解決方案，還在組織中產生了影響力。

您將學到什麼：
- 了解ServiceNow實施中價值的關鍵驅動因素
- 為成功交付結構化您的ServiceNow計劃
- 發現安全使用ServiceNow的方法和工具
- 使用最佳實踐和模式建立多實例環境
- 在ServiceNow中架構和引領AI能力的部署
- 使用NLU、虛擬代理和Now Experience Framework構建創新體驗

本書適合尋求通過有效和高效應用ServiceNow來創造價值的架構師、顧問和項目負責人。具備平台管理或開發經驗對於充分利用本書非常有用，但不是必需的。然而，預期讀者對ServiceNow的模塊和功能有一定的熟悉。

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.

Roy在他的職業生涯中專注於自動化和優化企業流程，主要集中在ServiceNow生態系統上。他的經驗涵蓋了區域、國家和跨國公司，涉及廣泛的行業，他在技術架構和戰略顧問角色中提供服務。作為大型和複雜部署的架構師多年，Roy現在帶領團隊在ServiceNow生態系統的前沿工作，推動創新和價值的最佳平台。Roy擁有認證的主架構師稱號，以及其他多個ServiceNow認證。

David是ServiceNow認證的主架構師，並為德勤加拿大的ServiceNow實踐領域領導創意和企業服務管理最佳實踐和思想領導。他在電信、金融服務、技術和農業等行業的全球轉型計劃中擔任領導角色，並參與了許多“首次”，包括最早和最大的ServiceNow客戶服務管理實施之一。David對組織如何有效地改變其運營以更好地利用新技術（如自動化和人工智能）充滿熱情和知識。他與家人住在卡爾加里，閒暇時間喜歡在網絡上與陌生人辯論。