rdf-syntax-grammar
mods:
  schema location: http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
  title info:
    title: ServiceNow for Architects and Project Leaders
    sub title: A Complete Guide to Driving Innovation, Creating Value, and Making an Impact with ServiceNow
  name:
    name part: Justus, Roy
    role:
      role term: creator
    role:
      role term: author.
  name:
    name part: Zhao, David
    role:
      role term: author.
  type of resource: text
  origin info:
    place:
      place term: enk
    place:
      place term: Birmingham
    publisher: Packt Publishing, Limited
    date issued: 2022
    edition: 1st edition.
    issuance: monographic
  language:
    language term: eng
  physical description:
    form: remote
    extent: 1 online resource (253 p.)
  abstract: 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.
  table of contents: 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
  table of contents: 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
  table of contents: 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
  table of contents: 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
  table of contents: 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
  note: Roy Justus, David Zhao.
  note: Description based upon print version of record.
  note: Causes of poor asset utilization
  subject:
    topic: ServiceNow (Computing platform)
  subject:
    topic: Cloud computing
  subject:
    topic: Industrial management
    topic: Data processing
  subject:
    topic: Success in business
  subject:
    topic: Cloud computing
  subject:
    topic: Industrial management
    topic: Data processing
  subject:
    topic: ServiceNow (Computing platform)
  subject:
    topic: Success in business
  classification: QA76.585
  classification: 004.67/82
  related item:
    title info:
      title: ServiceNow for Architects and Project Leaders
    name:
      name part: Justus, Roy
    origin info:
      publisher: Birmingham : Packt Publishing, Limited,c2022
  identifier: 9781803247434
  identifier: 1803247436
  identifier: 9781803245294 O'Reilly Media
  identifier: https://proxy.library.tamu.edu/login
  record info:
    record content source: EBLCP
    record creation date: 221210
    record change date: 20260129210154.3
    record identifier: in00004673216
    language of cataloging:
      language term: eng