http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
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 complicated projects in the ecosystem.
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
Description based upon print version of record.
Birmingham : Packt Publishing, Limited,c2022