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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...
| Clasificación: | Libro Electrónico |
|---|---|
| Autores principales: | , |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Birmingham :
Packt Publishing, Limited,
2022.
|
| Edición: | 1st edition. |
| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
MARC
| LEADER | 00000cam a22000007a 4500 | ||
|---|---|---|---|
| 001 | OR_on1354207138 | ||
| 003 | OCoLC | ||
| 005 | 20231017213018.0 | ||
| 006 | m o d | ||
| 007 | cr cnu---unuuu | ||
| 008 | 221210s2022 enk o 000 0 eng d | ||
| 040 | |a EBLCP |b eng |c EBLCP |d ORMDA |d EBLCP |d OCLCQ |d TOH |d OCLCQ |d OCLCF |d YDX |d IEEEE |d OCLCO | ||
| 019 | |a 1354258546 | ||
| 020 | |a 9781803247434 | ||
| 020 | |a 1803247436 | ||
| 029 | 1 | |a AU@ |b 000073244382 | |
| 035 | |a (OCoLC)1354207138 |z (OCoLC)1354258546 | ||
| 037 | |a 9781803245294 |b O'Reilly Media | ||
| 037 | |a 10162467 |b IEEE | ||
| 050 | 4 | |a QA76.585 | |
| 082 | 0 | 4 | |a 004.67/82 |2 23/eng/20221213 |
| 049 | |a UAMI | ||
| 100 | 1 | |a Justus, Roy, |e author. | |
| 245 | 1 | 0 | |a ServiceNow for Architects and Project Leaders |h [electronic resource] : |b A Complete Guide to Driving Innovation, Creating Value, and Making an Impact with ServiceNow / |c Roy Justus, David Zhao. |
| 250 | |a 1st edition. | ||
| 260 | |a Birmingham : |b Packt Publishing, Limited, |c 2022. | ||
| 300 | |a 1 online resource (253 p.) | ||
| 500 | |a Description based upon print version of record. | ||
| 505 | 0 | |a 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 | |
| 505 | 8 | |a 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 | |
| 505 | 8 | |a 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 | |
| 505 | 8 | |a 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 | |
| 505 | 8 | |a 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 | |
| 500 | |a Causes of poor asset utilization | ||
| 520 | |a 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. | ||
| 590 | |a O'Reilly |b O'Reilly Online Learning: Academic/Public Library Edition | ||
| 650 | 0 | |a ServiceNow (Computing platform) | |
| 650 | 0 | |a Cloud computing. | |
| 650 | 0 | |a Industrial management |x Data processing. | |
| 650 | 0 | |a Success in business. | |
| 650 | 6 | |a Infonuagique. | |
| 650 | 6 | |a Gestion |x Informatique. | |
| 650 | 6 | |a Succès dans les affaires. | |
| 650 | 7 | |a Cloud computing |2 fast | |
| 650 | 7 | |a Industrial management |x Data processing |2 fast | |
| 650 | 7 | |a ServiceNow (Computing platform) |2 fast | |
| 650 | 7 | |a Success in business |2 fast | |
| 700 | 1 | |a Zhao, David, |e author. | |
| 776 | 0 | 8 | |i Print version: |a Justus, Roy |t ServiceNow for Architects and Project Leaders |d Birmingham : Packt Publishing, Limited,c2022 |z 9781803245294 |
| 856 | 4 | 0 | |u https://learning.oreilly.com/library/view/~/9781803245294/?ar |z Texto completo (Requiere registro previo con correo institucional) |
| 938 | |a ProQuest Ebook Central |b EBLB |n EBL30280346 | ||
| 938 | |a YBP Library Services |b YANK |n 18383886 | ||
| 994 | |a 92 |b IZTAP | ||