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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) |
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