Index
As this ebook edition doesn't have fixed pagination, the page numbers below are hyperlinked for reference only, based on the printed edition of this book.
A
access-control list (ACL) 108
access controls
managing 150
access roles
managing 151
AI/ML capabilities, ServiceNow platform 190
predictive intelligence 190
AI Search 214
configuring 214
application programming interface (API) 110
architecture documentation 153
artificial intelligence (AI) 186
versus machine learning (ML) 186
asset optimization 14
asset, defining 14
Hardware Asset Management 15
prerequisites 14
Software Asset Management (SAM) 15
asset utilization
implementation 56
limitations 52
ServiceNow transformation 53
asset utilization, implementation
asset management process, defining 56, 57
asset management scope on value area, defining 57, 58
transformation initiative 58, 59
asset utilization, limitations 52
actual disposition of assets, determining 53
lack of clear view organization 52
true utilization of assets, determining 53
asset utilization, ServiceNow transformation
asset procurement strategy, optimizing 56
hardware and software utilization, tracking 55
hardware assets, identifying 56
hardware assets, reclaiming 56
IT hardware assets, tracking 54
IT software assets, tracking 54, 55
software assets, reclaiming 55
Automated Test Framework (ATF) 62, 84
automating toil 60
implementation 64
ServiceNow transformation 62
sources 60
automating toil, implementation
processes and procedures, standardizing 65
sources, measuring 65
sources, ranking 65
value for returns, measuring 65
automating toil, ServiceNow transformation
automated testing framework, using 64
chatbots 62
e-bonding and sharing data, integrating 62, 63
email actions 62
real-time operational reports and dashboards 64
structured service requests 62
workflow engines 62
automating toil, sources
data or actions, copying 60
operational reporting 61
regression testing 61
tasks, assigning 60
tasks, creating 60
tasks, managing 60
B
basic research projects 41
Branch per feature 159
business analyst/product owner 170
business transformation function 87
C
class confidence 197
classification framework 193
applicability, assessing 193
input fields 195
output fields 195
trained solution, evaluating 196
training data and frequency 196
word corpus 195
clustering framework 202
clustering solution
code promotion 122
column encryption 108
column-level encryption 108
Column Level Encryption Enterprise (CLEE) 108
Common Service Data Model (CSDM) 7, 136, 153, 183
Configuration Management Database (CMDB) 49, 90
Content Management System (CMS) 206
conversational interfaces 215
disadvantages 215
cost optimization 9
asset optimization 14
process efficiency 10
process efficiency metrics 13
coverage 187
current state
future, focusing on 27
ignoring 27
process shadowing 29
current state replication 24
issues 25
MVP processes, developing 26, 27
tool replacement approach 24
customer experience 17
customer-facing services and products, linking to internal services 67, 68
customer-facing services and products, linking to plan service improvement 67, 68
customer-facing services and products, linking to predict service impact 67, 68
implementation 70
improving 66
measuring 19
non-fragmented service experience, providing 66
portal 18
ServiceNow transformation 68
single place of service experience, providing 66
single view of customer 67
Virtual Agent 18
customer experience, ServiceNow transformation
channels, integrating 69
end-to-end service delivery processes, integrating 69
internal and external services, with CMDB 70
internal and external services, with Common Service Data Model 70
services, consolidating into related portal 68
services, consolidating into single portal 68
Customer Service Management (CSM) 7, 130
D
data analysis 31
exploratory analysis, conducting 32
integrating, with value 32, 33
intentional time allocation, importance 33
targeting 31
Database Encryption 109
database indexes
creating 149
data flow 122
data migration
data quality, improving
effort’s true size, assessing 200
representative sample, validating 200
value case for good data, developing 200
demand managers 170
responsibilities 183
design documents
maintaining 151
E
Edge Encryption 108
Employee Center 206
encryption 107
approach 108
types 108
encryption, types
column-level encryption 108
Database Encryption 109
Edge Encryption 108
Full-disk encryption 109
entity recognition 217
Event Management 131
excluded classes 197
executive sponsor
F
foundational data
attributes 135
Full-disk encryption 109
G
Genius Result 214
governance 92
governance model
decision-making, accelerating with 92, 93
overhead, reducing 94
H
Hardware Asset Management 15
HR Service Delivery (HRSD) 17
HR Service Management (HRSM) 130
human-level performance 192
human resources (HR) 101
I
implementation program, for success
current state processes 75, 76
desired value and KPIs 76
details, adding to scope 77, 78
functional requirements list 76, 77
project guiding principles 74, 75
project vision 74
scope, components 74
scope, defining 74
technical requirements 77
implementation projects 41
implementation team
lead skill sets, examining 88-91
major project functions, examining 87, 88
structuring 86
incident routing rule
Information Technology Infrastructure Library (ITIL) 75
information technology (IT) 101
innovation enablement 19
project management 20
instance, administration operations 116
instance security
planning 104
security measures, implementing 104
Instance Security Center 105, 107
instance security posture
improving 105
Instance Security Center 105, 107
instance security, security measures
code promotion 105
secure platform operations, planning 105
integration security 110
ServiceNow authentication 111
ServiceNow MID Server role 112
ServiceNow service accounts 111
source and target system security 110
intent recognition 217
Internet Protocol (IP) 102
IT Operations Management (ITOM) 7
IT Service Management (ITSM) 7, 80
J
Jelly tool 206
L
long-tail items
implementing 36
lower process cycle time 45
bottlenecks process 50
executing 46
implementation 50
measuring 47
problems 46
process optimization 51
response delay, to requests for service 47
ServiceNow transformation 49
service request 47
service request impact 48
M
machine learning (ML)
versus artificial intelligence (AI) 186
Management, Instrumentation, and Discovery (MID) Server 112, 131
master data documentation 153
mean absolute error (MAE) 198
ML models
metrics 187
tradeoffs 187
multi-factor authentication (MFA) 104
N
naming convention standards 148
Natural Language Processing (NLP) 188, 205
Natural Language Understanding (NLU) 214, 215
Next Experience 206
O
operating committee 172
operational processes, technical development 155
estimation accuracy, managing 155-158
throughput consistency, managing 155-158
version control, using 158-160
operations
versus project work 164
organizational change management (OCM) 28, 37, 59
high-impact activities, applying 39
insufficient management of change, responding to 39
target state work instructions 39
transition support service 40
value, optimizing from 38
P
Pareto principle 34
Payment Card Industry (PCI) 105
performance baseline 192
personally identifiable information (PII) 103
platform management
technical standards 146
platform operating model
establishing 168
platform operating model, roles 169
business analyst/product owner 170
demand managers 170
platform architect 170
platform development and QA teams 171
platform executive sponsor(s) 169
release managers 171
ServiceNow platform owner 169
platform strategy
establishing 165
portal 18
portals, in ServiceNow 207
content taxonomy 209
department portal, to enterprise portal 207, 208
Employee Center Pro app 208
types 207
precision 187
process automation
designing, by utilizing platform building blocks and data 137-139
process design document 152
purposes 152
process efficiency 10
process efficiency, cost optimization
current state 10
improvement, identifying 11, 12
investment process, sequencing 10, 11
process efficiency metrics 13
process shadowing 29
conducting, tips 30
expected benefits 31
time investment 30
Project Portfolio Management (PPM) 20
project steering function 87
project work
versus operations 164
Q
QA testing 84
R
regression 188
regression framework 198
data quality, improving 200
input data quality 199
metrics 198
regression, metrics
average interval width 199
mean absolute error (MAE) 198
range accuracy 199
symmetric mean absolute percentage error (SMAPE) 199
release
activities 79
external dependencies, considering 80, 81
planning 79
planning, to minimize value 79, 80
release managers 171
repeatable patterns
creating, to ease complexity implementation 140-143
REpresentational State Transfer (REST) 111
return on investment (ROI) 4, 25
reusable patterns
creating, to ease complexity implementation 140-142
Risk, Issue, Decision, Action, Change (RIDAC) 20
role-based access control (RBAC) 108
S
science experiment 40
handling 43
recognizing 42
risks 42
ServiceNow capabilities, extending in projects 40-42
scoped applications 123
using 150
scope groups
asset types 16
organizational scope 16
process 16
script coding standards 148
style guides 149
semantic search 214
service accounts
ServiceNow 101
benefit 4
completeness risks 35
defining 5
distribution of value 34
implementing 4
leadership for security, securing 103, 104
managing 4
responsibility 4
risk 102
type 6
ServiceNow landscape
designing 124
four or more instances, utilizing 125, 126
three-instance landscapes 124, 125
two-instance landscapes 124
ServiceNow platform
AI/ML capabilities 190
development 171
executive sponsor 169
fitting, within broader technology landscape 167, 168
operating 178
QA teams 171
resources, to implement changes 174-176
resources, to implement funding of changes 176, 177
resources, to manage direction 172, 173
resources, to manage intake of platform demands 173, 174
ServiceNow platform, user interfaces
Jelly tool 206
Next Experience 206
Service Portal 206
types 205
ServiceNow process automation archetypes 127-129
ServiceNow process automation capabilities 127-129
ServiceNow, risk
creator workflows 103
customer workflows 102
employee workflow 103
IT workflows 102
ServiceNow transformation, for lower process cycle time
master data, utilizing 49
multiple processes connecting to prevent service request 50
structured service requests form, hosting 49
Service Portal 206
service quality 6
current state, identifying 8, 9
implementation scope, aligning 9
planning 8
service scope, defining 6
service scope
defining 6
similarity framework 200
performance, assessing 201, 202
Software Asset Management (SAM) 14, 15, 52
software engineering projects 41
source and target system security 110
standards, platform management
access control, managing 150
access roles, managing 150
automated test coverage standards 154
database indexes, creating 149
design document maintenance 151-153
naming convention standards 148
regressing testing scripts standards 154
scoped applications, using 150
script coding standards 148, 149
tips, for managing changes 148
symmetric mean absolute percentage error (SMAPE) 198
system clone 119
go-live, via 119
non-production environments, synchronizing 120
production-like sandbox, creating 120
requesting 120
uses 119
system design document 152
system integration testing 85
T
target metric 197
target state 24
technical components, ServiceNow process automation capabilities
automated actions, executing 134, 135
automated actions, tasking 134, 135
event intake or user input 129-131
technical development
operational processes and techniques 155
technology transformation function 88
test documentation 153
testing and training
consideration 84
environments 85
post substantial testing 86
testing standards
test set 187
tool slam 25
Top N selection 35
recommended approach for ranking 36
trained solution, evaluating metrics
coverage 197
precision 196
recall 197
related lists 197
training set 187
treemap 202
U
Uniform Resource Locator (URL) 108
user acceptance testing 85
user experience (UX) 107
user experience (UX), with user-facing AI
AI Search 214
AI Search, configuring 214, 215
optimizing 214
user interface (UI) 109
V
validation set 188
Virtual Agent 18
incorporating, into user experience 215
recommendations 216
Virtual Agent, as user interface
advantages 215
W
workflow 159
workspaces, in ServiceNow 212
Configurable Workspaces 213
Legacy Workspaces 213
types 213
Z
zBoot 117
Now Support Automation Store, accessing 117
options, selecting 118
process 118
requesting 117
uses 117