Preface

The genesis of this book owes to the fact that several students who attended my training programs in the last few years have been struggling with ITSM implementations or application support upon their initial assignments. They keep on texting and calling me to seek guidance and often solutions to roadblock which though unforeseen yet are very natural to any project. This paved way for the thinking that a concise yet comprehensive literature dealing with the practical and real life problems during implantation is needed. This book is my humble attempt to the goal. It provides step by step approach to ITSM implementation or resolving development or support using Service-Now, common pitfalls, impediments and errors and their possible solutions. Apart from the general framework for a Service-Now implementation to facilitate a robust design, it also provides general guidelines for planning implementation in such a way as to avoid most of the situations which may result in a not-so-clean design later on.

This book provides insights into the various stages from planning through implementation and maintenance with specific focus on what to expect at individual stages and how to be prepared or counter the common as well as rarely occurring pitfalls that arise from time to time by following best practices recommended by Service-Now.