Summary

This chapter has covered a lot of ground, from addressing the foundational concepts in a value-driven implementation to walking through four broad categories of value in ServiceNow implementations with specific examples. Using the information in this chapter, you can now articulate the need for active management of project value in order to maximize the ROI in ServiceNow. Additionally, you should understand the broad categories of value within a ServiceNow implementation and be able to use this to frame and document specific value objectives for your project. Finally, you should be able to connect the value that you are targeting to specific features and capabilities that will form your project scope and specify metrics that will track the success of your value objectives.

In the next chapter, we will look at some of the common ways in which projects fail to deliver the anticipated value.