Platform Team Processes, Standards, and Techniques

With your processes designed and your organization aligned, it’s time for your team to roll up their sleeves and configure the platform to support those amazing processes in a user-friendly way.

So, where do you start? How does the platform team ensure what they are doing will not compromise the integrity of the platform? How do you minimize the work of maintaining the configuration going forward? I thought we were just going to go with out-of-the-box (OOTB) anyway?

This chapter will go into the details of how the platform team is run, cover contentious topics (such as the oft-brought-up customization versus configuration discussion), and go over the broad processes and technical patterns that can improve the maintainability of configuration on the ServiceNow platform for your organization.

Entire books have been written on how to run development teams, coding design patterns, architecture best practices, and coding...