Summary

This chapter has covered five types of value traps that are common within ServiceNow implementations. We’ve covered the reasons why these traps are common and the strategies that can be used to understand and mitigate their effects. With the tools you’ve learned in this chapter, you should be able to strike a balance between designing for the future and understanding the business in its current form.

You will also be able to focus on a realizable and valuable scope that shows value to your project’s sponsors to ensure that the trivial does not get in the way of delivering the critical. By developing a greater understanding of what change management is and why it is important, we have explored ways to justify the change effort and magnify its value. Finally, we have reviewed the risk of not taking a conscious approach to matching the technical complexity to the types of value being targeted.

Throughout this chapter, the recurring theme has been the...