Preface

The work of a ServiceNow architect, project leader, or consultant is made meaningful by the impact it has on those who work with us and the users who ultimately benefit from our solutions. In creating this book, we hope to make the work of your teams more fulfilling and ultimately help you deliver on the promise of ServiceNow: to make the world of work, work better for people.

In this book, we share the approaches and perspectives that we’ve assembled over the last decade of our engagement in the ServiceNow ecosystem. We have tried to author the book we wish was available to us when we started our first project in the hope that it will make things easier, more efficient, and more effective for our readers and their teams.

This book will not replace the value of experience, but it will give you a head start and hopefully magnify your own ability to make a difference for those who are relying on your work. Thoughtful application of the tools and principles in this book will be rewarded as you deliver more impactful projects with fewer surprises.