Servicenow Excellence: Building a High-Performing, AI-Ready IT Service Organization

By Ingrid Padilla

Every IT department has ServiceNow. Few are actually supported by it. Most organizations buy the platform and never close the gap between owning a license and running a genuinely efficient service. Tickets pile up in inconsistent categories. SLA targets were copied from a template nobody validated. Notifications train everyone to ignore their inbox. The CMDB was declared "done" once and never trusted since. AI features sit half-configured because no one agreed what problem they were supposed to solve. ServiceNow Excellence closes that gap -- deliberately, in sequence, one decision at a time. This isn't a button-by-button user manual, and it won't go stale the next time ServiceNow renames a menu. Every recommendation in this book is anchored to ITIL 4, the methodology ServiceNow was built to express. Tooling changes with every release. The method doesn't. That's the difference between advice that survives your next platform upgrade and advice that expires with it. Inside, you'll get a complete, practical operating model for IT service delivery, including: Incident, change, and request management workflows that actually reduce cycle time -- and the ITIL practices behind each oneHow to build SLA targets from your own historical data instead of an arbitrary, aspirational templateNotification design that reaches the right person with a clear next action, instead of flooding everyone's inboxA knowledge base practice that turns every resolved ticket into a reusable asset instead of a repeated investigationProductivity KPIs, trend detection through problem management, and analytics leadership will actually useExactly which AI features are free in your instance today, which require a paid tier, and how to sequence adoption so you get real value instead of shelfwareA lean, use-case-driven path to a CMDB you can actually trustGovernance for apps, integrations, and Integration Hub "spoke" automations -- with concrete scenarios -- before sprawl sets inA concrete 90-day roadmap that takes every chapter from idea to daily habitWho this book is for: IT service managers, ServiceNow administrators and architects, ITSM/ITIL practitioners, and IT directors who are tired of a platform that feels like it's fighting them instead of working for them -- whether you're standing up ServiceNow for the first time or repairing an instance that's drifted for years. Every chapter closes with a one-page checklist you can actually use in a meeting, and every major topic includes reference tables (KPI definitions, SLA tiers, ITIL practice mappings, AI feature tiers) so this book keeps working as a desk reference long after the first read. The platform is the tool. ITIL is the method. This book is the bridge. Independent educational guide. Not affiliated with, endorsed by, or sponsored by ServiceNow, Inc.

• Format: Paperback
• Language: English
• ISBN: B0HBMBT4XK
• ISBN13: 9798189047329
• Release Date: July 2026
• Publisher: Independently Published
• Length: 146 Pages
• Weight: 0.45 lbs.
• Dimensions: 0.3" x 6.0" x 9.0"