• Fishbone Analytics Inc.

The Importance of Architectural Reviews in ServiceNow

A solid architectural review process is imperative to your success

Here at Fishbone, our team focuses on 4 principles when delivering on ServiceNow projects for our customers:

  1. Processes must be efficient and simple – promotes data integrity and a superb, consistent user experience

  2. Foundation data integrity is essential – improves response times and decision making capabilities

  3. Automation & AI are game changers – greatly increases speed and quality of service for employees and customers

  4. Clean & close to out-of-box technology – reduces technical debt and costs while maximizing platform functionality

This is easy to say, but very challenging to do and takes a team approach to deliver these principles.  Furthermore, we also want to minimize unintended disruption to the business, our employees and our customers as we continue to enhance the ServiceNow platform.

One of the best practices we have implemented to help us achieve this is incorporating architectural reviews throughout our development and release process.  While these reviews happen throughout the standard SDLC process, depending on the risk of ServiceNow change (which we will cover in another blog), these reviews should be completed at two critical points – during the design phase and during the Testing phase prior to it going for UAT:

This gives us opportunity to ask some critical questions as a team to ensure we have the best design and outcomes.  Here are just a few of the questions we consider:

  1. Which ServiceNow configuration is the best way to implement the story?

  2. Is there existing functionality in ServiceNow that can be enabled or configured to do this?

  3. Will it affect out-of-box code or future upgrades or functionality?

  4. Will the change impact existing data, and if so, how will it be addressed?

  5. Will the change affect other integrations?

  6. Does the code follow recommended style guides and practices?

  7. Were values hard-coded in scripts instead of using System Properties for easier reconfiguration?What scenarios were tested and was it comprehensive enough?

  8. Is supporting data required, and if so, was it properly captured in the Update Sets or included in the deployment plan?

  9. Were user guides, design or architectural documents updated?

This architectural review process will result in greatly improved ServiceNow solutions while minimizing the short and long-term costs to the business.  If you don’t have a ServiceNow architect on your team to assist with this process, look for an technology architect in your organization that can help you.  And if that isn’t readily available, speak with us at Fishbone, and we can assist you with implementing a best-practice delivery and architectural review process.

Mark Raichuk | Chief Technical Architect


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