Action Research Paper on Service Now

Literature Review

Enterprise information technology (IT) is increasingly becoming a hotbed for innovation as observed over the past several years, particularly as many enterprises are continually launching novel technology-based strategies (Ackland et al., 2005). The areas of cloud computing, mobility, as well as big data have properly been the biggest discussion topics while these solutions, services, and trends are being driven and controlled by the managed services providers.  In these trends, one of the most important things is that organizations are increasingly relying on technology to drive their businesses in various departments. As a matter of fact, the needs of each business section such as human resources, project management, facilities management, are beginning to converge (Fernández et al., 2014). The new technology, of course, comes with several benefits, although it has also put a strain on the IT department that does not have the expertise skills.

When we consider the speed with which the novel technologies are emerging over the years, enterprises and other companies have had a relentless battle to deploy those tools that are most advanced without hemorrhaging their tight budgets or their managerial infrastructure. That is the reason on-demand IT service management with the capability of meeting those various demands of different organizations has become popular (Dey, Abowd, & Wood, 1998). This is the age when we have experienced cloud computing being the center of many organizational, technological deployments and it stands as one of the most effective accelerators of efficiency, optimization, and productivity, not only within the IT department but also outside this department. 

The ServiceNow technology solution has entered the scene with a profoundly positive effect on its adopters. This technology solution has ten capability of automating the organizational IT operations; bring all the enterprise functions into one arena as it meets the demands of the service management processes as well as those of the Help Desk (Strähle, Füllemann, & Bendig, 2012).  Companies are continually using the ServiceNow technology solution to optimize their clientele technology operations, managing their implementation, integration, maintenance, and their support responsibilities so that organizations can focus on what counts: the internal operations thereby achieving their objectives on time.  The ServiceNow technology is currently one of the hottest products on the IT market, and many scholars have labeled it as a disruptive force in the area of cloud computing paradigm due to its unprecedented and positive effect on the adopters (Dumas, 2012).

There are high hopes for the ServiceNow technology to transform the IT sector completely in the future. It is likened to the major software technologies like the Salesforce, and it is asserted as a powerhouse in the area of IT service automation. The use of automated software in companies has helped various industries to overcome numerous challenges in light of efficiency, profitability, as well as modern information technology service management (Fichman, Dos Santos& Zheng, 2014). The ServiceNow has a flat platform whereby all application modules have an obstructed access to the same data model that breaks down the silos within the IT arena.  The ServiceNow software can automate the IT processes with the aim of improving the service relationships between the clients and vendors and helping enterprises to get a better handle of the increasing requests from the various departments or employees using a variety of devices.

With this trend of the SrviceNow technology, we expect the roles of the ServiceNow developer to be inevitable for those companies that have adopted or are yet to adapt to the technology. The ServiceNow Developer is required to builds a strategic platform that enables the request or approval of access to the business applications as well as fulfillment of the access requests. The ServiceNow developer owns the development tasks of this solution, and the expertise development can aid in greatly improving the operations of the organizations.  The developer aligns with the technical design teams in projects related to the technical designs so as to make sure that the design is adequately supported by the different underlying vendor software. This collaboration is aimed at meeting the expected quality standards (Solugenix Inc., 2016).

The ServiceNow Developer understands the configurations management principles. They are required to carry out the necessary tasks of designing and developing the configurations as well as customizing for the component delivery (Strähle, Füllemann, & Bendig, 2012). The other responsibility vested on the ServiceNow developer is the technical specification as well as the implementation of the ServiceNow integration. He/she provides then necessary expertise on the technical specifications associated with the development of the ServiceNow.  The developer also implements the technical solutions and carries out the components integration tests so as to make sure that the solutions developed and implemented meet the required standards (Antonelli, 2016). Also, the ServiceNow developer understands the businesses needs including the needs to standardize the enterprise processes, and thus builds them into the design. Thus, the roles of the ServiceNow developer can be grouped into four categories; the primary client-facing roles, the secondary client-facing roles, the primary internal roles, and then secondary internal roles.

The primary customer-facing responsibilities pertain to the project, the design, the client, and the experience. In the project based responsibilities of the ServiceNow Developer is to fulfill the technical design as well as the leadership while making sure that there is an achievement if the highest technical quality standards (Strähle, Füllemann, & Bendig, 2012). In the design tasks, the developer must accomplish the technical design guidance with the clients and within CPP. For the client, the ServiceNow developer has to educate and even negotiate the right relevant technical solutions with the customers. They must have the experience to deliver positive as well as value-add experience to the clients in every interaction. Also, about the secondary client-facing responsibilities, the ServiceNow developer has to generate additional opportunities for the organization and fill the technical and process roles in case need arises.

The primary internal roles entail leading, educating, mentoring, and developing the compliance process resources for the projects in which they are involved. They also have to help in scoping the new opportunities as well as designing tools and techniques that can deliver them efficiently. The developer makes sure that the developed artifacts, the configured technical components plus other personal interactions meet the highest quality standards possible (Solugenix Inc., 2016). The ServiceNow developer is also the final escalation point for the technical decisions made within the client projects. The developer’s secondary internal responsibilities pertain to the methodology and public space. In the former responsibility, the developer contributes to the tactical techniques, methods, and tools so as to continually improve the organizational sales, delivery and its financial capabilities. In light of the public space, the ServiceNow developer represents the compliance process of the organization in the media and publication speaking or other related channels.

Proposal

In this research project for the ServiceNow developer roles and responsibilities, I will leverage the Action Research (AR) methodology as stated in the methodology section as it is the most appropriate method to achieve the goals and objectives of the research. Based on this methodology, the research will be organized into a number of iterations with each iteration embodying the process of plan, action, observation, and reflection. Through the transition from one iteration to another, one phase to the other, I will be able to accomplish the research purpose which is to improve my skills set and experience to become an expert ServiceNow developer. Below are the iterations followed by a brief discussion of what each will entail.

Iteration 1:  Brainstorming

The Brainstorming session is the first iteration of this research project, and it will involve the introduction to the responsibility of the ServiceNow developer and why they should be hired in organizations. The researcher, therefore, will meet some experts and consult with other ServiceNow developers through this; he will understand these roles better. The experts will also help to discuss the hardships that the ServiceNow developers encounter in their day-to-day activities.

Iteration 2: Gathering Requirements

In this research, the researcher aims at understanding the requirements to become a ServiceNow developer and how these requirements should be acquired. The researcher will need to utilize various resources such as journals, books, magazines, and the Internet to determine those requirements. That will in turn aid in preparing on how to acquire the skills adequately.

Iteration 3: Training

During his iteration on training, the researcher intends to get training from experts on how to carry out the tasks and responsibilities of the ServiceNow developer. That will incorporate the design and other project development tasks related to the ServiceNow developer.

Iteration 4: Practicing the Data ServiceNow Developer Role and Evaluating the Research

This is the last iteration where the researcher will request one of the renowned organizations that leverage the ServiceNow technology to give him a chance of practicing the things I will have trained on in the previous iterations. In this iteration, the researcher will also evaluate everything he will have learned and identified any areas where more polishing will be required.

References

Ackland, R., Taylor, K., Lefort, L., Cameron, M., & Rahman, J. (2005, November). Semantic service integration for water resource management. In International Semantic Web Conference (pp. 816-828). Springer Berlin Heidelberg.

Antonelli, M. (2016). ServiceNow. 

Dey, A. K., Abowd, G. D., & Wood, A. (1998). CyberDesk: A framework for providing self-integrating context-aware services. Knowledge-Based Systems, 11(1), 3-13.

Dumas, M. B. (2012). Diving into the bitstream: Information technology meets society in a digital world. Routledge.

Fernández, A., del Río, S., López, V., Bawakid, A., del Jesus, M. J., Benítez, J. M., & Herrera, F. (2014). Big Data with Cloud Computing: an insight on the computing environment, MapReduce, and programming frameworks. Wiley Interdisciplinary Reviews: Data Mining and Knowledge Discovery, 4(5), 380-409

Fichman, R. G., Dos Santos, B. L., & Zhiqiang (Eric) Zheng. (2014). Digital innovation as a fundamental and powerful concept in the information Systems curriculum. Mis Quarterly, 38(2), 329-343.

Solugenix Inc. (2016). The importance of ServiceNow developer context/syntax understanding: acess control rules (ACL) for security. 

Strähle, O., Füllemann, M., & Bendig, O. (2012). Service now! Time to wake up the sleeping giant. Bain & Company (Ed.).

Sherry Roberts is the author of this paper. A senior editor at MeldaResearch.Com in nursing essay help USA if you need a similar paper you can place your order from custom college papers.