Platform Advisory
The Technical Consultant's Edge
The flagship of the series: the craft of technical consulting on the Now Platform. Positioning, delivery discipline, and the habits that separate trusted advisors from staff augmentation.
Michael J. Murphy
Michael J. Murphy is a Technical Architect and ServiceNow Trusted Advisor with decades of experience designing, executing, and delivering solutions for Fortune 500 organizations, the Pentagon, NASA, DoD, and other high-growth technology companies. He specializes in ServiceNow enterprise solutions and spent eight years as a trusted advisor at ServiceNow within the IT Business Management practice.
Every organization I worked with during my tenure at ServiceNow in professional services asked me some version of the same question: "We bought the tool, why isn't it working?" The honest answer, almost every time, was that the tool was working fine. What wasn't working was everything around it: the intake process nobody agreed on or knew about, the resource data nobody maintained, the prioritization meeting that happened once and never again, the executive sponsor who approved the license and then disappeared.
This collection of books exists to close that gap. They are not rewrites of the product documentation; ServiceNow's docs site does a fine job of telling you which checkbox enables which feature. Instead, this is the book I wish I could have handed to you during the engagement, knowing you will have the same "configuration" questions which are really process questions in disguise. Let me cover what the platform does, but more importantly how the pieces fit together, which decisions matter early, which ones can wait, and where organizations consistently stumble.