| Description |
1 online resource : illustrations |
|
text file PDF rda |
| Note |
Includes index. |
| Contents |
About the Author; About the Technical Reviewer; Acknowledgments; Introduction; Part I: ITSM in the real world; Chapter 1: Pragmatic or Tragic ITSM; The typical failure story; Act I: New CIO; Act II: Invasion of ITSM consultants; Act III: Incident, Problem, Change ... Stop; Act 4: Disillusionment; Act 5: Death; Common traps; 1. Tools mindset; 2. Requirements greed; Like-for-like requirements; Quick wins; 3. Management power illusion; 4. ITIL foundation; Customer satisfaction definition; 5. Practical friction; Email integration; Ease of access; Tweet-ready take aways. |
|
Chapter 2: Innovators' ITSM strategyOverview; Step 1: Pick your customers; Examples; Step 2: Set expectations; Initial scope; Users; Processes; Baseline; Goals; Step 3: Minimal setup; Step 4: Go live quickly; Milestones; Step 5: Refine and emerge; Tweet-ready takeaways; Part II: Essentials; Chapter 3: User access; LDAP integration; How it works; Unique ID; Security; Temporary accounts; Performance; Availability; Groups sync; Location OUs; Single Sign-On; Access levels; Basic access levels; Managing licenses; LDAP and licenses; Bucket groups; Routine scripts; Vendors access. |
|
Chapter 4: Email supportEmail address; Creation options; Option 1: Forward emails; Option 2: Redirect emails; Option 3: Drag and drop emails; Option 4: Manually log tickets in ServiceNow; Replies and duplicates; Reply chains; Reply duplicates; Missed replies; Thank you issue; Internal replies; Filter out spam; Tweet-ready take aways; Chapter 5: Elegant Notifications; Robotic content; Customer-facing notifications; 1. Incident opened receipt; 2. Incident comments updated; 3. Action required; 4. Incident resolved; 5. Incident closed; Subject lines; Duplicates; Reply all; Internal notifications. |
|
1. New unassigned inciden t2. Incident assigned to group; 3. Incident assigned to person; 4. Incident updated; Spam notifications; Tweet-ready takeaways; Chapter 6: Request portal; Planning the portal; User journey; Front-end examples; Al Jazeera's portal; CERN Service Portal; Harvard University IT services; UC Davis portal; Volkswagen iServe; Integration options; Handling approvals; Duplicate approvals; Bypass or modify approval; Detailed approval requests; Collaborating on requests; Tweet-ready takeaways; Chapter 7: Reporting; Actionable threshold monitors; ITSM records. |
|
Measuring user adoption Management reports; Customer satisfaction; Misleading data; Operational efficiency; Standard dynamic reports; Report on all tickets; Tweet-ready takeaways; Part III: After go-live; Chapter 8: Customization Process; Customization vs. configuration; Why companies customize; 1. Workflow automation; 2. Convenience and cosmetic customizations; 3. Access control; Customization process; Requirements backlog; Prioritization; Chargeback; IKEA effect; Development and testing; Consistent standards; 1. Minimize the number of buttons on forms; 2. Human message with every email. |
| Summary |
This book teaches IT service managers how to onboard ServiceNow ITSM tools by evangelizing, educating, and coordinating their organization's service desk, developers, and stakeholders. Drawing on his own story of lessons learned in spinning up the adoption of ServiceNow throughout the Al Jazeera Media Network, application architect Gabriele Kahlout shows IT service managers how to launch automated ServiceNow ticketing tools in seamless integration with their organization's existing email and Active Directory. Spinning Up ServiceNow: IT Service Managers Guide to Successful User Adoption shows IT service managers how to orchestrate their IT service desks and developers to facilitate the adoption and consumption of IT services by all users, supporting their various business needs while optimizing human-computer interaction and minimizing stress and productivity loss arising from poor human-system design. What you will learn: How to quick-start ServiceNow in a matter of days with the minimum configuration required to start processing tickets via email How to avoid the teething problems that can spoil your users' onboarding experience with ServiceNow How to automate the process of scaling up new teams into ServiceNow How to shape your users' experiences so that they retain their familiar bearings in email and Active Directory while welcoming the power of ServiceNow enhancements How to create a strategy to avoid common pitfalls that sabotage ITSM programs. |
|
Helping you avoid the teething problems that can spoil your userѕѫ onboarding experience with ServiceNow, this detailed guide will show you how to quick-start ServiceNow in a matter of days with the minimum configuration required to start processing tickets via email. -- Edited summary from book. |
| Subject |
ServiceNow (Computing platform)
|
|
Application software.
|
|
Business and Management. |
|
Business IT Infrastructure. |
|
Special Purpose and Application-Based Systems. |
|
Logiciels d'application. |
|
Expert systems -- knowledge-based systems. |
|
Business mathematics & systems. |
|
Application software |
|
ServiceNow (Computing platform) |
| Other Form: |
Printed edition: 9781484225707 |
| ISBN |
9781484225714 (electronic bk.) |
|
1484225716 (electronic bk.) |
| Standard No. |
10.1007/978-1-4842-2571-4 doi |
|
10.1007/978-1-4842-2 |
|
More Resources