Spinning up ServiceNow : IT service managers' guide to successful user adoption /: IT service managers' guide to successful user adoption. ([2017])
- Record Type:
- Book
- Title:
- Spinning up ServiceNow : IT service managers' guide to successful user adoption /: IT service managers' guide to successful user adoption. ([2017])
- Main Title:
- Spinning up ServiceNow : IT service managers' guide to successful user adoption
- Further Information:
- Note: Gabriele Kahlout.
- Authors:
- Kahlout, Gabriele
- 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; ChapterAbout 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. … (more)
- Publisher Details:
- New York : Apress
- Publication Date:
- 2017
- Copyright Date:
- 2017
- Extent:
- 1 online resource, illustrations
- Subjects:
- 005.365
Business
ServiceNow (Computing platform)
Application software
COMPUTERS -- Programming -- General
Application software
ServiceNow (Computing platform)
Business and Management
Business IT Infrastructure
Special Purpose and Application-Based Systems
Computers -- Expert Systems
Expert systems / knowledge-based systems
Management science
Management information systems
Software engineering
Computers -- Enterprise Applications -- General
Business mathematics & systems
Electronic books - Languages:
- English
- ISBNs:
- 9781484225714
1484225716 - Related ISBNs:
- 9781484225707
1484225708 - Notes:
- Note: Vendor-supplied metadata.
- Access Rights:
- Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
- Access Usage:
- Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.
- View Content:
- Available online (eLD content is only available in our Reading Rooms) ↗
- Physical Locations:
- British Library HMNTS - ELD.DS.359803
- Ingest File:
- 01_322.xml