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Spinning up ServiceNow : IT service managers' guide to successful user adoption /
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 Jazeer...
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
New York :
Apress,
[2017]
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| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
Tabla de Contenidos:
- 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.