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...
Saved in:
| Main Author: | |
|---|---|
| Format: | eBook |
| Language: | English |
| Published: |
New York :
Apress,
[2017]
|
| Subjects: | |
| ISBN: | 9781484225714 9781484225707 |
| Physical Description: | 1 online resource : illustrations |
Cover
Table of contents
| LEADER | 06779cam a2200469Ii 4500 | ||
|---|---|---|---|
| 001 | 98036 | ||
| 003 | CZ-ZlUTB | ||
| 005 | 20201109180513.0 | ||
| 006 | m o d | ||
| 007 | cr cnu|||unuuu | ||
| 008 | 170314t20172017nyua o 001 0 eng d | ||
| 040 | |a N$T |b eng |e rda |e pn |c N$T |d N$T |d EBLCP |d IDEBK |d YDX |d UAB |d OCLCF |d UMI |d TOH |d AZU |d UPM |d IOG |d COO |d ESU |d Z5A |d JBG |d IAD |d ICW |d ICN |d VT2 |d OTZ |d K6U |d OCLCQ |d LIV |d IAS |d OCLCQ |d MERUC |d VLB |d IDB |d JG0 |d U3W |d D6H |d CAUOI |d VVB |d UOK |d CEF |d NOC |d KSU |d DEBBG |d AU@ |d UWW |d W2U |d WYU |d UKMGB |d BRX |d AUD |d STF |d UKAHL |d OL$ |d CNCEN |d G3B |d ERF |d UKBTH |d UHL |d LEATE |d OCLCQ |d U@J |d UBY |d OCLCQ |d LQU |d SRU |d MERER |d OCLCQ |d BRF | ||
| 020 | |a 9781484225714 |q (electronic bk.) | ||
| 020 | |z 9781484225707 | ||
| 024 | 7 | |a 10.1007/978-1-4842-2571-4 |2 doi | |
| 024 | 8 | |a 10.1007/978-1-4842-2 | |
| 035 | |a (OCoLC)975486976 |z (OCoLC)975888900 |z (OCoLC)976086972 |z (OCoLC)976330686 |z (OCoLC)976396217 |z (OCoLC)978483495 |z (OCoLC)978756617 |z (OCoLC)979212498 |z (OCoLC)979282297 |z (OCoLC)979431828 |z (OCoLC)983204757 |z (OCoLC)984851200 |z (OCoLC)1011849135 |z (OCoLC)1056938421 |z (OCoLC)1066589386 |z (OCoLC)1097131579 |z (OCoLC)1112855912 |z (OCoLC)1113723003 |z (OCoLC)1122814782 |z (OCoLC)1127141171 |z (OCoLC)1135585650 |z (OCoLC)1152535405 |z (OCoLC)1153865817 |z (OCoLC)1156202098 | ||
| 100 | 1 | |a Kahlout, Gabriele, |e author. | |
| 245 | 1 | 0 | |a Spinning up ServiceNow : |b IT service managers' guide to successful user adoption / |c Gabriele Kahlout. |
| 264 | 1 | |a New York : |b Apress, |c [2017] | |
| 264 | 4 | |c ©2017 | |
| 300 | |a 1 online resource : |b illustrations | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a počítač |b c |2 rdamedia | ||
| 338 | |a online zdroj |b cr |2 rdacarrier | ||
| 500 | |a Includes index. | ||
| 505 | 0 | |a 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. | |
| 505 | 8 | |a 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. | |
| 505 | 8 | |a 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. | |
| 505 | 8 | |a 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. | |
| 505 | 8 | |a 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. | |
| 506 | |a Plný text je dostupný pouze z IP adres počítačů Univerzity Tomáše Bati ve Zlíně nebo vzdáleným přístupem pro zaměstnance a studenty | ||
| 520 | |6 880-01 |a 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. | ||
| 590 | |a SpringerLink |b Springer Complete eBooks | ||
| 650 | 0 | |a ServiceNow (Computing platform) | |
| 650 | 0 | |a Application software. | |
| 655 | 7 | |a elektronické knihy |7 fd186907 |2 czenas | |
| 655 | 9 | |a electronic books |2 eczenas | |
| 776 | 0 | 8 | |i Printed edition: |z 9781484225707 |
| 856 | 4 | 0 | |u https://proxy.k.utb.cz/login?url=https://link.springer.com/10.1007/978-1-4842-2571-4 |y Plný text |
| 992 | |c NTK-SpringerBM | ||
| 999 | |c 98036 |d 98036 | ||
Save to List
Cite this
Export Record
Email this