Spinning Up ServiceNow: IT Service Managers' Guide to Successful User Adoption
- 3h 14m
- Gabriele Kahlout
- Apress
- 2017
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 you how to orchestrate your 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'll Learn
- Quick-start ServiceNow in a matter of days with the minimum configuration required to start processing tickets via email
- Avoid the teething problems that can spoil your users' onboarding experience with ServiceNow
- Automate the process of scaling up new teams into ServiceNow
- Shape your users' experiences so that they retain their familiar bearings in email and Active
- Directory while welcoming the power of ServiceNow enhancements
- Create a strategy to avoid common pitfalls that sabotage ITSM programs
Who This Book Is For
IT managers charged with implementing ServiceNow ITSM suites in their organizations and business analysts determining the requirements for such implementation. The secondary readership is system administrators and developers involved in ITSM.
In this Book
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Chapter 1: Pragmatic or Tragic ITSM: Why ITSM Initiatives Fail and How to Succeed
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Chapter 2: Innovators' ITSM Strategy: How to Trace a Path of Least Resistance for ServiceNow at Your Organization
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Chapter 3: User Access: What You Need to Know about Access in ServiceNow
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Chapter 4: Email Support: Why Open Tickets Automatically from Email and How to Do It Without Disappointing Customers
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Chapter 5: Elegant Notifications: Why Robotic Email Notifications are not How You want Your Customers to Perceive You
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Chapter 6: Request Portal – How Complex Request Fulfillment can be and How to Win with a Consistent User Experience
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Chapter 7: Reporting: How to Make the Most of Your ServiceNow Data Without Being Cheated
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Chapter 8: Customization Process: What You Will Be Doing on ServiceNow after Go-live and How to Go about It Effectively
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Chapter 9: Confidentiality: How to Control Access on a Need-to-know Basis Without Hindering Cross-team Collaboration
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Chapter 10: Fluid Collaboration: How to Track Internal Collaboration in ServiceNow and Reduce Email Traffic
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Chapter 11: Examples – Over 40 Examples of ServiceNow Customizations
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Chapter 12: ServiceNow Jargon: Crash Course on Basic ServiceNow Terminology
