Spinning up ServiceNow IT Service Managers' Guide to Successful User Adoption
Learn how to onboard ServiceNow ITSM tools by evangelizing, educating, and coordinating your 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 arch...
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| Main Author: | |
|---|---|
| Format: | eBook Publication |
| Language: | English |
| Published: |
Berkeley, CA
Apress L. P
2017
Apress |
| Edition: | 1 |
| Series: | SpringerLink |
| Subjects: | |
| ISBN: | 9781484225707, 1484225708, 1484225716, 9781484225714 |
| Online Access: | Get full text |
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Table of Contents:
- "Confidentiality discourages collaboration" -- "It's still possible to have a data breach" -- "When reassigning to another team, they can see all previous conversations" -- Tweet-ready takeaways -- Chapter 10: Fluid collaboration -- Back story -- User vs. internal communication -- Internal attachments -- ServiceNow Connect -- Replacing email with ServiceNow Connect -- Addressing Connect limitations -- Following a ticket -- Replies to Connect email notifications -- Groups and outsiders participation -- Other options -- Internal emails -- Copied in the CC -- Groups watchlists -- Tweet-ready takeaways -- Chapter 11: Examples -- Search in ServiceNow -- 1. Contains search by default -- 2. Personalized global search -- 3. Color-coded ticket numbers -- 4. Look up callers by staff ID -- Contextual help, dates and usability -- 5. Info messages with hyperlink -- 6. International date format -- 7. Rounded-up time fields -- 8. Outlook global changes calendar -- 9. Read-only open details -- 10. Related records header -- Ticket state, priority and SLA -- 11. Buttons to change ticket state -- 12. Un-hold tickets automatically -- 13. Close on-hold tickets -- 14. Replies to closed tickets -- 15. Re-opened incidents -- 16. Priority and SLA setting -- 17. SLA reminders gauge -- Assignment, participation and hand-over notes -- 18. Assignment based on email address or location -- 19. Assignment based on Configuration item -- 20. Discard unregistered emails -- 21. Re-assignment pop-up -- 22. Closing unassigned tickets -- 23. Track participation -- 24. Assignment group based on Assigned to -- 25. Parent assignment groups -- 26. User communication and internal tabs -- 26. Vendor ticket number -- Users and LDAP settings -- 27. Primary group -- 28. Functional accounts -- 29. Email required for sync -- 30. Unique user attributes -- 31. Location in tickets -- 32. Delete role
- Intro -- Contents -- About the Author -- About the Technical Reviewer -- Acknowledgments -- Introduction -- 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 strategy -- Overview -- 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 -- 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 support -- Email 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
- 33. Access to add vendors -- 34. User details in preview window -- Request fulfillment -- 35. Request form and communication -- 36. Request tickets descriptions -- 37. Wait for new ad-hoc Task -- 38. Log to-do Tasks -- 39. Reminder Task for return dates -- 40. No going back on approved -- 41. Consistent workflows -- 42. Cannot reopen requests -- Tweet-ready takeaways -- Chapter 12: ServiceNow jargon -- Business rules, Client scripts and UI actions -- Client scripts -- UI actions -- Views and Access control rules -- Custom apps, Modules, and Application menus -- Breadcrumbs, dot-walking, and saved filters -- Update sets, Import sets, and Inbound actions -- Importing data -- Inbound email actions -- Task table, Sys_id and Dictionary overrides -- Home pages and Gauges -- Tweet-ready takeaways -- Appendix A: Checks and Monitors -- Risk assessment -- Checks before deployment to Production -- Checks after deployment -- Special checks -- Inbound email actions -- Incoming emails monitor -- Outgoing emails monitor -- Email notifications -- LDAP sync settings -- Business rules -- Charts to measure slowness -- Appendix B: Access Requirements -- Requirements format -- User access -- Prerequisites -- User profiles -- Servicedesk access -- Availability -- Security -- Performance -- Vendors access -- Other -- Access to data -- End-user accesss -- Full access -- Others access -- Index
- Internal notifications -- 1. New unassigned incident -- 2. 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 -- 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 -- 3. Limit team-specific customizations -- 4. Transparent behavior -- Development instance -- Testing and monitoring -- Release and deployment -- Tweet-ready takeaways -- Chapter 9: Confidentiality -- Scope of data protection -- Ticket data -- Protection from ServiceNow -- Domain separation -- Examples -- Access on a need-to-know basis -- Variations -- Sister teams -- Confidential checkbox -- Confidential scenarios -- Personal ERP issue -- Information security work -- Confidential vs. Out-of-box -- Arguments against confidentiality -- "It's unnatural and complicates things"