Spinning Up ServiceNow: IT Service Managers' Guide to Successful User Adoption
暫譯: 啟動 ServiceNow：IT 服務經理成功用戶採用指南
Gabriele Kahlout
- 出版商: Apress
- 出版日期: 2017-03-10
- 定價: $1,650
- 售價: 8.0 折 $1,320
- 語言: 英文
- 頁數: 241
- 裝訂: Paperback
- ISBN: 1484225708
- ISBN-13: 9781484225707
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商品描述
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 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.
商品描述(中文翻譯)
學習如何透過宣導、教育和協調您組織的服務台、開發人員和利益相關者來啟動 ServiceNow ITSM 工具。應用架構師 Gabriele Kahlout 以他在 Al Jazeera Media Network 推動 ServiceNow 採用過程中的經驗教訓為例，向 IT 服務經理展示如何在與組織現有的電子郵件和 Active Directory 無縫整合的情況下啟動自動化的 ServiceNow 票務工具。
《啟動 ServiceNow：IT 服務經理成功用戶採用指南》向您展示如何協調您的 IT 服務台和開發人員，以促進所有用戶對 IT 服務的採用和使用，支持他們的各種業務需求，同時優化人機互動，並最小化因人系統設計不良而導致的壓力和生產力損失。
您將學到的內容：
- 在幾天內快速啟動 ServiceNow，並以最少的配置開始通過電子郵件處理票務
- 避免可能破壞用戶在 ServiceNow 上的上線體驗的初期問題
- 自動化將新團隊擴展到 ServiceNow 的過程
- 形塑用戶的體驗，使他們在歡迎 ServiceNow 增強功能的同時，仍能保持對電子郵件和 Active Directory 的熟悉感
- 制定策略以避免破壞 ITSM 計劃的常見陷阱
本書適合的讀者：
負責在其組織中實施 ServiceNow ITSM 套件的 IT 經理，以及確定此類實施需求的業務分析師。次要讀者為參與 ITSM 的系統管理員和開發人員。
