Spinning Up ServiceNow

1. Front Matter

   Pages i-xviii

   PDF

2. ITSM in the real world

   1. Front Matter

      Pages 1-1

      PDF

   2. Pragmatic or Tragic ITSM

      • Gabriele Kahlout

      Pages 3-23

   3. Innovators’ ITSM strategy

      • Gabriele Kahlout

      Pages 25-38

3. Essentials

   1. Front Matter

      Pages 39-39

      PDF

   2. User access

      • Gabriele Kahlout

      Pages 41-56

   3. Email support

      • Gabriele Kahlout

      Pages 57-68

   4. Elegant Notifications

      • Gabriele Kahlout

      Pages 69-88

   5. Request portal

      • Gabriele Kahlout

      Pages 89-104

   6. Reporting

      • Gabriele Kahlout

      Pages 105-121

4. After go-live

   1. Front Matter

      Pages 123-123

      PDF

   2. Customization Process

      • Gabriele Kahlout

      Pages 125-144

   3. Confidentiality

      • Gabriele Kahlout

      Pages 145-159

   4. Fluid collaboration

      • Gabriele Kahlout

      Pages 161-171

   5. Examples

      • Gabriele Kahlout

      Pages 173-200

   6. ServiceNow jargon

      • Gabriele Kahlout

      Pages 201-215

5. Appendices

   1. Front Matter

      Pages 217-217

      PDF

   2. Checks and Monitors

      • Gabriele Kahlout

      Pages 219-228

   3. Access Requirements

      • Gabriele Kahlout

      Pages 229-235

6. Back Matter

   Pages 237-241

   PDF

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.

• ServiceNow
• ITSSM
• ITSM
• ITOM
• I&O
• IT help desk
• duplicate tickets
• email integration
• internal email
• Active Directory
• scaling up
• automate
• UX
• business user

• Doha, Qatar

  Gabriele Kahlout

Gabriele Kahlout is the architect of ServiceNow at the Al Jazeera Media Network and in 2014 was recognized for outstanding achievements with the platform. Championing the transition to ServiceNow, Gabriele advises management, implements proposals, and confronts warts and wrinkles with users. Drawing on experience at start-ups and in innovative research centers, since 2012 Gabriele has brought to the revolutionary but corporate Al Jazeera his enthusiasm for change and a down-to-earth pragmatism. Gabriele attended the Freie Universität Bozen in Italy, the College of Charleston in the USA, and the University of Leeds in the UK.

Policies and ethics