Linked e-resources
Details
Table of Contents
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
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
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
1. New unassigned incident2. 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 adoptionManagement 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
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
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
1. New unassigned incident2. 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 adoptionManagement 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