ServiceNow Platform: Starter Kit
We continue the cycle of our digests about what the ServiceNow platform is and “what it is eaten with.” We are talking about the specifics, functionality, updates and life hacking. And also: about the effective organization of business processes and the importance of human resources.
/ Flickr / dean hochman / CC
The most popular questions when implementing ServiceNow . A brief educational program on the topic with which we recommend to start "immersion". Here we tell what the cost of the platform is made of, why the SaaS model is used, how and what provides security and automation. What else is in this FAQ: a little about personalization and reporting.
')
In addition to reading this section, we recommend watching a special video. In it, we talk about the principles of ServiceNow, platform technologies, give an overview of the interface, roles and methods of their appointment:
ServiceNow is the best ITSM solution in 2017 according to Gartner . Let us tell you what allowed ServiceNow to earn the title of the best platform for managing IT processes. In addition to this, we are talking about ambitious plans for the future and are sorting out what technologies the company will develop in the future.
"Halfway": The five major news of the company ServiceNow for 2017 . In this article, you will learn more about such events as: the new release of Jakarta, the purchase of a startup DxContinuum, collaboration with IBM and MapAnything, the Qlue project and AI systems in ServiceNow.
ServiceNow Jakarta: review of new features . We get acquainted with the July release of the platform in practice. In a format that is a bit like the tutorial, we walked through a new functionality and talked about which moments to pay attention to.
ServiceNow Jakarta: for business . In this analytical review we focused on the managerial component. As usual - in the format of the trial tutorial.
ServiceNow Communities: a new service to increase customer loyalty . Learn to manage forums and topics using Communities. It has everything you need for work: from moderation to individual customer profiles.
Next, we give a video guide from Ivan Zhigalov, director of the IT Guild company. He will talk about project management on the ServiceNow platform. It will be a question of the distribution of roles, a card and the project console, sprint planning, reports and features of resource management.
How to create and start using the Service Catalog . The article addresses the problems of limited and unstructured access to the company's IT services. To help you forget about confusion forever, we review service description templates, keep your service catalog up-to-date, and work with the opinions of your company's employees.
How to implement configuration management processes . We are thinking about how not to waste human resources and money for nothing, but to direct them, among other things, to optimize business processes. This is one of our first materials on Habré. Here we deal with the assessment of the status of the company's infrastructure, the basics of successfully monitoring and monitoring changes in process implementation, life cycle monitoring and key audit issues.
Financial Management: How to evaluate the costs of the services provided . The costs of providing IT systems in any organization occupy separate budget lines, but confusion in their structure prevents a clear understanding of their impact on the achievement of company goals. We will understand the mechanisms of financial management, budget planning and consider two options for calculating costs. All this is exemplified by the ServiceNow toolkit.
In the video guide, which we have given further, we are talking about a higher level of project management - about project programs. Here we consider visualization and management tools for more effective work of project managers:
A simple way to make self-care more popular . How to make sure that as many of your employees as possible use the self-service portal to solve their problems? Why do they like to pretend to be “blondes”, how to conduct a literate educational program for them or “IKEA effect in action”.
5 human resources for successful implementation of ServiceNow . What experts are needed to implement ServiceNow, and what needs to be considered when planning human resources? Consider the five expert groups that are needed to accomplish this task. Plus - pitfalls that can occur in the process of implementation.
6 best customer service scenarios . What to do with an angry client, how to make a “sandwich from a compliment” and admit that you are wrong? We offer you proven tactics of behavior to resolve emergency situations.
"Bad advice": How to lose a customer or the 7 best farewell phrases . Consider the work of the technical support department and how to replace the cliché phrases when communicating with the client. We will understand how to behave in difficult situations and how to convince the client that “the solution to his problem is possible, and we will certainly find it,” even if you have no solution yet.
It is a little about ServiceNow, ITSM and ServiceDesk in a format of a selection of useful materials . This is our first digest of useful materials on the topic. Here we tried to find practical guides, materials on errors and solutions, plus articles on the history of the company.
Introduction to ServiceNow and IT Infrastructure Management: Digest # 2 . Our second digest continues the logic of the first - we try to give practical materials and not to forget about the theory. Here you will find articles on infrastructure management and development, along with this - understand the standards and myths that surround the topic of service management.
"Pot, cook": 50 tools for managing development . We tried to collect a maximum of useful materials in order to relieve the developers from the daily routine a little. Here we have relied on automation systems, project management tools, prototyping and testing.
/ Flickr / dean hochman / CC
The most popular questions when implementing ServiceNow . A brief educational program on the topic with which we recommend to start "immersion". Here we tell what the cost of the platform is made of, why the SaaS model is used, how and what provides security and automation. What else is in this FAQ: a little about personalization and reporting.
')
In addition to reading this section, we recommend watching a special video. In it, we talk about the principles of ServiceNow, platform technologies, give an overview of the interface, roles and methods of their appointment:
Analytical Reviews
ServiceNow is the best ITSM solution in 2017 according to Gartner . Let us tell you what allowed ServiceNow to earn the title of the best platform for managing IT processes. In addition to this, we are talking about ambitious plans for the future and are sorting out what technologies the company will develop in the future.
"Halfway": The five major news of the company ServiceNow for 2017 . In this article, you will learn more about such events as: the new release of Jakarta, the purchase of a startup DxContinuum, collaboration with IBM and MapAnything, the Qlue project and AI systems in ServiceNow.
ServiceNow Jakarta: review of new features . We get acquainted with the July release of the platform in practice. In a format that is a bit like the tutorial, we walked through a new functionality and talked about which moments to pay attention to.
ServiceNow Jakarta: for business . In this analytical review we focused on the managerial component. As usual - in the format of the trial tutorial.
ServiceNow Communities: a new service to increase customer loyalty . Learn to manage forums and topics using Communities. It has everything you need for work: from moderation to individual customer profiles.
Practical materials
Next, we give a video guide from Ivan Zhigalov, director of the IT Guild company. He will talk about project management on the ServiceNow platform. It will be a question of the distribution of roles, a card and the project console, sprint planning, reports and features of resource management.
How to create and start using the Service Catalog . The article addresses the problems of limited and unstructured access to the company's IT services. To help you forget about confusion forever, we review service description templates, keep your service catalog up-to-date, and work with the opinions of your company's employees.
How to implement configuration management processes . We are thinking about how not to waste human resources and money for nothing, but to direct them, among other things, to optimize business processes. This is one of our first materials on Habré. Here we deal with the assessment of the status of the company's infrastructure, the basics of successfully monitoring and monitoring changes in process implementation, life cycle monitoring and key audit issues.
Financial Management: How to evaluate the costs of the services provided . The costs of providing IT systems in any organization occupy separate budget lines, but confusion in their structure prevents a clear understanding of their impact on the achievement of company goals. We will understand the mechanisms of financial management, budget planning and consider two options for calculating costs. All this is exemplified by the ServiceNow toolkit.
In the video guide, which we have given further, we are talking about a higher level of project management - about project programs. Here we consider visualization and management tools for more effective work of project managers:
A little about human resources and the experience of successful companies
A simple way to make self-care more popular . How to make sure that as many of your employees as possible use the self-service portal to solve their problems? Why do they like to pretend to be “blondes”, how to conduct a literate educational program for them or “IKEA effect in action”.
5 human resources for successful implementation of ServiceNow . What experts are needed to implement ServiceNow, and what needs to be considered when planning human resources? Consider the five expert groups that are needed to accomplish this task. Plus - pitfalls that can occur in the process of implementation.
6 best customer service scenarios . What to do with an angry client, how to make a “sandwich from a compliment” and admit that you are wrong? We offer you proven tactics of behavior to resolve emergency situations.
"Bad advice": How to lose a customer or the 7 best farewell phrases . Consider the work of the technical support department and how to replace the cliché phrases when communicating with the client. We will understand how to behave in difficult situations and how to convince the client that “the solution to his problem is possible, and we will certainly find it,” even if you have no solution yet.
What else to read on the topic
It is a little about ServiceNow, ITSM and ServiceDesk in a format of a selection of useful materials . This is our first digest of useful materials on the topic. Here we tried to find practical guides, materials on errors and solutions, plus articles on the history of the company.
Introduction to ServiceNow and IT Infrastructure Management: Digest # 2 . Our second digest continues the logic of the first - we try to give practical materials and not to forget about the theory. Here you will find articles on infrastructure management and development, along with this - understand the standards and myths that surround the topic of service management.
"Pot, cook": 50 tools for managing development . We tried to collect a maximum of useful materials in order to relieve the developers from the daily routine a little. Here we have relied on automation systems, project management tools, prototyping and testing.
Source: https://habr.com/ru/post/338236/
All Articles