Index

A

  1. Access Control Rules (ACLs)

  2. Access levels

    1. basic

    2. managing licenses

    3. vendors access

  3. Access requirements

    1. availability

    2. end-user access

    3. format

    4. full access

    5. performance

    6. prerequisites

    7. security

    8. Servicedesk access

    9. user access

    10. user profiles

    11. vendors access

  4. Al Jazeera America (AJAM)

B

  1. Business Rules

    1. Client Scripts

    2. UI actions

C

  1. CERN Service Portal

  2. Change Advisory Board (CAB)

  3. Chief Information Officer (CIO)

  4. Client Scripts

  5. Cloud Computing

  6. Collaboration

SeeInternal collaboration

  1. Confidentiality

    1. access on need-to-know basis

      1. arguments against

      2. confidential scenarios

      3. confidential vs . Out-Of-Box

      4. variations

    2. domain separation

    3. scope of data protection

      1. from ServiceNow

      2. ticket data

  2. CreatorCon

  3. Customer-facing notifications

    1. action required

    2. duplicates

    3. incident closed

    4. incident comments updated

    5. incident opened receipt

    6. incident resolved

    7. reply all

    8. subject lines

  4. Customizations

    1. access to add vendors

    2. assignment based on configuration items

    3. assignment based on email address or location

    4. assignment group based on assigned to

    5. assignment, participation and hand-over notes

    6. buttons to change ticket state

    7. cannot go back on approved

    8. cannot reopen requests

    9. close on-hold tickets

    10. closing unassigned tickets

    11. color-coded ticket numbers

    12. companies

      1. access control

      2. convenience and cosmetic customizations

      3. workflow automations

    13. vs. configuration

    14. consistent workflows

    15. contains search by default

    16. contextual help, dates and usability

    17. delete role

    18. development and testing

      1. consistent standards

      2. development instance

      3. testing and monitoring

    19. discard unregistered emails

    20. email required for sync

    21. functional accounts

    22. info messages with hyperlink

    23. international date format

    24. lifecycle

    25. location in tickets

    26. log to-do tasks

    27. look up callers by staff ID

    28. outlook global changes calendar

    29. parent assignment groups

    30. personalized global search

    31. primary group

    32. priority and SLA setting

    33. quality applications

    34. read-only open details

    35. re-assignment pop-up

    36. release and deployment

    37. related records header

    38. reminder task for return dates

    39. re-opened incidents

    40. replies to closed ticket

    41. request form and communication from task

    42. request fulfillment

    43. request tickets descriptions

    44. requirements backlog

      1. chargeback

      2. IKEA effect

      3. prioritization

    45. rounded-up time fields

    46. search in ServiceNow

    47. SLA reminders gauge

    48. ticket state, priority and SLA

    49. track participation

    50. un-hold tickets automatically

    51. unique user attributes

    52. user communication and internal tabs

    53. user details in preview window

    54. users and LDAP settings

    55. vendor ticket number

    56. wait for new ad-hoc task

D

  1. Domain separation

E

  1. Email

    1. groups

    2. inbound actions

    3. integration

    4. replacing with ServiceNow Connect

    5. required for sync

  2. Email notifications

    1. customer-facing notifications

      1. action required

      2. duplicates

      3. incident closed

      4. incident comments updated

      5. incident opened receipt

      6. incident resolved

      7. reply all

      8. subject lines

    2. internal notifications

      1. incident assigned to group

      2. incident assigned to person

      3. incident updated

      4. new unassigned incident

    3. robotic content

    4. spam notifications

  3. Email support

    1. creation options

      1. drag and drop emails

      2. forwarding emails

      3. manually log tickets in ServiceNow

      4. redirect emails

    2. email address

    3. filter out spam

    4. replies and duplicates

      1. internal replies

      2. missed replies

      3. reply chains

      4. reply duplicates

      5. thank you issue

  4. End-user access

  5. Enterprise Resource Planning (ERP)

  6. Enterprise Service Management

F

  1. For Your Information (FYI)

  2. Full access

G

  1. Global domain

H

  1. Harvard University IT (HUIT) Services Portal

  2. Home pages and gauges

I, J

  1. Inbound email actions

  2. Information Technology Infrastructure Library (ITIL)

  3. Innovator’s Dilemma

  4. Innovators’ ITSM strategy

    1. milestones

    2. minimal setup

    3. overview

    4. picking customers

    5. refine and emerge

    6. set expectations

      1. baseline

      2. goals

      3. initial scope

      4. processes

      5. users

    7. tweet-able take-aways

  5. Interactive Voice Response (IVR) integration

  6. Internal attachments

  7. Internal collaboration

    1. options

      1. copied in CC

      2. groups watchlists

      3. internal emails

    2. ServiceNow Connect

      1. addressing limitations

      2. replacing email with

    3. user vs. internal communication

  8. Internal notifications

    1. incident assigned to group

    2. incident assigned to person

    3. incident updated

    4. new unassigned incident

  9. IT outsourcers

  10. IT service management (ITSM)

    1. acts

      1. death

      2. disillusionment

      3. incident, problem, change,…stop

      4. invasion of consultants

      5. new CIO

    2. common traps

      1. customer satisfaction definition

      2. ITIL foundation

      3. like-for-like requirements

      4. management power illusion

      5. practical friction

      6. quick wins

      7. requirements greed

      8. tools mindset

    3. tweet-able take-aways

    4. typical failure story

K

  1. Key Performance Indicators (KPIs)

L

  1. Lightweight Directory Access Protocol (LDAP)

    1. integration

      1. availability

      2. groups sync

      3. location OUs

      4. performance

      5. security

      6. Single Sign-On

      7. unique ID

      8. working

    2. and licenses

      1. bucket groups

      2. routine scripts

    3. ServiceNow

    4. sync settings

  2. Loggging tickets

M

  1. Managed Service Providers (MSP)

  2. MoSCoW

N

  1. Need-to-know access model

    1. arguments against confidentiality

    2. confidential scenarios

      1. information security work

      2. Personal ERP issue

    3. confidential vs . Out-Of-Box

    4. variations

      1. confidential checkbox

      2. sister teams

  2. Not invented here syndrome

O, P, Q

  1. Out of the box (OOB)

    1. Business Rule

    2. notifications

R

  1. Reporting

    1. actionable threshold monitors

    2. ITSM guinness records

    3. management reports

      1. customer satisfaction

      2. misleading data

      3. operational efficiency

    4. measuring user adoption

      1. assigned tickets

      2. tickets per assignee

    5. standard dynamic reports

  2. Request portal

    1. collaborating on requests

      1. catalog tasks to assign work

      2. one user-communication channel

      3. replies to closed requests

      4. requesters

      5. task to attend unexpected requester comments

    2. front-end examples

      1. Al Jazeera’s

      2. CERN Service Portal

      3. Harvard University IT Services

      4. integration options

      5. UC Davis portal

      6. Volkswagen iServe

    3. handling approvals

      1. bypass or modify approval

      2. detailed approval requests

      3. duplicate approvals

    4. planning

    5. user journey

  3. Responsible, Accountable, Consulted, and Informed (RACI)

  4. Risk assessment

S, T

  1. Servicedesk access

  2. ServiceNow

    1. breadcrumbs, dot-walking, and saved filters

    2. Business Rules

      1. Client Scripts

      2. UI actions

    3. checks

      1. business rules

      2. deployment

      3. email notifications

      4. inbound email actions

      5. LDAP sync settings

    4. Connect

      1. following ticket

      2. groups and outsiders participation

      3. replies to Connect email notifications

      4. replacing email with

    5. custom apps, modules, and application menus

    6. home pages and gauges

    7. manually log tickets in

    8. overview

    9. picking customers

    10. set expectations

      1. baseline

      2. goals

      3. initial scope

      4. milestones

      5. minimal setup

      6. processes

      7. refine and emerge

      8. users

    11. Task table, sys_id and dictionary overrides

    12. tool

    13. Update sets, Import sets, and Inbound actions

      1. email actions

      2. importing data

    14. user access

      1. access levels

      2. LDAP integration

    15. views and access control rules

  3. Single Point of Contact (SPOC)

  4. SLA, reminders gauge

  5. Slowness

  6. Software as a Service (SaaS)

  7. Software development life cycle (SDLC)

  8. Software platform vendors

  9. Spam notifications

  10. Speedometer

U

  1. UC Davis portal

  2. UI actions

  3. User access, ServiceNow

    1. access levels

      1. basic

      2. managing licenses

      3. vendors access

    2. LDAP integration

      1. availability

      2. groups sync

      3. location OUs

      4. performance

      5. security

      6. Single Sign-On

      7. unique ID

      8. working

  4. User Interface (UI16)

  5. User-visible communication

V, W, X, Y, Z

  1. Vendors access

  2. Volkswagen iServe

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