From the course: IT Service Management Foundations: Tools
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Notable tool features highlighting Ivanti - ServiceNow Tutorial
From the course: IT Service Management Foundations: Tools
Notable tool features highlighting Ivanti
- [Instructor] Your users encounter your ITSM tool on a variety of schedules. Some perhaps only a few times a year to ask for help or approval requests. Some periodically, monthly or quarterly, according to business events. Others live and breathe every working minute in the tool, like service desk agents, change coordinators, asset managers. You want to make the tool's forms and record lists obvious to the casual users and efficient for the dedicated users. The ITSM tools we're looking at give you different ways to facilitate user interaction. Position fields common to multiple processes similarly, habituating users to know where to look. Create reusable field collections so that the same labels, types and attributes appear on form to form. Rely on templates so the user can apply them to complete typical fields in a standard way. Or build process data tables on a common base so that some columns are identical for…
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