ServiceNow Project Kick-Off 03/19/19
What is ServiceNow • Cloud-based platform that enables better service and support. • Service management tool based on the ITIL framework. • Platform with various modules available: Incident, problem, change, knowledge, etc. • Drastically enhanced user experience. • Improved end user experience with a consumer-like interactions. • Improved support/service “fulfiller” experience.
Benefits of ServiceNow • Hosted in the cloud • Based on ITIL • Highly configurable • Automated processes • Customer self-service • Powerful reporting capabilities
Benefits for UNC • Unified and consistent user experience – a UNC request for help • Transparency • Increased self-service capabilities • Better reporting • New, better help.unc.edu • Breakdown of silos
How we got here • Project evolution • Summer 2017: vendor demos • Early 2018: selected ServiceNow • Late Summer 2018: began pre-project meetings • Fall 2018: Interviewed and selected implementation partner • Early 2019 • Changes in IT • Fresh look at project scope • Focus on showing success and progress with a phased approach
Phase One Uduak Ndoh
Phase One – What's In Scope • In scope: • Incident/Problem • Service Catalog & Request • Change • Knowledge and Service Portal • CMDB Light – Discovery • Not in scope: • Hardware Asset Management • Event Management 8
Phase One – What's In Scope 9
An unplanned interruption to a service or reduction in the quality of a service Incident e.g. time not adjusting on the phones for Daylight Saving The cause of several related of incidents e.g. Reports on CTC of multiple Problem phones having issue and cause possible firmware The addition, modification, or removal of anything that could have an effect Change on services e.g. updating the firmware on the affected phones A logical database containing data and information used by the service Knowledge knowledge management system e.g. help documentation on help.unc.edu https://help.unc.edu, the web-based front door for ServiceNow knowledge, Portal requests, and incidents. A Configuration Management Database - A database that contains any CMDB technology (hardware or software) that is used to deliver a service
Project Structure and Plan Brenda Carpen
Guiding Principles for Project Organization & Teams Responsibility – Standardize Customer focus – User Enterprise over user/customer experience focused individual unit focused experience across the (UX) design decisions university Representative – large and small units, 12 Nimble - able to make administration, decisions quickly research, academic, IT, HR
Project Organization Incident & Problem Change Executive Sponsors Service Request & Catalog Executive Steering Workstream Teams Portal & Knowledge Committee Project Management Project Sponsors Technical/Integrations CMDB Team Implementation Communications and Partner (Contender) Change Readiness Training
Executive Sponsors Responsible for setting the strategic direction of the project and approving funding decisions related to the project. Mike Barker Rick Wernoski
Executive Steering The committee will include key management stakeholders who provide project oversight and control. They will also be visible project champions in their respective organizations. Bryan Andregg , Kelly Brown, David Eckert, Fran Dykstra, Kate Hash, Andy Lang, Uduak Ndoh, Ray Reitz, Candace Reynolds, Tim Shearer, David Smith
Program Sponsors Makes the day-to day business decisions for the program/project. Approves work products and changes to project scope. Point of escalation. People who liaise with the various business units to ensure that issues are resolved or escalated quickly . Kate Hash Uduak Ndoh
Project Management Leads Manages project scope, budget and timeline. Escalates decisions to sponsors and Executive Steering. Issue escalation point. Manages Implementation Partner and FTE Project resources to ensure deliverables are completed. Provides status reporting to Executive and Campus Stakeholders and sponsors. Brenda Carpen Lawrence Huynh
Project Lead - Technical Lead/Service Manager Manages and provides oversight for all technical aspects of the project. Reviews system architecture and configuration where appropriate. Communicates with the Process Owners to ensure they understand technical data requirements of project. Obtains other relevant technical information necessary for the project. Liaise with Process Owners to implement, test and troubleshoot configurations and or integration between the systems. Primary contact for the Implementation Partner regarding technical aspects of project. Service Manager for ServiceNow. David Smith Francis Chan
Workstream Leads Organize workstream project team that includes subject matter experts from across campus and Implementation Partner to oversee the delivery on schedule, on budget and in scope of ServiceNow workstream. Work with workstream project team to ensure all action items and issues are prioritized, resolved or escalated. Incident & Problem – Alison Campbell Change – Kelly Brown Service Request & Catalog – Riaz Ahmed Portal & Knowledge – Kim Vassiliadis CMDB – Brent Caison Communications & Change Readiness – Alison Campbell Training – Bryan Andregg Testing – Erin Towne
An unplanned interruption to a service or reduction in the quality of a service Incident e.g. time not adjusting on the phones for Daylight Saving The cause of several related of incidents e.g. Reports on CTC of multiple Problem phones having issue and cause possible firmware The addition, modification, or removal of anything that could have an effect Change on services e.g. updating the firmware on the affected phones A logical database containing data and information used by the service Knowledge knowledge management system e.g. help documentation on help.unc.edu https://help.unc.edu, the web-based front door for ServiceNow knowledge, Portal requests, and incidents. A Configuration Management Database - A database that contains any CMDB technology (hardware or software) that is used to deliver a service
Rollout Schedule Feb Mar Apr May June July Timetable Training & Change Readiness Incident & Problem Change Service Request & Catalog Knowledge & Portal Discovery & CMDB Lite Governance
Training Bryan Andregg
Training 500 by July Multi-modal • Classroom • Online • Video • FAQ’s • Tip sheets • Website We’ll come to you wherever you are!
Resources Already Ready • ServiceNow Foundations eLearning • ServiceNow User Community • ServiceNow Training and Certification • Lynda.com ITIL (Service Management) Videos • Language of ServiceNow Reference Guide
ServiceNow Needs You! • I can’t do this alone! • Partnering with ITS • Schools and Units help spread the word • Become a ServiceNow trainer – No Experience Necessary ServiceNow trainers will deliver high-quality training for the ServiceNow service management platform using a mix of in- person and online modalities and will help develop training materials like videos, FAQ's, and tip sheets. Trainers should be excited to learn a new tool that will improve user experience and should be excited to teach that tool to others. Trainers should be intellectually curious and approach learning and sharing new tools with a smile on their face. Trainers should be engaged with learning and teaching themselves the platform by pressing all of the buttons just to see what they do!
More to Come in April • Building a Team • Identifying Best Resources • Setting the Schedule • Plan for Success • Respect the Challenge
Communications & Questions Kate Hash
Project Communications • Project website: servicenow.sites.unc.edu • Project information • Weekly updates • Training schedule • Training links • Communications kit • Weekly Zoom updates • Email updates • Communications are focused on the IT community
How to help and get started • Take training • Assess how you are using Remedy now • Reach out to the project team
Ready to learn more? Visit servicenow.sites.unc.edu to learn more about the project timeline, training and more!
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