The Johns Hopkins University Self Service Software Catalog

Empowering Users Beautifully While

Automating Asset Accountability

Speaker Bios

DON CASSON, CEO, EVERGREEN SYSTEMS

Don has led Evergreen Systems since its founding in 1997. Over the years he has spoken at conferences, authored white papers, and been interviewed for numerous industry periodicals.

Contact: dcasson@evergreensys.com

DEB CONTRELLA, DIR. OF IT, JOHNS HOPKINS

Deb has been with Johns Hopkins for over 10 years and has been responsible for various IT applications across the Enterprise. Her current responsibilities are managing the “Solutions Center” which handles ITSM functions.

Contact: dcontre1@jhu.edu

JEFF BENEDICT, ITSM PRACTICE MGR, EVERGREEN SYSTEMS

Jeff manages the ITSM practice at Evergreen, and has worked with ITSM tools for 15+ years.Jeff is an active contributor to the Evergreen Blog and Twitter. (twitter.com/JeffSBenedict)

Contact: jeff.benedict@evergreensys.com

Agenda

• About Johns Hopkins

• About Evergreen

• The JHU Self Service Software Catalog Story

• The Demo

• Next Steps / Q&A

About Johns Hopkins

• The JHH was established in 1867 and the JHU in 1876

• We’ve consistently been the #1 hospital in US News and World Report for many years

• Maryland’s largest employer and contribute over $10 billion to the economy

• Headquartered in Baltimore Maryland but have locations across the globe

• Central IT is about 800 staff with an additional 200+ in specific divisions or locations

• Decentralized and entrepreneurial environment

• ‘Grass roots’ development and we like to control our destiny – do our own thing

• 80-person US IT Consulting Firm

• Worked with Hundreds of Mid-Market and

Fortune 1000 Companies

• Full lifecycle – process and technology from

one firm

• Deep and broad ITSM / ITIL transformation

experience

• One of Top 5 ServiceNow US Partners

Sample Clients

About Evergreen Systems

Quick Facts

What About the Customer?

Evolving…

IT’s Value

Customer Experience

Where Does a Self Service Software Catalog Fit?

Service Execution / Automation

Hybrid Fulfillment

Service Portfolio

Self Service

Software Catalog

Previous Environmento Home-grown solution called SPARS – SQL-based

Software procurement and registration system

• Not user friendly

• Designed 12 years ago for IT staff to purchase and manage large-scale software licensing

• As end-user software proliferated – we attempted to “band aid” adding end-user licensing to the existing solution

o That was clunky, disparate and didn’t meet the expectations of students, faculty and staff

• No download or push capability

o Did anyone like it?

• Some IT staff who were used to it and appreciated it for it’s original purpose

The Challenge

• Service Excellence and Procurement Advisory Committee

• Looking for ways to improve processes and value to students, faculty and staff

• Recognized that we hadn’t kept pace with technology or user expectations

• Pressing timeline to show results

• 90 days to design a solution

• Highly visible

• Scope and complexity were challenging

• Needed to balance user experience, accountability and meeting expectations in a decentralized entrepreneurial environment

The Partners

Our ApproachFour Themes Emerged…

User Experience

IT Needs

Broad Reach and Beauty Massive Self Serviceand Simplicity

Complete FinancialAccountability

Streamlined Asset Management

Balanced Solution

The Work

Enabled Extensive Self

Service

Access to Nearly Two Hundred

Software Titles

4 Methods of Distribution From “Push Button” to

“Personal Media Pick Up”

Designed Processes and Enabled Closed Loop Flow of Work – End to

End

Full Financial and Lifecycle Asset

Management Enabled at Point of Purchase

Solution Highlights

The Result

Benefits

Ease of Use An inviting portal experience that is complete and easy to use

Very Flexible Adding, changing and deleting software titles is fast, simple and consistent

Built for the Future Engineered for increased volume, additional software titles, even potential use beyond current capabilities

Automate Governance By giving users what they want, IT is able to get what it needs

Built Significant Credibility for the

ServiceNow Platform

Highly visible success has rapidly accelerated the planned and potential uses of the ServiceNow

Lessons Learned

Make it Simple Don’t overcomplicate. Design it to be as simple as possible. Complexity equals failure

Make it Factory LikeThe more titles you add and platforms you support, the more consistent your discipline MUST be

Design for the Customer Keep asking, “What does the user want?” and you will be OK

Process Matters Dramatically better technology can uncover poor processes – must fix both

Be One Team With Your Partners

Weekly executive interaction and rapid course adjustment – one team for success

Plans for the Future

• The Power of Visibility and Success Rapidly Driving Expansion

• Service Request, Service Catalog and Service Automation

• Incident, Problem, Knowledge and Change Management

• PPM Planning

• Complete enterprise ITSM solution across Johns Hopkins University and Medicine

The Self Service Software Catalog Demonstration

One-Day, Private Service Catalog Workshop - $3,950

Possible Next Steps?

The Evergreen “Enterprise App Store” for ServiceNow(includes SCCM integration)

Wrap Up

• Questions?

• Thank you for your time