ServiceNow Project Kick-Off
Transcript of ServiceNow Project Kick-Off
ServiceNow Project Kick-Off03/19/19
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 OneUduak 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
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Phase One – What's In Scope
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Incident An unplanned interruption to a service or reduction in the quality of a service e.g. time not adjusting on the phones for Daylight Saving
Problem The cause of several related of incidents e.g. Reports on CTC of multiple phones having issue and cause possible firmware
Change The addition, modification, or removal of anything that could have an effect on services e.g. updating the firmware on the affected phones
Knowledge A logical database containing data and information used by the service knowledge management system e.g. help documentation on help.unc.edu
Portal https://help.unc.edu, the web-based front door for ServiceNow knowledge, requests, and incidents.
CMDB A Configuration Management Database - A database that contains any technology (hardware or software) that is used to deliver a service
Project Structure and PlanBrenda Carpen
Guiding Principles for Project Organization & Teams
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Customer focus – User experience focused
(UX) design
Responsibility –Enterprise over
individual unit focused decisions
Standardize user/customer
experience across the university
Representative – large and small units, administration,
research, academic, IT, HR
Nimble - able to make decisions quickly
Project OrganizationEx
ecut
ive S
pons
ors
Executive Steering Committee
Project Sponsors Project Management Team
Workstream Teams
Incident & Problem
Change
Service Request & Catalog
Portal & Knowledge
CMDB
Communications and Change Readiness
Training
Technical/Integrations
Implementation Partner (Contender)
Executive SponsorsResponsible for setting the strategic direction of the project and approving funding decisions related to the project.
Mike BarkerRick Wernoski
Executive SteeringThe 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 HashUduak 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 CarpenLawrence Huynh
Project Lead - Technical Lead/Service ManagerManages 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 SmithFrancis 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 CampbellChange – Kelly BrownService Request & Catalog – Riaz AhmedPortal & Knowledge – Kim VassiliadisCMDB – Brent CaisonCommunications & Change Readiness – Alison CampbellTraining – Bryan AndreggTesting – Erin Towne
Incident An unplanned interruption to a service or reduction in the quality of a service e.g. time not adjusting on the phones for Daylight Saving
Problem The cause of several related of incidents e.g. Reports on CTC of multiple phones having issue and cause possible firmware
Change The addition, modification, or removal of anything that could have an effect on services e.g. updating the firmware on the affected phones
Knowledge A logical database containing data and information used by the service knowledge management system e.g. help documentation on help.unc.edu
Portal https://help.unc.edu, the web-based front door for ServiceNow knowledge, requests, and incidents.
CMDB A Configuration Management Database - A database that contains any technology (hardware or software) that is used to deliver a service
Rollout Schedule
Timetable Feb Mar Apr May June JulyTraining & Change Readiness
Incident & Problem
Change
Service Request & Catalog
Knowledge & Portal
Discovery & CMDB Lite
Governance
TrainingBryan 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 & QuestionsKate 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!