TU_TeamStart_v2.inddRapid ServiceNow Deployment for Early Business
Benefits Once you have chosen to deploy ServiceNow you need the
most efficient implementation option that suits your individual
requirements. The faster you go live the quicker you will enjoy
business benefits.
Drawing upon experience gained from 300+ ServiceNow projects and
implementations, we created TeamStart – a fixed price, rapid
deployment package for the seven core ServiceNow applications.
TeamStart puts you on the fast track to going live with the most
commonly requested ServiceNow functionality in weeks. TeamStart
clients include NHS North Central London (NCL) and The White
Company.
TeamStart
TeamStart allows you to prioritise your time and spend it on the
most valuable parts of your ServiceNow deployment. It allows
customers that are new to ServiceNow and need assistance with the
initial setup to support their most critical business processes in
the shortest timeframe. We also help build a 2 year
Proven ServiceNow Go-live excellence with TeamUltra roadmap for
using ServiceNow that builds on the solid implementation foundation
that TeamStart gives you.
If you want to guarantee the success of your
Service Management project, trust your ServiceNow implementation to
TeamStart:
Build Rapid Go-live Capability
program that meets your individual requirements.
Focus on Core ServiceNow Applications
Our template-driven approach enables you to develop
a ruthless focus on the most common ServiceNow
applications.
Benefits
demonstrably faster ROI
• Implement core ServiceNow applications that deliver
greatest value
Call Management
Configuration
Management
Problem
Management
Incident
Management
Incident Management enables you to manage incidents from initial
capture, prioritisation and routing through to closure. It uses
fully configurable business rules to set up and govern SLA response
times with full automated escalation capabilities. The
self-service
Problem Management helps you to eliminate errors from the IT
infrastructure which minimises the business impact of service
disruptions and prevents repeat incidents from occurring. It
enables you to focus
Configuration Management is a single system of record that aligns
IT functions to business priorities with visibility of dependencies
and users, in a logical model of the enterprise infrastructure. It
gives IT more control
Call Management provides a central point of contact for all users
of IT services. All calls are logged, whether incidents or service
requests, so that a full picture of the activity is available to
managers and decision makers.
Incident Management
Problem Management
Configuration Management
Call Management
portal allows users to quickly enter new incidents and have them
assigned to the right support team. Service Desk Agents can easily
record notes, manage tasks and move the incident through an
established process to closure.
on investigating root causes of incidents and finding and resolving
any known errors with permanent fixes. Effective Problem Management
can have a direct and positive impact on the profitability of the
business.
and facilitates better business decision-making by providing
insight into not only the impact of incidents, problems and
changes, but also financial resources, service availability and
capacity management.
It enables a user to log calls, whether by email or the Employee
Self Service portal (ESS) so that a subsequent assessment can be
performed and classified by the Service Desk.
All ServiceNow applications are fully integrated which allows
seamless transfer of data from one application to another.
Benefits
• Minimise incident resolution times • Improve key metrics such as
first call resolution, mean time to resolve, reoccurring incidents
• Increase employee productivity • Improve IT service quality •
Improve end-user satisfaction
Benefits • Increase IT and business productivity • Minimise adverse
impact of incidents on the business • Reduce service interruptions
and increase service quality • Prevent future incidents from
occurring
Benefits • Build and manage a single system of record • Increase
control over the IT infrastructure • Control over implementing
changes • Provide the basis of root cause analysis
Benefits
• Incidents or service requests are captured accurately • Ensure
all calls are promptly actioned by the right team • Reporting of
call types, response times and results
Features
• Route incidents to relevant Teams or Groups • Tailor information
gathered depending on the type or severity of the incident •
Configure email notifications • Track progress of incidents through
the user dashboard • Seamless integration with other ServiceNow
applications
Features • Problem records created directly from the Incident •
Structured process from problem detection, prioritisation,
investigation, successful diagnosis and implementation of remedial
action • Categorisation enables easier identification of associated
incidents and problems • Closure ensures all associated incidents
are closed with a proper fix or resolution
Features • Pre-defined list of Configuration Item types and
relationships • Visualisation map provides a detailed view of the
CI relationships • CMDB records information on hardware, software
and applications
Features • Log and prioritise all calls • Full audit trail of
actions • Easily search and locate calls & follow up action by
person, product or subject, priority or status
Employee Self Service (ESS) enables users to raise their own
support tickets. Users can create and track support tickets and see
the status of their ticket
The Change Management application allows you to initiate, track,
accelerate and streamline the management of change across all
aspects of your IT infrastructure. It manages the entire lifecycle
from the moment a change
Request Fulfilment separates requests from incidents. This allows
for improved efficiency when managing routine service requests as
it ensures break/fix tickets are
Employee Self Service
Change Management
Request Fulfilment
from creation through to resolution. Resolver Groups can also
broadcast outage notices companywide using the self-service
portal.
request is submitted through development and testing to production.
Change Management ensures all changes are executed with low risk
and minimal impact to the business and IT.
Benefits • Process-driven to minimise risk and ensure minimal
impact to business and IT • Configurable workflows for each change
type • Change impact analysis to improve metrics such as incidents
caused by change, change back-out rates, failed changes
Benefits • Streamlines fulfilment of routine requests such as
password resets, pre-approved changes and system access • Allows
your Service Desk to focus on critical Incident tickets • Increased
productivity and improved user satisfaction
Benefits • Call volumes are reduced freeing up Service Desk agents
to work on resolving current and critical incidents • Encourages
user self-sufficiency to find solutions and resolve issues •
Empowers users to track incidents removing need for status update
requests to the Service Desk
Features • Simplified templates for change requests • ITIL Change
Management Life Cycle • Standard changes can be pre-approved and
accelerated through the process • Flexible user notifications
depending on their role
Features • Supports a wide range of requests including new hire and
time sheet approval for example • Request tickets automatically
channelled to the appropriate line-of-business delivery groups for
fulfilment • Requests easily escalated to an Incident, Problem,
Change or Line-of-Business Process
Features • Combine and display the Incident and Service Request
templates • Users can create and track tickets, review status •
Full history of previous requests available • Managers can approve
requests
processed by the Incident Management application. Requests are
processed depending on the nature of the request and then routed
for review and approval.
Call Management
[email protected] www.teamultra.net +44 (0)1628 638001
TeamUltra are the UK’s leading ServiceNow Partner with over 300
projects and implementations. For more information about our
ServiceNow implementation services and range of value added
solutions visit www.teamultra.net. If you have any questions,
please contact us:
What can TeamUltra do for you?
TeamUltra consultants work closely with your team to create a
specific plan that addresses your individual requirements. This
contains clearly defined roles and responsibilities so that the
project meets your expectations. The typical division of
responsibilities is outlined below.
Collaboration is Key to Success
Project initiation and kick-off
Overview of processes and delivery approach Process Owners review
processes and approach
Project Stage TeamUltra Client
Information gathering and configuration
Completion of Configuration & Data Input spreadsheets
User Acceptance Testing (UAT)
Review feedback and implement agreed changes End-to-end testing of
all processes with Process Owners and end users
Training and Adoption Provision of Quick User Guides of ServiceNow.
TeamStart Knowledge Transfer throughout project
Training of end users in process and adoption
Go-live Supporting Go-Live activities, data downloads. Transition
from Development to Production
Provide Go-Live data imports and Go-Live checklist
Early Life Support (ELS)
Response to ELS issues through TeamAssist Access to TeamAssist to
log and track ELS issues
Functional Testing Show and tell sessions of functionality
Functional testing with Process Owners
We now provide two Free Bomgar licences with all TeamStart
installations to provide an even more efficient incident and change
management solution.
Integrated Remote Support Bomgar is the market leading remote
support tool. It enables the Service Desk to remotely and securely
access computers and mobile devices even if they are behind
corporate firewalls that you don’t control.
Benefits • Increased first call resolutions • Shorter call times •
Improved service levels • Reduced site visits • Enhanced
productivity • Greater customer satisfaction