Campus Ticketing Project for UC Berkeley

Transcription

1 Campus Ticketing Project for UC Berkeley

2 Introductions 2

3 Agenda 1. Analysis of ServiceNow Luis A. Arias 2. Review of Requirements Jennifer D Souza 3. Direction of CSS-IT Pilot Jerry Yerardi 4. Communication 1. Stakeholder Lyle Nevels 2. Wiki/Confluence - Paula Driver Shimada 3. FAQ - Michelle Bautista 5. Aaron Culich EECS 6. UC San Francisco ServiceNow Q&A 7. Business Process Michelle Bautista 8. Next Steps Luis A. Arias 9. Staffing Luis A. Arias

4 Analysis of ServiceNow 4

5 1. UC Davis 2. UC San Francisco 3. UC San Diego 4. UC Santa Cruz 5. UC Los Angeles Due Diligence 6. New York University (NYU) 7. UC Berkeley Central IS&T Telecom 8. Auckland University

6 University of California using ServiceNow University*of*California* Organiza3on(s)* Func3on(s)*using*ServiceNow* Berkeley* Davis* Electrical)Engineering)&) Computer)Sciences)(EECS)) IS&T)Telecom) Shared)Services)Center)(SSC)) College)of)Engineering) Informa9on)&)Educa9onal) Technology)(IET)) Informa9on)Technology) Pinnacle)Integra9on) Human)Resources) Payroll) Finance) Informa9on)Technology) Knowledge)Base) San*Francisco* Informa9on)Technology) Informa9on)Technology) Los*Angeles* Informa9on)Technology)Services) Informa9on)Technology) Santa*Cruz* Informa9on)Technology)Services) Informa9on)Technology) San*Diego* HR)Shared)Services) Human)Resources) Office*of*the*President* IT)Service)HUB) Informa9on)Technology) Berkeley*Labs* IT)Division) Informa9on)Technology) 6

7 Other Universities using ServiceNow 7

8 Impact of ServiceNow on Higher Ed Market-leading provider ServiceNow.com will replace our legacy Remedy system. Our goals include consolidation and improved service delivery that leverages a modern, flexible support system. Future benefits will include a self-service requests catalog and visibility of all of your current and historical requests and cases. Harvard University ServiceNow is a tool we use to track work and manage IT services. It supports the ITIL processes, a collection of industry standards and best practices for managing IT services. Yale University (NYU), a global research institution, decided to improve customer service from both IT and functional administrative units to faculty, staff, and students worldwide. [ServiceNow is our] underlying platform for service delivery and measurement. New York University 8

9 Impact of ServiceNow on Higher Ed (cont.) ServiceNow creates a single system of record for all IT processes within an [organization]. It brings together IT strategy, design, transition and operation on a simple cloud platform. University of Chicago Service-Now is a web-based tool in which employees in the Finance and Human Resources departments can log service requests and/or incidents. The requests will then be routed to the appropriate service desk staff and managed appropriately. The primary purpose of the tool is to provide an easy-access self-service tool in which users can request and receive assistance in a timely, consistent, and accurate manner. Columbia University The ServiceNow Tool is an integral IT Service Management platform that standardizes customer service, making it more efficient. You can fill out a request ticket regarding any of our products, applications, or services (including billing questions), or you can chat with one of our customer support staff. UCLA 9

10 Impact of ServiceNow on Higher Ed (cont.) Emory IT strives for excellence in technology and customer service. To best accomplish this, Emory IT professionals use an IT Service Management (ITSM) system, ServiceNow, which automates the request and response process for them and their customers the Emory community. Emory University [ServiceNow] changes are great examples of continual process improvement. The ServiceNow change will help analysts and process owners match Incidents with any Changes that may have caused them, while also helping Problem Management to determine if a root cause was the result of a particular Change. Ohio State University The recommendation of ServiceNow as the preferred vendor is the output of an investigative project that included a rigorous assessment of leading vendors in this space. The selection of ServiceNow as the preferred vendor was based on numerous factors; chief among them were functional flexibility, relative ease of deployment, and competitive pricing. Boston University 10

11 Integration & Migration 1. NYU - As common as possible, as different as necessary 2. We have asked stakeholders about existing tools 1. JIRA 2. SalesForce 3. Phabricator 4. Request Tracker 5. Footprints 3. What need to understand how these tools are used 4. Will have the Architect that will look at these tools 5. We will need to work with business analysts from departments

12 Benefits of ServiceNow 1. Greater transparency of tickets 2. Improved resolution of tickets 3. Cloud Solution Not costly hardware or software upgrades 4. Portability Retrieve data anywhere, at anytime 5. Ability to scale the ticketing tool for the campus 6. Improved reporting capability for existing metrics 7. Continual improvement of the tool and processes

13 Benefits for CSS-IT Piloting ServiceNow 1. Community of UC ServiceNow Users that can openly share knowledge 2. Flexible technology that has been successfully implemented for IT and non-it needs 3. Leverage resources that helped with implementation and upgrades of ServiceNow at the UC Davis 4. Can take advantage of the low pricing through the existing UC contract 13

14 Benefits for CSS-IT Piloting ServiceNow (cont.) 5. Opportunity to replace numerous ticketing tools throughout campus 6. Share tickets and knowledge with participating ticketing tool campus partners 7. To get out of the different silos that we have throughout campus 8. ServiceNow meets 80% of the requirements for CSS-IT that have been collected thus far, and 20% can be met through customization 14

15 Review of Requirements Jonathon Taylor Central IS&T Windows Team Patricia Donnelly Law School Jenn Stringer Educational Technology Services Zane Cooper HAAS School of Business 15

16 Direction of CSS-IT Pilot 16

17 Goals for Ticketing System Project Pilot ServiceNow for CSS-IT Knowledge Base Incident Management Service Requests Determine Next Pilots End to End Process with Campus Partners Customers able to view Tickets 17

18 Goals for Ticketing System Project Cohort 2.2 Problem Management Change Management Asset Management Configuration Management Database (CMDB) Chat and other Social Media Mobile Support 18

19 Timeline for ServiceNow Milestones* Track)0 )Pilot)Knowledge)Base)for)all)of)CSSLIT) * Track)1) )Pilot)Ticke9ng)System)CSSLIT) Track)2) )Pilot)Ticke9ng)System)CSSLHR) * Track)3) )Prototype)End)to)End)(CSS,)IS&T)and)Department)IT)) Timeline* Spring)Semester) 2014) Spring)Semester) 2014) Spring)Semester) 2014) TBD) 19 19)

20 Current Staffing Project Manager Product Owner Business Analyst Communication Analyst CSS-IT Stakeholder Representative 20

21 Future Staffing Architect Senior Developer Junior Developer Tester 21

22 Communications Ben Gold Paula Driver Shimada Role of Stakeholders 22

23 hqps://confluence.berkeley.edu/display/ctsp/campus+ticke9ng+system+project) ) 23

24 FAQ 24

25 FAQ) 25

26 Aaron Culich - EECS 26

27 BREAK 27

28 UC San Francisco Q&A Rebecca)Nguyen)&)Shawn)Hall) 28

29 Business Process 29

30 Stories and Backlog Stakeholder contribute Stories/ Features to build the vision of the Product. Stories can be created by anyone. Stories enter a Product Backlog. The Product Owner reviews, elaborates, clarifies and manages the backlog. The Product Owner creates a release plan.

31 Stakeholder involvement flow chart 31

32 Next Steps 32

33 Next Steps 1. CSS-IT Pilot (3 to 6 months) 2. Stakeholder Communication 3. Business Process Reviews 4. End to End Process Reviews 33

34 Questions? 34

35 Contact & Additional Information Luis A. Arias, Senior Project Manager Michelle Bautista, Program Technology Office Manager and Product Owner Jennifer D Souza, Business Analyst jdsouza@berkeley.edu Project Confluence Site Campus Ticketing System Project +Project 35