Service Management Initiative ServiceNow Project Update for Campus Stakeholders

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Gervais Harmon
6 years ago
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1 Service Management Initiative ServiceNow Project Update for Campus Stakeholders Stakeholder Meeting #1 October Stanford! University*IT*

Reliance on phone support Majority of IVY+ on * Stanford Medicine, SLAC moving to * Services tech-based not needbased Customer

2 Service Management Initiative Current State Process vocabulary different across UIT Incident not different from request Multiple systems 50+ knowledge bases Help Desk volume up 350% in 3 years Minimal data analytics 500+ support queues 5,000+ categorie s Reliance on phone support Majority of IVY+ on * Stanford Medicine, SLAC moving to * Services tech-based not needbased Customer experience inconsistent * ServiceNow ( ) able to provide business process support for other Stanford Service providers like HR, FMS, LBRE, RDE Page 2

3 And the Improvement Team said Categories that make it easy for the user to choose. Change control over the implementation to stay as out of the box as possible. Ability to transfer tickets across schools (not create duplicates), and for the originator or interested parties to continue to follow the ticket's progress. Tools and utilities that help with the User experience (not specific, but we must obsess on the user experience) Seamless handoffs between departments to help with the One IT view of the customers. Must also be able to pass the ticket back. Page 3

4 Service Management Initiative Goals Improved, consistent user experience One user interface to support University-wide service management processes Seamless exchanges with schools, departments, and Stanford Medicine Simplified workflows More insight into the processes at macro- and micro-levels Page 4

APPLICATION DEVELOPMENT Discovery Config Auto Orchestration Svc Map Cloud Mgmt Event Professional Creators SDLC App Creator

5 ServiceNow BUSINESS MANAGEMENT Governan ce Vendor Resource Cost Demand Project Analytics Service Providers Departments SERVICE MANAGEMENT Release Pass Reset Problem Incident CMDB Catalog Change Field Svc Asset HR Facilities OPERATIONS MANAGEMENT APPLICATION DEVELOPMENT Discovery Config Auto Orchestration Svc Map Cloud Mgmt Event Professional Creators SDLC App Creator Service Creator Citizen Creators SERVICE AUTOMATION PLATFORM Single Architecture Shared Resources Single Data Model Custom App Dev Page 5

Delivery Service Assurance Service Analytics

6 ServiceNow Internal Providers Customer Support Marketing Human Resources Information Technology Finance Facilities Legal REQUESTER Service Taxonomy Service Experience Service Delivery Service Assurance Service Analytics PROVIDER Service Management for the Enterprise Page 6

High Level Service Management Roadmap Preliminary 2015 2016 2017 May Aug Sep Dec Jan Apr May Aug Sep Dec Jan Apr May Aug Incident Management: Alpha Release Process Design SHC Go-Live Incident,

7 High Level Service Management Roadmap Preliminary May Aug Sep Dec Jan Apr May Aug Sep Dec Jan Apr May Aug Incident Management: Alpha Release Process Design SHC Go-Live Incident, Problem, Change, Knowledge Management, and Non-Billable Request Process Design UIT Go-Live Campus Partners Sunset Remedy Service Catalog (Billable Request) Oracle POC Oracle Upgrade UIT Go-Live UIT Go-Live Campus Partners Sunset PMG Page 7

8 Service Management Process Implementation BASELINE IDENTIFY CONFIGURE LAUNCH n w n w n w ALIGN DEFINE DOCUMENT TEST PROCESS OWNERS: Incident Jon Russell Request Kathy Pappas-Kassaras Change Larry Dillard Knowledge Jan Cicero Problem Matthew Ricks Configuration (CMDB) Tim Boswell Page 8

9 Incident Management Definition Incidents are reported failures or degradation of your services. Process Goal: Incident Management exists to get the operation of Restore a service service back as to normal as quickly as possible quickly as in possible order to minimize any adverse affects on the supported academic, business, and research processes. Page 9

10 Incident Management Roles Major Incident Owner Incident Process Owner Problem Process Manager Service Desk Manager USER Incident Process Manager Incident Coordinator Service Desk Agent Incident Support Page 10

11 Incident Management Concept of a Call Record Incident z call z Request z Question z Page 11

No Yes Question 4 Can the Service Desk agent

12 Incident Management Prioritization Five Questions Question 5 Question 1 How many users are affected? Building/Dep artment/loca tion All Service Subscribers Question 2 Does the client consider this a work stoppage? No Degradation Yes Question 3 Is a VIP affected or likely affected? No Yes Question 4 Can the Service Desk agent recreate the issue? No Yes Does this directly affect teaching, research, or SHC/SCH operations? No Degradation Yes Page 12

13 Incident Management Prioritization Matrix Min Score Max Score Priority 1 * Priority * If answer to Question 1 is total service outage, then the incident is automatically P1 Priority Priority Priority 5 4 Page 13

Incident Management High-Level Process Diagram Request Fulfillment Process Initial Support Associate with a relevant Service Level Agreement (SLA) Determine proximity impact and urgency Invoke major

14 Incident Management High-Level Process Diagram Request Fulfillment Process Initial Support Associate with a relevant Service Level Agreement (SLA) Determine proximity impact and urgency Invoke major Incident procedure for Priority 1 Incidents Perform Incident matching and handling of duplicate incidents Communicate to stakeholders Knowledge Database Problem Database Detect and Record Create record Capture all for the relevant information Determine categorization Send Service Requests to Request Fulfillment process Problem Management Process Investigate and Diagnose Implement the fix or workaround (a CR may be required) Apply recovery actions as needed Change Management Process Resolve and Recover Locate existing workaround or develop one Handle escalations to other support groups Relate to an existing, or create a new Problem record to identify root cause and fix Close Incident Verify resolution with affected user(s) Record the resolution details Close record using appropriate closure and cause codes Page 14

15 n Service Management Initiative navvia.stanford.edu Page 15

16 Discussion and Questions Page 16

17 Service Management Initiative ServiceNow Project Communication October S M T W T F S November S M T W T F S Verifying Campus Stakeholders Meet Individually with Units during next month Formalizing University IT Change Champions Incident Management Roadshows will be presented to stakeholders beginning in October Service Catalog Review with Service Owners and Managers Additional communication planning, including launch of web site Next Campus Stakeholder session will occur on October 20 Page 17

18 Campus Stakeholders We Want You! THE ROLE Able to make decisions and attend required meetings Participate in training sessions and User Acceptance Testing (UAT) Able to translate the overall message to your work group Willing to lead in the adoption of new approaches, processes, tools Able to provide timely feedback to the project team Go to person for your area who can support colleagues through transition Page 18

19 Change Champions We Want You! THE REQUEST Verify the correct stakeholder, and identify an alternate, for your area Send names to Nancy Ware by October 16 Page 19

20 ServiceNow and ITIL Training Self-Training Options for You and Your Team Process and ITIL Courses Navvia Tool based courses online only Confluence Site ce+management+home Functional Courses ServiceNow Foundations Course online only Demos and Other Overviews Live demos Schedule posted to Confluence (handout) action?pageid= ServiceNow Wiki b=0 Page 20

21 THANK YOU Page 21

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2014 ServiceNow All Rights Reserved 17 2014 ServiceNow All Rights Reserved 18 Transform IT Transform the Business 2014 ServiceNow All Rights Reserved 19 IT Service Model Internal Providers Customer Support