Transcript ITS Service Board Updates
ITS Service Board Updates
Coordinating the efforts of the following teams: Service Now Implementation ITS Website Revisions Service Owner Committees
March 2015 Dawn E. Colonese Sr. Service Management Specialist Office of the CIO
ITS Service Board Activities Completed
• Defined Service Taxonomy (for external services) • Implemented new Drupal content types for ITS Website Service and Service Offering pages • Created IT Service Database (Quickbase) to capture service data
ITS Service Board Completed
• Service Owner Committees (SOCs) reviewed and adjusted taxonomy as needed • Engaged CCT UX design team to help with taxonomy validation through end user testing • ITS Service Board approved three tier taxonomy for client-facing services: o Service Groups, Services and Service Offerings
ITS Web Site Completed
• Implement new Drupal content types for ITS Website Services. Service offering fields standardized to include: • What is it?
• Features • Who can use it?
• How much does it cost?
• How do I get it?
• Where can I get help?
• FAQs and other resources • Related policies and procedures • Updated all service groups, services, and offerings to the new content type format.
• Mapped current service offerings to the new taxonomy
ServiceNow Activities Completed
• Requirements completed and signed off • All ServiceNow Modules and Structured Requests • Vendor on site 3/2-3/4 to begin build activities • Preliminary training plan developed/review meetings scheduled with Process Owners • Conceptual UI design for ServiceNow/ITS Website integration points • Presented at 2/25 CIO Directs meeting
ITS Service Board – Next Steps
• Deliver new services taxonomy to SN team for implementation • Implement new service taxonomy on the ITS Website (to be launched in concert SN upgrade) o All current live ITS web sites need to be validated against new taxonomy
ITS Service Board - Next Steps
• Finalize and deliver the Service Maturity Worksheet Process • Chris Bellerjeau, Dawn Colonese, Christine Costantino • Deliver SOC Chair training- Dawn Colonese
ITS Service Board Next Steps Subcommittees
• Formed “How Service Management fits within ITS Governance Structure” subcommittee group • Dawn Colonese, Linda Faust and Jim Kammerman • • Formed a “Service Assessment ” subcommittee group • This subcommittee will perform data analysis of metrics and measures that will determine a successful service offering • Will develop a process for metrics reporting • Will disseminate metrics process to the organization • Dawn Colonese, Deanna Burns, Louis King, Christine Costantino, Ricardo Chavira, AJ Faleck Formed a “Technology Survey” subcommittee group • This subcommittee will create a plan to address data gathered from the Technology survey • Susan West, Joyce Lush, Ricardo Chavira
ITS Web Site – Next Steps
• ITS website will be updated to reflect the new taxonomy, and the new lineup of Service Groups, Services, and Service Offerings.
• Current ITS website Service Offering data will be imported into IT Service Database , which will be the canonical source for all service data until SN is ready to assume that role • Strategize and test the process for cutting over from current service taxonomy to new taxonomy and pages
ServiceNow Next Steps
• Build activities continue • Finalize project plan dates o Build activities o o o Training Testing UAT • Finalize ServiceNow/ITS Website integration design and present to project sponsor for approval • Finalize presentations for next ITS Leadership and Monthly Community meetings • Signoff on Configuration Item (CI) data certification process and CMDB Application data requirements
SOC – Next Steps
Date
March 16th March 20th April 15th • • •
Deliverables
All services / offerings identified Identify Discretionary vs Non-Discretionary Services Complete Service Now data for Round 1, including categories, escalation teams, group members, aliases • • • Presentation to the ITS Service Board – full service catalog Service Now data complete for all services and offerings Web site data complete for all services and offerings Services that support other services mapped to the services they support