Transcript Service Offering Categorization Survey

Service Management Community Meeting
February, 2015
Agenda
• Welcome
• Service Management Knowledge
• ITS Service Board Update
• ServiceNow Implementation Update
• Training and Communication
2
Overview and Welcome:
Service Management Community Meetings
Purpose: Provide an opportunity for the Service
Management community to engage and share
information on all aspects of Service Management.
Service Management
ITS Service Board
Board Members
Karen Polhemus (Chair)
Chris Kilbourne
Chris Bellerjeau
Linda Faust
David Galassi
James Kammerman
Faith Brown
Louis King
Ricardo Chavira
Christine Costantino
Dawn Colonese
Deanna Burns
John Guidone
Randy Rode
Meets every other week.
Roles and Responsibilities
•
•
•
•
•
Govern ITS Service Portfolio, including proposed, active and
retiring Services ensuring consistent clarity/usability across
service owners
Implement Service Catalog in ServiceNow and feed the ITS
Website, PPM tool and other appropriate applications
Document common language for services and service management
Define and communicate the Service Owner and Service Offering
Manager roles and responsibilities
Provide an annual Service Portfolio Health Report to CIO Directs
Web and
Application
Services
Video
Conferencing
Document
Sharing and
Team Sites
Voice
Conferencing
and
Telephony
E-mail and
Messaging
Adobe
Connect
Microsoft
Lync
Room-based
Conferencing
Service Offerings
Email and
Collaboration
Services
Teaching and
Learning
Service Groups
Services Hierarchy
Video
Conferencing
Service Owner
Responsible for a Service
(Video Conferencing Chris
Bellerjeau)
Document
Sharing and
Team Sites
Voice
Conferencing
and
Telephony
E-mail and
Messaging
Services
Services Hierarchy
Adobe
Connect
Service Offering
Manager
Responsible for a Service
Offering
(Adobe Connect – John
Harford)
Microsoft
Lync
Room-based
Conferencing
Service Offerings
Services Hierarchy
Services Governance
Service Owner Committees (SOCs)
Comprised of every Service Owner in a
Service Group
Web and
Application
Services
Video
Conferencing
Document
Sharing and
Team Sites
Voice
Conferencing
and
Telephony
E-mail and
Messaging
Sub-committees
Comprised of every Service Offering
Manager in a Service
Adobe
Connect
Microsoft
Lync
Room-based
Conferencing
Service Offerings
E-mail and
Collaboration
Services
Service Groups
Teaching and
Learning
Benefits
Supports FY15 strategic goal of cultural change through 100% adoption of
ITIL and Service Framework by providing explicit and strategic service
management roles to majority of ITS staff
Provides a framework for mapping information to services to enable
strategic decision-making and measure service maturity and performance
Reconciles service information across multiple platforms including
ServiceNow, ITS website, PPM tool, and Ideascale
Improves transparency for managing, providing, consuming and reporting
on services
Provides unified voice to bring proposals to governance committees
Applies broadly to all University services
Activities Completed
• Provided Service Strategy, Design and Introduction training
for 100 ITS staff members
• Created Service Owner Committees (SOC)
– provided training
• Reviewed and agreed to Service Groups, Services and Service
Offerings
– SOCs completed first phase
– Service Board reviewed and approved list
• Implemented new Drupal content types on ITS Web Site for
consistent look and feel for Services and Service Offering
ITS Service Board Next Steps
• Deliver new services taxonomy to SN team for
implementation
• Implement new service taxonomy on the ITS Web site
• Identify 10 request workflows for SN implementation
Service Management
ServiceNow
Project Timeline
Project Kickoff | Dec 2014
Requirements | Jan – Feb 2015
Application Build | Feb – April 2015
Testing /User Acceptance | May 2015
Training/Go Live | May – June 2015
Requirement
Sign off
2/20
Kickoff
UAT
Complete
Development
Complete
05/01
12/8
Dec
Jan
Feb
Mar
Apr
May
05/25
Go Live
6/9
Jun
Service Management Team
Deanna Burns
Project Manager
Mandi Luca
Business Analyst/Test Lead
Dan Franko
ServiceNow Developer
Ricardo Chavira
ITIL SME/CMDB Lead
Chloe Turnbull
Training Specialist
Shravan Khed
Test Specialist
Kathleen Reilly
Communication/Change
Specialist
Sue Russo
16
User Experience Designer
| Process Owners
Process Owners
Project Team
Lou Tiseo
Change Process Owner
Sandra Bouton
Configuration Process Owner
Rick Smith
Continual Service Improvement
(CSI) Process Owner
Mark Kovacs
Incident Process Owner
Dorothy Ortale
Knowledge Process Owner
Cheryl Boeher
Problem Process Owner &
Major Incident Manager
Chris Bellerjeau
Request Fulfillment Process
Owner
Project Goals/Objectives
• Fresh implementation of ServiceNow with the Eureka version
• Implement the following utilizing the vendor ‘Excelerators’
⁻ Incident Management
⁻ Problem Management
⁻ Change Management
⁻ Request Fulfillment
⁻ Service Catalog Management
⁻ Configuration Management
⁻ Knowledge Management
• 10 Request Fulfillment Workflows
• Populate ‘CMDB’ Lite
• ITS Website Integration
• Training
17
Questions
Next Meeting: March 19, 2015
Questions?
Thank you
18