Service Management InitiativeServiceNow Project Update

Service Management Initiative Current State

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* ServiceNow ( ) able to provide business process support for other Stanford Service providers like HR, FMS, LBRE, RDE

Multiple systems

5,000+

categories

500+ support queues

Services tech-based not need-

based

Incident not different

from request

Stanford Medicine,

SLAC moving to *Majority of

IVY+ on *

50+ knowledge bases

Reliance on phone support

Process vocabulary different

across UIT

Help Desk volume up

350% in 3 years

Customer experienceinconsistent

Minimal data

analytics

“Tools and utilities that help with the User

experience (not specific, but we must obsess on the user

experience)”

“Ability to transfer tickets across schools

(not create duplicates), and for the originator or

interested parties to continue to follow the

ticket's progress .”

“Categories that make it easy for

the user to choose.”

“Seamless handoffs between departments to

help with the ‘One IT’ view of the customers. Must also

be able to pass the ticket back.”

“Change control over the

implementation to stay as out of the box as possible.”

And the Improvement Team said…

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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

Service Management Initiative Goals

Single Architecture

Shared ResourcesSingle Data ModelCustom App Dev

SERVICE AUTOMATION PLATFORM

Field Svc HR

SERVICE MANAGEMENT

AssetChangeCatalogCMDBIncidentProblemReleasePass Reset Facilities

BUSINESS MANAGEMENT

AnalyticsGovernance

Cost ProjectVendor DemandResource

Service Providers Departments

ENTERPRISE SERVICE MODEL

APPLICATION DEVELOPMENT

‘Citizen’Creators

ProfessionalCreators

SDLC App Creator

OPERATIONS MANAGEMENT

Cloud MgmtOrchestration

Discovery Config Auto Service Creator

EventSvc Map

ServiceNow

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May – Aug Sep – Dec Jan – Apr May – Aug Sep – Dec Jan – Apr

2015 2016 2017

May – Aug

High Level Service Management RoadmapPreliminary

Incident Management

Incident, Problem, Change,

Knowledge Management,

and Non-Billable Request

Service Catalog (Billable Request)

Process Design

SHC Go-Live

Sunset Remedy

Process Design UIT Go-Live

Campus Partners

UIT Go-Live

Sunset PMG

Oracle POC

OracleUpgrade

Campus Partners

UIT Go-Live

Service Management Process Implementation

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PROCESS OWNERS:Incident – Jon RussellRequest – Kathy Pappas-KassarasChange – Larry DillardKnowledge – Jan CiceroProblem – Matthew RicksConfiguration (CMDB) – Tim Boswell

ALIGN

BASELINE

DEFINE

IDENTIFY CONFIGURE

DOCUMENT TEST

LAUNCH

Incidents are reported failures or degradation of your services.

Incident Management exists to get the operation of a service back to “normal” as quickly as possible in order to minimize any adverse affects on the supported academic, business, and research processes.

Incident ManagementDefinition

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Process Goal:

Restore service as quickly as possible

Incident ManagementConcept of a Call Record

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zIncident

z

callzRequest

zQuestion

Things that we are trying to make go away

• Categorization for routing• Categorization for metrics• Belonging to multiple support queues• Requiring multiple fields for incidents• Incident templates

What are we trying to add

• Locations services• An improved mobile client• Predictive search• An integrated knowledgebase• Separation of Incident, request• Automated reporting and real time dashboards• Easier ad-hoc reporting and filtering• ACD integration• Chat for Help

Service Management InitiativeServiceNow Project Communication

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Meet Individually with Units in Next Month

Incident Management Roadshows will be presented to stakeholders beginning in November

Additional communication planning, including launch of web site

Next Campus Stakeholder session will occur on December 10

OctoberS M T W T F S

1 2 34 5 6 7 8 9 1011 12 13 14 15 16 1718 19 20 21 22 23 2425 26 27 28 29 30 31

NovemberS M T W T F S1 2 3 4 5 6 78 9 10 11 12 13 1415 16 17 18 19 20 2122 23 24 25 26 27 2829 30

ServiceNow and ITIL TrainingSelf-Training Options for You and Your Team

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Process and ITIL Courses

Navvia Tool based courses – online only https://navvia.stanford.edu

Confluence Site https://asconfluence.stanford.edu/confluence/display/SM/Service+Management+Home

Functional Courses

ServiceNow Foundations Course – online only https://community.servicenow.com/docs/DOC-3831

Demos and Other Overviews

Live demos – Schedule posted to Confluence (handout)https://asconfluence.stanford.edu/confluence/pages/viewpage.action?pageId=931856660

ServiceNow Wiki http://wiki.servicenow.com/index.php?title=Main_Page#gsc.tab=0

THANK YOUPage 14