ServiceNow Oversight DRAFT

04/10/2016

Table of Contents

About this document 2

Who should use this document? 2

Purpose 2

SERVICENOW Oversight Charter 2

Mission......................................................................................................................... 2

Responsibilities.............................................................................................................2

Scope........................................................................................................................... 2

Oversight Roles 2

Oversight Constituents 2

BSAG............................................................................................................................ 2

TAG.............................................................................................................................. 2

Special interest groups 2

Oversight Member Qualifications 2

Oversight group Membership........................................................................................2

Executive Committee Reporting 2

Summary of changes 2

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About this documentThis document describes the governance framework for the system and related processes.

Printed copies of this document are considered drafts.

WHO SHOULD USE THIS DOCUMENT?

This document should be used by:

UC Davis colleges, functional units and individuals that want to understand the governance framework and supporting processes for the system or services described in this document.

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SERVICENOW OVERSIGHT FRAMEWORK

PURPOSE

The Oversight Framework is designed to align with the UC Davis IT Governance Plan for enabling the IT community at UC Davis. The group advises the Administrative Technology arm of the over-arching UC Davis IT Governance committee.

The oversight team informs the Administrative Technology committee about matters related to developing and improving the technology system, processes and related services for campus customers.

The framework establishes the people, processes and tools required to plan, implement, monitor, review, and improve IT services.

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SERVICENOW OVERSIGHT CHARTER

MISSION

Facilitate business outcomes through coordinated technology services on the technology platform.

RESPONSIBILITIES

The primary responsibilities in ensuring governance coordination and success of the mission are as follows:

1. Monitoring

the demand for existing services proposals for new modules and services risks associated with the service and its development conformance to regulatory compliance requirements

The Oversight Group is responsible for reviewing and prioritizing all in scope campus IT initiatives and related business initiatives that have a direct effect on IT infrastructure, IT spend, and related risks.

2. Advising

stakeholders about the system and service development road map on priorities for resources and development work on the design of the system and its architecture Special Interest Groups on development requirements

3. Contributing

the policies to manage system access and usage the standards of development to manage quality the risks identified in in development activities the process practices to align with campus business and industry standards

SCOPE

This group is responsible for reviewing and coordinating the portfolio of IT and related projects related to the specific service. The oversight group will ensure that the outcomes of projects are interrelated and consistent, that the staffing needs are practical and constructive, and that efficiencies across projects are realized whenever possible.

The oversight group will recommend the appropriate development roadmap, address funding, inform decision-making processes of the Administrative Technology Committee, and ensure projects are properly chartered to achieve the desired business outcomes.

Technology Scope

The scope of this charter covers the following technology, services and related infrastructure:

ServiceNow architecture direction and design

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All ServiceNow system infrastructure, components and modules All ServiceNow instances managed by IET Standards and policies supporting the services offered through the system Processes use to manage the system, environments and production services Security components

OVERSIGHT ROLES

Oversight Group Roles Description

Administrative Technology Representative

Description: A representative from the Administrative Technology committee who may attend and provide informationdirection in oversight meetings.

General Responsibilities: As defined by the Administrative Technology committee

Process Manager

Description: The Process Manager ensures that there is consistency in the way services are developed between the SIG and other development initiatives and brings a strong perspective in ongoing operational support, service management, standardization and continual improvement.

This role acts as a liaison between the business customer(s) and the technology team so that business outcomes are understood by the entire SIG

General Responsibilities: Must attend Oversight Group meetings to report on SIG status (or can

delegate the responsibility) Identifies SIG issues and risks for the Oversight Group Communicate status to stakeholders as appropriate Addresses business issues and concerns with business customers and

SIG members as appropriate Addresses enhancement requests for active services with

stakeholders and SIG groups

Product Manager

Description: The person who is responsible for ensuring that the services supported by the technology are fit for purpose and fit for use. This role has operational responsibilities for the processes supported by the system.

General Responsibilities: Operates the services in the Production environment Reviews the design of the service solutions Participates in change management decisions for services and system

changes. Ensures continual improvement of the in scope process and its

metrics

Technology ManagerDescription: One or more technology managers for applications, information security, networks, data or infrastructure. The role will oversee development activities

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Oversight Group Roles Description

to ensure security, network, infrastructure or architectural practices align with the established standards and generally accepted good practices. This role aims to minimize risks to the Production environment by reviewing plans and solution designs in advance or deployment. General Responsibilities:

Provide technology review and design advice to the special interest groups.

May be a member of a Change Advisory Board (CAB) to review requests for change to the Production environment.

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OVERSIGHT CONSTITUENTS

The Oversight Group is composed of two groups representing business and technology perspectives. Together they meet quarterly to address the roadmap as well as open issues requiring Oversight review. The two groups are as follows:

BSAG

The Business Services Advisory Group (BSAG) brings campus business demand and feedback to the Oversight Group. This group is primarily focused on defining “what” needs to be done on the ServiceNow roadmap. The BSAG has overall responsibility to develop the ServiceNow roadmap.

TAG

The Technology Advisory Group (TAG) brings campus business demand and feedback to the Oversight group. This group is primarily focused on defining “how” the ServiceNow roadmap is implemented on the ServiceNow platform.

SPECIAL INTEREST GROUPS

Special Interest Groups (SIG) are defined and chartered by this group and in response to campus demand for services. The group’s primary responsibility is to develop new functions or functionality that are not on the ServiceNow roadmap and which is developed by the IET core team.

A SIG champions research, development of the technology, and the services which deliver business and IT service management value to the campus. It must adhere to the standards, policies, and processes for service development established by this oversight group.

A SIG will develop plans to address commitments to time, resources and budget. Plans will identify constraints in one or more of these areas.

Launching Special Interest Groups

New requests to form a SIG are submitted to the Oversight group. Proposals must be submitted with the standard Special Interest Group template which outlines the information, project phases and stages required to develop services monitored by the Oversight group.

A Process Manager must be identified to represent the SIG at all Oversight group meetings.

OVERSIGHT MEMBER QUALIFICATIONS

OVERSIGHT GROUP MEMBERSHIP

The Oversight group consists of one representative from each Vice Provost or Chancellor’s organization. Representatives addresses the needs of their respective customers and units.

The representatives are also Process Managers with products or services that are running in the Production environment.

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In addition, members must demonstrate knowledge with experience in the following disciplines and skills as they’re applied to campus IT (The applicable constituent is indicated within brackets):

Information Technology

System Administration for in scope system and technologies [ TAG ] IT service management experience [TAG] Service oriented IT architecture [TAG] Knowledge about campus business requirements and how the technology is used meet

customer’s business requirements. [TAG] Knowledge of campus business dependencies on IT services [BSAG]

Information Security

Awareness of risk, regulatory compliance requirements as they apply to the in scope technologies and business processes. Preferably this is a member of an information security organization. [TAG]

Academic

Understands and has interaction with various UC Davis campus advisory groups and committees which address academic or research interests for the campus. [BSAG, TAG]

Familiarity with educational technologies deployed on campus [BSAG, TAG]

Administrative

Understands and is involved in a campus administrative organization or unit [BSAG] Familiarity with administrative technologies deployed on campus [BSAG,TAG]

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EXECUTIVE COMMITTEE REPORTING

This oversight group is responsible for the advancement of the technology roadmap through regular status and progress reviews to the Administrative Technology executive committee. The group will communicate the road map, special interest group projects, service demand, risks and resource needs.

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SUMMARY OF CHANGES

This section records the history of significant changes to this document. Only the most significant changes are described here.

Version Date Author Description of change

01.0 MM/DD/YYYY

Initial Draft

04/10/2016 IET Client Services

Initial exposure draft.

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