ServiceNow Project Kick-Off 03/19/19

ServiceNow Project Kick-Off 03/19/19

What is ServiceNow Cloud-based platform that enables better service and support. Service management tool based on the ITIL framework. Platform with various modules available: Incident, problem, change, knowledge, etc. Drastically enhanced user experience. Improved end user experience with a consumer-like interactions. Improved support/service “fulfiller” experience.

Benefits of ServiceNow Hosted in the cloud Based on ITIL Highly configurable Automated processes Customer self-service Powerful reporting capabilities

Benefits for UNC Unified and consistent user experience – a UNC request for help Transparency Increased self-service capabilities Better reporting New, better help.unc.edu Breakdown of silos

How we got here Project evolution Summer 2017: vendor demos Early 2018: selected ServiceNow Late Summer 2018: began pre-project meetings Fall 2018: Interviewed and selected implementation partner Early 2019 Changes in IT Fresh look at project scope Focus on showing success and progress with a phased approach

Phase One Uduak Ndoh

Phase One – What's In Scope In scope: Incident/Problem Service Catalog & Request Change Knowledge and Service Portal CMDB Light – Discovery Not in scope: Hardware Asset Management Event Management 8

Phase One – What's In Scope 9

Incident An unplanned interruption to a service or reduction in the quality of a service e.g. time not adjusting on the phones for Daylight Saving Problem The cause of several related of incidents e.g. Reports on CTC of multiple phones having issue and cause possible firmware Change The addition, modification, or removal of anything that could have an effect on services e.g. updating the firmware on the affected phones Knowledge A logical database containing data and information used by the service knowledge management system e.g. help documentation on help.unc.edu Portal https://help.unc.edu, the web-based front door for ServiceNow knowledge, requests, and incidents. CMDB A Configuration Management Database - A database that contains any technology (hardware or software) that is used to deliver a service

Project Structure and Plan Brenda Carpen

Guiding Principles for Project Organization & Teams Customer focus – User experience focused (UX) design Responsibility – Enterprise over individual unit focused decisions Representative – large and small units, administration, research, academic, IT, HR Standardize user/customer experience across the university 12 Nimble - able to make decisions quickly

Project Organization Incident & Problem Executive Sponsors Change Service Request & Catalog Executive Steering Committee Project Sponsors Project Management Team Workstream Teams Portal & Knowledge Technical/Integrations CMDB Implementation Partner (Contender) Communications and Change Readiness Training

Executive Sponsors Responsible for setting the strategic direction of the project and approving funding decisions related to the project. Mike Barker Rick Wernoski

Executive Steering The committee will include key management stakeholders who provide project oversight and control. They will also be visible project champions in their respective organizations. Bryan Andregg, Kelly Brown, David Eckert, Fran Dykstra, Kate Hash, Andy Lang, Uduak Ndoh, Ray Reitz, Candace Reynolds, Tim Shearer, David Smith

Program Sponsors Makes the day-to day business decisions for the program/project. Approves work products and changes to project scope. Point of escalation. People who liaise with the various business units to ensure that issues are resolved or escalated quickly. Kate Hash Uduak Ndoh

Project Management Leads Manages project scope, budget and timeline. Escalates decisions to sponsors and Executive Steering. Issue escalation point. Manages Implementation Partner and FTE Project resources to ensure deliverables are completed. Provides status reporting to Executive and Campus Stakeholders and sponsors. Brenda Carpen Lawrence Huynh

Project Lead - Technical Lead/Service Manager Manages and provides oversight for all technical aspects of the project. Reviews system architecture and configuration where appropriate. Communicates with the Process Owners to ensure they understand technical data requirements of project. Obtains other relevant technical information necessary for the project. Liaise with Process Owners to implement, test and troubleshoot configurations and or integration between the systems. Primary contact for the Implementation Partner regarding technical aspects of project. Service Manager for ServiceNow. David Smith Francis Chan

Workstream Leads Organize workstream project team that includes subject matter experts from across campus and Implementation Partner to oversee the delivery on schedule, on budget and in scope of ServiceNow workstream. Work with workstream project team to ensure all action items and issues are prioritized, resolved or escalated. Incident & Problem – Alison Campbell Change – Kelly Brown Service Request & Catalog – Riaz Ahmed Portal & Knowledge – Kim Vassiliadis CMDB – Brent Caison Communications & Change Readiness – Alison Campbell Training – Bryan Andregg Testing – Erin Towne

Incident An unplanned interruption to a service or reduction in the quality of a service e.g. time not adjusting on the phones for Daylight Saving Problem The cause of several related of incidents e.g. Reports on CTC of multiple phones having issue and cause possible firmware Change The addition, modification, or removal of anything that could have an effect on services e.g. updating the firmware on the affected phones Knowledge A logical database containing data and information used by the service knowledge management system e.g. help documentation on help.unc.edu Portal https://help.unc.edu, the web-based front door for ServiceNow knowledge, requests, and incidents. CMDB A Configuration Management Database - A database that contains any technology (hardware or software) that is used to deliver a service

Rollout Schedule Timetable Feb Mar Apr May June Training & Change Readiness Incident & Problem Change Service Request & Catalog Knowledge & Portal Discovery & CMDB Lite Governance July

Training Bryan Andregg

Training 500 by July Multi-modal Classroom Online Video FAQ’s Tip sheets Website We’ll come to you wherever you are!

Resources Already Ready ServiceNow Foundations eLearning ServiceNow User Community ServiceNow Training and Certification Lynda.com ITIL (Service Management) Videos Language of ServiceNow Reference Guide

ServiceNow Needs You! I can’t do this alone! Partnering with ITS Schools and Units help spread the word Become a ServiceNow trainer – No Experience Necessary ServiceNow trainers will deliver high-quality training for the ServiceNow service management platform using a mix of in-person and online modalities and will help develop training materials like videos, FAQ's, and tip sheets. Trainers should be excited to learn a new tool that will improve user experience and should be excited to teach that tool to others. Trainers should be intellectually curious and approach learning and sharing new tools with a smile on their face. Trainers should be engaged with learning and teaching themselves the platform by pressing all of the buttons just to see what they do!

More to Come in April Building a Team Identifying Best Resources Setting the Schedule Plan for Success Respect the Challenge

Communications & Questions Kate Hash

Project Communications Project website: servicenow.sites.unc.edu Project information Weekly updates Training schedule Training links Communications kit Weekly Zoom updates Email updates Communications are focused on the IT community

How to help and get started Take training Assess how you are using Remedy now Reach out to the project team

Ready to learn more? Visit servicenow.sites.unc.edu to learn more about the project timeline, training and more!