ServiceNow for UC Berkeley CSS-IT Program Technology Office

Goals for Ticketing System Project Pilot ServiceNow for CSS-IT – Knowledge Base – Incident Management – Service Requests Determine Next Pilots Sharing Tickets among Campus Partners using the Ticketing Tool Customers able to view Tickets Problem Management Change Management Asset Management Configuration Management Database (CMDB) Chat and other Social Media Mobile Support

Benefits of ServiceNow Provides greater transparency on the status of incidents and service requests Improved resolution of incidents and service requests Cloud Solution – No need for Hosting Infrastructure nor costly hardware or software upgrades Portability – Retrieve data anywhere, at anytime Ability to scale the ticketing tool to other groups throughout campus Improved reporting capability for existing metrics Continual improvement of the tool and processes that can be shared with all who leverage the ticketing tool

Benefits for UC Berkeley using ServiceNow Community of UC ServiceNow Users that can openly share knowledge Flexible technology that has been successfully implemented for IT and non-IT needs (HR, Finance, Payroll, etc.) at UC Davis and other UC’s Leverage resources that helped with implementation and upgrades of ServiceNow at the UC Davis: Shared Services Center (SSC), College of Engineering and Information & Educational Technology (IET) ServiceNow can meet 80% of the requirements that have been selected thus far for CSS – out of the box and possibly 20% via customization of the tool Can take advantage of the low pricing through the existing contract for all of the UC’s Opportunity to replace numerous ticketing tools throughout campus Share tickets and knowledge with participating ticketing tool campus partners To get out of the different silos that we have throughout campus

University of CaliforniaOrganization(s)Function(s) using ServiceNow Berkeley Electrical Engineering & Computer Sciences (EECS) IS&T Telecom Information Technology Pinnacle Integration Davis Shared Services Center (SSC) College of Engineering Information & Educational Technology (IET) Human Resources Payroll Finance Information Technology Knowledge Base San Francisco Information Technology Los Angeles Information Technology Services Information Technology Santa Cruz Information Technology Services Information Technology San Diego HR Shared Services Human Resources Office of the President IT Service HUB Information Technology Berkeley Labs IT Division Information Technology University of California using ServiceNow

Other Universities using ServiceNow

”Market-leading provider ServiceNow.com will replace our legacy Remedy system. Our goals include consolidation and improved service delivery that leverages a modern, flexible support system. Future benefits will include a self-service requests catalog and visibility of all of your current and historical requests and cases.” Harvard University “ServiceNow is a tool we use to track work and manage IT services. It supports the ITIL processes, a collection of industry standards and best practices for managing IT services.” Yale University “(NYU), a global research institution, decided to improve customer service from both IT and functional administrative units to faculty, staff, and students worldwide. [ServiceNow is our] underlying platform for service delivery and measurement.” New York University “ServiceNow creates a single system of record for all IT processes within a company. It brings together IT strategy, design, transition and operation on a simple cloud platform.” University of Chicago “Service-Now is a web-based tool in which employees in the Finance and Human Resources departments can log service requests and/or incidents. The requests will then be routed to the appropriate service desk staff and managed appropriately. The primary purpose of the tool is to provide an easy-access self-service tool in which users can request and receive assistance in a timely, consistent, and accurate manner.” Columbia University Impact of ServiceNow on Higher Ed

“The ServiceNow Tool is an integral IT Service Management platform that standardizes customer service, making it more efficient. You can fill out a request ticket regarding any of our products, applications, or services (including billing questions), or you can chat with one of our customer support staff.” UCLA “Emory IT strives for excellence in technology and customer service. To best accomplish this, Emory IT professionals use an IT Service Management (ITSM) system, ServiceNow, which automates the request and response process for them and their customers – the Emory community.” Emory University “[ServiceNow] changes are great examples of continual process improvement. The ServiceNow change…will help analysts and process owners match Incidents with any Changes that may have caused them, while also helping Problem Management to determine if a root cause was the result of a particular Change.” Ohio State University “The recommendation of ServiceNow as the preferred vendor is the output of an investigative project that included a rigorous assessment of leading vendors in this space. The selection of ServiceNow as the preferred vendor was based on numerous factors; chief among them were functional flexibility, relative ease of deployment, and competitive pricing.” Boston University Impact of ServiceNow on Higher Ed (cont.)

9 MilestonesTimeline Track 0– Pilot Knowledge Base for all of CSSSpring Semester 2014 Track 1 – Pilot Ticketing System CSS-ITSpring Semester 2014 Track 2 – Pilot Ticketing System CSS-HRSpring Semester 2014 Track 3 – Pilot Ticketing System Central IS&TTBD Track 4 – Pilot Ticketing System CSS-B&FSTBD Track 5 – Pilot Ticketing System CSS-RATBD Track 6 – Pilot Ticketing System Campus IT GroupsTBD Timeline for ServiceNow

Stakeholder involvement flow chart

Questions?

Contact & Additional Information Luis A. Arias, Senior Project Manager – Michelle Bautista, Program Technology Office Manager and Product Owner – Jennifer D’Souza, Business Analyst Project Confluence Site – Campus Ticketing System Project –

Creating Stories Adding your voice to the vision

Story Cards A story is a feature/function someone wants in the product Collected and prioritized by the Product Owner Product Owner organizes them into releases Anyone can submit stories

Format As a [user role/Who] I can [feature/function/What] so that [value of doing the above/Why]

Example As a Customer I can submit a ticket so that I can request service

Let’s try it!