Building Our IT Service Management Strategy DCSS FALL 2016 Kevin Davis, kdavis1@vt.edu Anne Sheppard, ashepard@vt.edu IT Experience & Engagement

ServiceNow Where we are now Incident Management Knowledge Base Service Portal Service Catalog Go live 9/11/2014 Incident , KB (replace answers.vt.edu) Service Catalog Spring 2016 Service Portal 8/1/2016

ServiceNow Where we are going Website consolidation New IT status Problem management Change management More integration/automation Know More – Do More Antivirus software Download from antivirus Instructions from answers Support from 4Help Computing IT Status Problem Change More data sources, more integrations, Jira, Atlas Automation - Know more, do more The more information we can gather in SN, the more decisions we can make and work towards process automation.

ServiceNow LIVE DEMO http://4help.vt.edu New Service Portal – August 1, 2016 Actions in the middle Community IT Status Status of incidents Approvals

Evolving Features of our IT Service Catalog: A single, easy-to-use, well-organized online catalog for all public-facing external services provided by VT IT units *Discoverable* - Central Location* Remove replicated IT documentation to avoid duplication and confusion for our customers computing.vt.edu will eventually be decommissioned! Giving our customers the power to address their problems and needs Modern service experience that provides a self-help interface *Discoverable* – *Requestable* – *Automated* Our Service Catalog allows users to access IT services from central location instead having to access multiple interfaces. So services are: Discoverable from one Central Place We’re working to remove replicated documentation by combing through computing.vt.edu for any service not currently not mapped to the Service Catalog. We’ll be reaching out to units to determine if information found on computing indicates a service entry should be created in the Service Catalog Our Service Catalog provides users with a modern service experience that includes self-help interface and our services are not only discoverable, but can also be requestable – and automated! Providing our customers the power to address their problems and needs.

Evolving Features of our IT Service Catalog: *Requestability * Automation* Single Point of contact to request services through a more automated process Moving away from manual approvals and paper-based forms Each catalog item can have its own unique workflow and business rules with built-in automation We working to move away from manual approval and towards a Single Point of contact to request Requestability and Automation gives Users have a more streamlined, efficient way to obtain services so their satisfaction goes up and time and costs go down

Evolving Features of our IT Service Catalog: *Reporting* Reporting will enable us to capture the quality, performance, efficiency, and demand of each service Requestable service catalog entries provide a clear picture of the services requested and consumed Visibility into the performance of functional group Highlight efficient processes or areas where more work needs to be done Data Driven Decision Making NOW ALL data from requests can be captured! Reporting enables us to have a clear picture of services being requested, who’s using them, how well we’re fulfilling requests. Reports enable us to make data drive decisions to all facets regarding our services.

Evolving Features of our IT Service Catalog *Quality Assurance (QA)* Continuous Improvement* Completed on each requestable entry Ensures service entries follow a consistent look and feel Service Owners are provided results of how the service performed, any updates made to ensure consistency and suggestions for improvement, if any. Enabled a number of improvements to be incorporated As a part of Continuous Improvement, QA is completed on each requestable entry after it is published. Ensures service entries follow a consistent look and feel Services Owners are provided … From QA a number of improvements have been incorporated Service owners are now able to do “error-checking” on input that a customer types, such as checking that a PID only contains numbers and letters and not symbols Examples of answers to questions to assist the customer comprehension

Service Catalog Evolution/Accomplishments To Date APRIL OCTOBER Categories 13 13 High-level “Umbrella” Service Groupings 28 29 Services with entry ongoing ~120 155 Requestable Service Entries ~40 In-progress for becoming requestable 25 TOTAL Service requests to-date *1395* Live Demo www.4help.vt.edu We’ve made some updates to the descriptions of categories, but are still 13. 13 Categories Approximately 28 high-level service groupings – “umbrella” entries 120+ services with entry ongoing Let’s do a DEMO of the website

Q & A with Antivirus (SEP) Service Owner: A Service Owner’s perspective on how having their service represented in the Service Catalog has provided benefits to both our user and the Service Owner through being centrally located and by becoming more automated. As the Service Owner for Antivirus (Symantec Endpoint Protection) – Kevin Davis 1.) How was the service marketed or made known to users before being in the catalog? 2.) What was the previous process that users interested in taking advantage of the Antivirus (Symantec Endpoint Protection) had to go through?   3.) What happens with the process now in the Service Catalog? 4.) How has the automation improved this service for our users? 5.) How has automation improved this service for you as a Service Owner? 6.) Do you have plans to further automate this service in the future?  If so, what would you envision that process to be?  Q & A with Antivirus (SEP) Service Owner:

Q & A with BigFix Service Owner: A Service Owner’s perspective on how having their service represented in the Service Catalog has provided benefits to both our user and the Service Owner through being centrally located and by becoming more automated. As the Service Owner for End Point Manager (IBM BigFix) – Peter Franchi 1.) How was the service marketed or made known to users before being in the catalog?

Q & A with BigFix Service Owner: 2.) What was the previous process that users interested in taking advantage of the IBM BigFix service had to go through? Previously, the Department admin would be guided to the older KB Article that required them to download a form (MOU), have it signed by their department head, and returned by internal mail or email. I would then contact the Admin and set up the process within Bigfix.   3,) What happens with the process now in the Service Catalog? Now, the paperwork side has been removed once the requestor selects the ServiceNow Catalog item, the process asks them for their department head’s PID. The request is sent to the Bigfix team and the requestor and the department is assessed for eligibility. Once established through a simple look up or phone call, (Sometimes we get a non IT admin requesting in error), then the request is approved which triggers an email to be sent to the department head for them to either click on a link to approve the request or deny it. Once that process is complete, a notification is sent to the BigFix team and the process to provision is started. Q & A with BigFix Service Owner:

Q & A with BigFix Service Owner: 4.) How has the automation improved this service for our users? No paperwork to lose or store.   5.) How has automation improved this service for you as a Service Owner? See #4 but now an electronic paper trail is possible and easy to retrieve for reference. (Think Reporting!) 6.) Do you have plans to further automate this service in the future?  If so, what would you envision that process to be?  Hmmm… further automation. Considering many things at this point, but one is perhaps having BigFix produce a daily report detailing info about what software is installed and what specification a machine is, so if a user puts in an incident, the operator can pull up the details of the machine instead of asking the user questions that they may not know the answers to. Q & A with BigFix Service Owner:

Evolving Features of our IT Service Catalog: Continuous Improvement - A significant part of our service strategy Next Steps… Usability Testing to evaluate 5 newly requestable services in November Improving automation of current requestable services Adding additional services as applicable Followed by additional more robust User Testing and Web Analytics Gathering additional feedback from YOU our IT community, Users, and others We highly value your feedback and ask you continue to send your comments, questions and feedback to: sc-feedback-g@vt.edu. Part of the continuous improvement process Usability, accessibility and visual appeal More Valuable and accessible for everyone

Building Our IT Service Management Strategy Questions? DCSS FALL 2016 Kevin Davis, kdavis1@vt.edu Anne Sheppard, ashepard@vt.edu IT Experience & Engagement