ServiceDesk@ITS Presenters: Parrish Nnambi, Chris Ranglas, Carman Cedola and Arnold De La Fuente

Agenda Background Phase 1 Plan Next steps ALCOR

Background Purpose Process Update Purpose Tool to meet the goals of our new organization Utilizing ITIL best practices Which includes standardization Process - Past year – Current state of our end user support services. Ticket counts, tools used, SLA/OLA, Phase 1/2/beyond Help Desk/Service Desk - ITSM Tool Requirements – Incident/Request/Change/Release and deploy/Project/Asset/event management - ITSM Demo scripts and met with various venders ITSM Selection/Purchase Met with SN costing/ implementation Realized that the we may need a different approach on the implementation We enlisted the service of Carman Cedola – ITSM Advisor Build requirements for Implemtation partner And met with various partners based on our Phase 1 Plan

Phase 1 Plan Goals Success factors Turn on ServiceNow for ITS (limited set of Modules) Requests Module Incidents Module Customer Portal Single ITS Phone Number, Email Address, and Customer Portal for most inbound ITS requests/incidents Ability to capture Customer Satisfaction metrics Service Desk System Administrators will be able to provide simple to moderate administration of ServiceNow Success factors ITS staff will know how to use ServiceNow to process incidents/request internally ITS customers will know how to use ServiceNow to report problems and ask questions

Next Steps Communication Re-engagement Making the Magic happen Service Owners Making the Magic happen Communication FAQ/ITS and Manager Newsletters/Future manager meetings/campus notice Engagement Reconnect Business Owners Patience and Understanding Meetings Prototype UAT – User Acceptance Testing Making the Magic Happen listened to what we had to say and came back with answers and a plan Arnold De Le Fonte will tell you more about ALCOR

About Alcor Founded in 2008, Alcor is a California corporation with its global headquarters in Anaheim and offices in Dublin, CA; Boston, MA and in New Delhi, India. Alcor consulting focuses on leveraging technology, process re-engineering and providing outsourced managed services to help corporate IT drive down costs of operations. Current engagements cut across leading enterprise clients within US, Canada & India. Strength of over 250 vibrant personnel at multiple levels (Consultants, Project Managers, Technical Architects, Software Engineers). Alcor partners with several technology organizations such as ServiceNow, Microsoft, WorkDay, Oracle to deliver cost effective implementations through onshore or offshore models. Strategic IT Services: IT Strategy Planning, Portfolio Cost Analysis, Portals, Cloud & Mobile Strategy Enterprise Collaboration: ITSM, Portal & Web Development, Data Analytics, Office 365 & SharePoint Implementation Enterprise Mobility: Mobility Strategy, Mobile Applications,

Roles and Responsibilities – UCSD Member(s) Executive Sponsors Provide leadership and approvals on the process Ensure there is process and tool compliance Work closely with the Process Council, Governance Board, and Process Owners Ensure resources are available and positive contributors to the ITSM Program Brian DeMeulle Parrish Nnambi Program/Project Manager UCSD will provide a project manager for the project. UCSD project manager will meet regularly with the Alcor engagement manager to review progress and resolve issues. Chris Ranglas Technical Resource Lead UCSD will supply required technical resources to integrate with the SN Cloud environment and Informatica systems. * *

Roles and Responsibilities – UCSD Member(s) ServiceNow Admins ServiceNow administrators to provide generic administrative functions in the tool. Sean Jones Isaac Serrano Process Owner(s) UCSD will provide subject matter experts who will be responsible for the correct and complete definition of each of the processes within the scope of this proposal. Lynn Underwood Jeno Bonetti Parrish Nnambi

Project scope Phase one Planning Core Configuration Roadmap Development Assistance Incident Management Service Catalog & Request Management Knowledge Management Survey Management Employee Self Service/Content Management System Training

High Level Timeframe Discovery/Requirements (April – May) Prototype/Review (June) Test/Train (July) (The Magic Happens) (August) GO LIVE

Proposed Development Cycle Incident Management BRD 1 Review BRD Complete Dev Prototype 1 Review Prototype Complete UAT Signoff * *

ServiceNow

Questions? *