Service Management @ PSU Ben Battaglia, Director Enterprise IT beb144@psu.edu

Agenda Service Management Background & Timeline Strategic Alignment Near Term Focus Roadmap Release Information

ITX Background & Timeline How Did We Get Here? Flawed Implementation Plan - implementing too many, unnecessarily heavyweight processes Program Sponsors departure Diminished institutional confidence in Enterprise level Service Management Time is Right For a Reboot, Position Towards Customer Oriented Value

Service Management Alignment With Strategy Enterprise IT Strategy Enterprise Service Management Alignment Establish a Cross-University, Shared Vision for IT Align: Around strategic initiatives including Tier 1 Redesign, IAM Function, Cloud Computing Enablement Deliver: Stronger customer value in key areas for the institution Create a Culture of Service Align: Around customer focused service management processes Deliver: Value oriented service management practices for our customers, Common definitions and measures, External advisory groups, Application of OCM best practices Optimize Our Investments Align: Practical, simplified modes for service delivery at Penn State Deliver: Enterprise level shared incident model with specific SOP’s backed with robust technology, Evaluate and define value at SM process level, deliver strategies for optimization Position Technology to be a Differentiator for the University Align: Broaden evaluation of tools across the spectrum of service management disciplines and PSU key impacted organizations Deliver: Right tools, right place for IT professionals regardless of organizational entrenchment Protect our Assets Align: Partner with OIS, for Service management alignment Deliver: Common tools and enterprise level processes for our security professionals

SMO Near Term Focus – 30, 60, 90 Days Key artifact development, including Incident Model, Semester kickoff etc. + executive feedback cycles Deliver SNOW deployment 2; call log, chat & Istanbul upgrade; including training + communication Job postings / interviews for key positions 60 Days Socialization and feedback cycles for Key Initiatives Release 2 & 3 Project Execution & Implementation Planning SMO project and deliverable Roadmap refinement 90 Days Implement Process KPI’s and management toolset Deploy simplified, out of the box knowledge management process Deploy simplified, streamlined portal Enterprise incident model implementation planning / Socialization Key Stakeholder Engagement & Communication Organizational Structure Review & Planning Position To Deliver on Key Strategic Service Deliverables

SMO Deployment & Release Roadmap 2017: July-September 2017: October-December 2018: January-March 2018: April-June 11 days 100% Sept. 20 Connect Chat 3 days Jan. 1 Enterprise Incident Model Planning 2018 Enterprise Incident Model Implementation 1 day Sept. 20 Call Module 5 days March 1 Support Chat 10 days 65% 0 days 2018 CMDB Penn State 5 days June 1 Work Day Integration 5 days Onboarding Jan. 1 Security Operations Onboarding 0 days 11 days Dec. 1 Knowledge Management 2.0 15% 5 days May 1 Change Management 2.0 1 day May 1 Problem Management 2.0 5 days Cleanup May 1 Request Management 2.0 4 days Sept. 20 Istanbul 1 day April 1 Dashboard Planning 2018 Dashboard Implementation 2017 2017 January 1 Portal P1 Today 2018 Portal P2 2018 Jakarta 2018 Penn State SNow Training Administrative 2018 Records Management Manage Change Through Deployment Process

Predecessors to Longer Term Strategic Imperatives Release 1 - September 20, 2017 Call Module Lightweight tool Use it to collect initial info. Determine later whether a full record is needed Geared toward support staff Connect Chat  Chat tool for users logged into ServiceNow only Use it for record processing Possible single communication thread for major incidents Istanbul Standard ServiceNow upgrade Improves performance Fixes known bugs Predecessors to Longer Term Strategic Imperatives

Planned Release 2 – December 2017 Knowledge 2.0 Revamp of knowledge management process Improved customer self-service—more articles, improved self-help Better information for support staff Articles better targeted to appropriate audience - multiple knowledge bases Portal Streamlined, simplified portal Integrate with Knowledge process  Incident Model Planning & Socialization Comprehensive, aligned incident model Consistent user experience Greater transparency Improvements to incident response process High Value Strategic Service Management Initiatives