Information Technology Department IT Service Management Request Fulfillment & Knowledge Management Information Technology (IT)

Request Fulfillment Goals Standard and repeatable way to request and fulfill Service Requests. Clear expectations on what the service is delivering/or not delivering Expectations on delivery dates/times are set with the customer as part of the request Processes are built in way that allows for changing technology with little or no changes to the process required.

Request Fulfillment Tools Supporting Functions Fulfillment Manager Fulfillment Teams Request Lifecycle Requested Approval Fulfillment Delivery Resolution Process Integrations Asset Management

Request Fulfillment Usage 116 Items in the Request Catalog 41,774 Items requested (2015/2016 YTD) 96,218 tasks (2015/2016 YTD) 82,323 Generic requests (2015/2016 YTD)

Request Fulfillment

Knowledge Management Goals A way to be consistent in the way we share perspectives, ideas, experience, and information Giving people the ability to quickly respond to circumstances by making relevant data, information, and knowledge available to people and processes at the right place and at the right time Improving the quality of service, increasing satisfaction, and reducing cost.

Knowledge Management Tools Supporting Functions Content Owners Knowledge Management Team Help Center Knowledge Lifecycle Newly Published Maintenance Retiring CI relationship Process Integrations Incident Problem Multiple repositories with varying Knowledge types Types include day 1 guides, runbooks, known errors and workarounds, test cases, process, procedures, and more. The knowledge is spread out across multiple repositories with no standard for where the information is housed and is easily accessible to users SharePoint Local Drives ServiceNow Tribal Knowledge Supports the Help Center Help center can resolve incidents or answer questions on behalf of services Self Service Day 1 guides to learn how to use a service, workarounds to help resolve issues experienced with a service, accessing procedures Lifecycle Process – (Current focus was to assess and improve on the lifecycle process that supports knowledge housed within ServiceNow Automation/Removing Waste Retired Informing of updates rather than approving of updates Quicker TAT Reduced the backlog from ~ 500 in Q1 to 200 a few weeks ago to roughly 20 today. Creating new knowledge Leaving feedback Customers can leave feedback direclty within knowledge which is sent to the knowledge team to review and assess for needed updates. Quality Review/Keep Relevant 18 month review cycle to ensure knowledge stays up to date and users can rely on it to make decisions Retiring Remove knowledge that is no longer needed IE. Workarounds removed from root cause removal. Integrations Incident Create knowledge from incident resolution Problem Create knowledge from within problem (based on identified workaround) Auto-retireds knowledge when Problem is closed

Knowledge Management Usage 2,198 Published 401 Created (2015/2016 YTD) 552,849 Views (Since 2008…Looking at currently published articles) 87% of Incidents created by Help Center used Knowledge (2015/2016 YTD) 40% FPOC resolution 403 feedback submissions (2015/2016 YTD) Share story about Generator inlcuding the oil filter