Leading teams in ServiceNow December 1, 2017 Cindy

On Leadership http://www.businessinsider.com/former-navy-seals-no-bad-teams-only-bad-leaders-2016-9

No bad teams, only bad leaders No one wants to be part of a failing team Trust that your team wants to do their very best Get the team focused on the mission and working together http://www.businessinsider.com/former-navy-seals-no-bad-teams-only-bad-leaders-2016-9 Photo credit: Seaman Kyle Gahlau, Navy Visual News Service

Two Leadership Styles Laissez-Faire “Let it go” “I trust that my team is doing good work” Leads from the inbox Take Ownership “Let’s go!” “I know that my team is doing good work” Leads from the frontline

Tip #1: You can’t lead your team from your inbox

Tip #2: Prioritize and Execute

The default lists are just that - the default. Do you want to be the default, or do you want to be exceptional?

Other ways to prioritize your work By Business Service or Configuration Item By Priority By Last Updated Date By Incident State By Assignee By Category

Categories of work in ServiceNow Incident: An unplanned interruption to an IT Service or reduction in the quality of an IT service. Inquiry/Help: An request for information or assistance with an IT Service Service Request: A request from a user for something to be provided, which are often standard changes - pre-approved, repeatable, pre-defined, low risk changes to IT systems. Change: The addition, modification or removal of anything that could have an effect on IT services

Tip #3: Teamwork

Lead your team in how they should work through tickets How should your team approach their ticket queue? First in, first out? Review and assign all new tickets before responding to In Progress tickets? Update each ticket once a day? Free for all?

Tip #4: Visualize the work

Visual task boards

Tip #5: Situational awareness Show how to generate reports. Start with modifying an existing report Samples: Assignee pie chart (who needs help?) Resolved by assignee (who's resolving the most?) Incidents created by CI (what application are causing the most problems?)

Use Reports to understand what’s going on Show how to generate reports. Start with modifying an existing report Samples: Assignee pie chart (who needs help?) Resolved by assignee (who's resolving the most?) Incidents created by CI (what application are causing the most problems?)

Tip #6: Performance analytics HITS KPIs We haven't set targets around these, but everyone should get in there and look about how we are doing as an organization Predicted backlog Demand and capacity

Tip #7: Standups! Now that you know all this cool stuff about ServiceNow, let's talk about putting this all together Just like the seal in the boat, it's time for you to take charge

Putting it all together Now that you know all this cool stuff about ServiceNow, let's talk about putting this all together Just like the seal in the boat, it's time for you to take charge

Putting it all together Get out of the inbox and into the tool! Set clear expectations on how your team works through their queue Use lists and visual tasks boards to manage the work Review your performance using reports and Performance Analytics Lead your team in daily standups to focus on the mission and working together Out of the inbox and into the tool

Erik Zempel Performance and Improvement Management HITS Questions? Comments? Thank you! Erik Zempel Performance and Improvement Management HITS