Transparency & Transformation through ServiceNow ITBM Northeastern University Brighid Whalen

Speaker Introduction Name: Brighid Whalen Title: Assistant Director, Project & Service Mgmt Function: Information Technology Services University: Northeastern University

Agenda Introduction Background & Challenges Solution Outcomes Lessons Learned & Next Steps

1 2 3 What You Will Learn OUR CHALLENGES NORTHEASTERN’S ITBM IMPLEMENTATION CRITICAL SUCCESS FACTORS & LESSONS LEARNED

- Peter Drucker, Management thinker, author, and consultant You can’t manage what you can’t measure. - Peter Drucker, Management thinker, author, and consultant

Background

Consistently rated a top-50 private university Enrollment: 37,879 Located in Boston, MA Global Reach Seven regional campuses in U.S. & abroad 32% International Students Primary Competencies: Engineering & Research Ranked #1 in Co-Operative education One of the most selective universities in the U.S. *Source: U.S. News, 2018

Our Challenge IT demand and resourcing was not well-managed, leading to unhappy customers, slow turnaround times, and overworked staff. No clear picture of internal and external costs for specific projects and maintenance work. Federated nature of IT in higher ed allows different units to shop around for IT needs. Varied levels of understanding of PPM, Resource Management and overall governance process among stakeholders. Old, entrenched cultural ideas about the role of the Project Management Office and IT governance.

The Solution

Project Portfolio Suite Solution at a Glance Implemented ServiceNow’s ITBM solutions to help provide visibility into demand for IT resources, prioritize IT work, and to more accurately account for IT expenditures. ITBM Suite Demand Management Resource Management Project Portfolio Test Management Agile Development Cost Transparency Financial Planning Project Portfolio Suite (PPS) Financial Management (FM)

ITBM Timeline Demand Management PPM & Resource Management Jakarta Year 1 Year 2 Year 3 Demand Management PPM & Resource Management Jakarta PPM Reporting, Enhancements, & Adoption London Agile, Test Eval

Phase 1 – Get a Handle on Strategic Demand Leveraged Demand Management module in ServiceNow for strategic project intake, approvals, assessment and reporting. 2 parts – Project Initiation and Proposed Solution Demand Created VP Approval Assessment Resourcing Scoping Project Initiation Proposed Solution

Phase 1 – Get a Handle on Strategic Demand Developed Project Intake Dashboard for Leadership

Phase 2 – Understand Resourcing & Projects Implemented ServiceNow’s Project & Porfolio Management Module with Rego Consulting Portfolios aligned with the business/academic units of the University 5 classifications of Projects ITEC (strategic projects) Large Support Projects Small Investment Projects (aka “SIPs”) Keep the Lights On (maintenance) Operations (department meetings, training, etc)

Phase 2 – Understand Resourcing & Projects Implemented ServiceNow’s Resource Management & Time Management Modules Created resource plans and time cards against Demands and Projects (both strategic and maintenance) Nightly feed from HR time tracking to pull approved time off into Resource Management in order to show accurate capacity of resources. Automatic communications to help with compliance

Phase 2 – Understand Resourcing & Projects Small customizations to projects to support cost rollup from resource plans and timecards to cost plans and expense lines

Phase 3 – Reporting & Enhancements to Drive Adoption Custom Global Reporting (with Rego Consulting) Resource Management Report Total Resources on a Project Over/Under Report

Phase 3 – Reporting & Enhancements to Drive Adoption ServiceNow Reporting Multi Pivots Single Scores Dashboards Manager Dashboard Employee Dashboard Project Manager Dashboard Program Manager Dashboard Vendor Dashboard

Manager Dashboard

Project Manager Dashboard

Program Manager Dashboard

Phase 3 – Reporting & Enhancements to Drive Adoption Skills and Roles Total Cost of Project Adoption 1 on 1 meetings with Resource Managers Data Accuracy Time Sheet Portal Enhancments Personalized Dashboards

Outcomes

Week to week, no forecast Progress Over Time 1 MONTH 6 MONTHS 9 MONTHS Project Intake 4 weeks 2 weeks 1.5 weeks Week to week, no forecast Monthly, out 3 months + Monthly, out 6 months + Resourcing Timesheets 75% 90% 95%

Before sources Deman Resources CHG and PRJ Dem PR CH Demand Customer Incomplete Before Dem Deman PRJ CHG CH PR Resources and sources Demand I’ve got an idea! Incomplete Work Unhappy Customers Customer ITS Work Stressed IT Staff

After Managed IT Work I’ve got an idea! Resources Customer Complete Ideas Demands I’ve got an idea! Projects Changes Completed Work COMMUNICATION Satisfied Customers Resources Customer Happy IT Staff

Before After Manual Electronic Time-Consuming Quick Reporting Not Transparent Unmeasurable Low Accountability Monthly Electronic Quick Reporting Greater Transparency Measurable Accountability At least Weekly Source Information Here

Lessons Learned & Next Steps

Lessons Learned Do not underestimate the organizational change management aspect of implementing ITBM. Executive sponsorship and buy-in are critical. Reporting was not yet at the level needed. Crawl, walk, run. Improve over time.

Our Next Steps Maturing our PPM/RM processes. Expanding Demand to non-strategic project work. Ongoing Agile & Test Management evaluation. Reporting Enhancements.

Questions?