Service Management Community Meeting February, 2015

Agenda Welcome Service Management Knowledge ITS Service Board Update ServiceNow Implementation Update Training and Communication 2

Overview and Welcome: Service Management Community Meetings Purpose: Provide an opportunity for the Service Management community to engage and share information on all aspects of Service Management.

Service Management ITS Service Board

Board Members Meets every other week. Karen Polhemus (Chair)Chris Kilbourne Chris BellerjeauLinda Faust David GalassiJames Kammerman Faith BrownLouis King Ricardo ChaviraChristine Costantino Dawn ColoneseDeanna Burns John GuidoneRandy Rode

Roles and Responsibilities Govern ITS Service Portfolio, including proposed, active and retiring Services ensuring consistent clarity/usability across service owners Implement Service Catalog in ServiceNow and feed the ITS Website, PPM tool and other appropriate applications Document common language for services and service management Define and communicate the Service Owner and Service Offering Manager roles and responsibilities Provide an annual Service Portfolio Health Report to CIO Directs

Services Hierarchy

Service Owner Responsible for a Service (Video Conferencing Chris Bellerjeau)

Services Hierarchy Service Offering Manager Responsible for a Service Offering (Adobe Connect – John Harford)

Services Governance Service Owner Committees (SOCs) Comprised of every Service Owner in a Service Group Sub-committees Comprised of every Service Offering Manager in a Service

Benefits Supports FY15 strategic goal of cultural change through 100% adoption of ITIL and Service Framework by providing explicit and strategic service management roles to majority of ITS staff Provides a framework for mapping information to services to enable strategic decision-making and measure service maturity and performance Reconciles service information across multiple platforms including ServiceNow, ITS website, PPM tool, and Ideascale Improves transparency for managing, providing, consuming and reporting on services Provides unified voice to bring proposals to governance committees Applies broadly to all University services

Activities Completed Provided Service Strategy, Design and Introduction training for 100 ITS staff members Created Service Owner Committees (SOC) –provided training Reviewed and agreed to Service Groups, Services and Service Offerings –SOCs completed first phase –Service Board reviewed and approved list Implemented new Drupal content types on ITS Web Site for consistent look and feel for Services and Service Offering

ITS Service Board Next Steps Deliver new services taxonomy to SN team for implementation Implement new service taxonomy on the ITS Web site Identify 10 request workflows for SN implementation

Service Management ServiceNow

DecJan Feb MarAprMayJun Go Live 6/9 UAT Complete 05/25 Development Complete 05/01 Requirement Sign off 2/20 Kickoff 12/8 Project Timeline

16 Project Team | Process Owners

Project Goals/Objectives Fresh implementation of ServiceNow with the Eureka version Implement the following utilizing the vendor ‘Excelerators’ ⁻ Incident Management ⁻ Problem Management ⁻ Change Management ⁻ Request Fulfillment ⁻ Service Catalog Management ⁻ Configuration Management ⁻ Knowledge Management 10 Request Fulfillment Workflows Populate ‘CMDB’ Lite ITS Website Integration Training 17

Questions 18 Next Meeting: March 19, 2015 Questions? Thank you