Service Management Initiative ServiceNow Project Update

Service Management Initiative Current State Page 2 * ServiceNow ( ) able to provide business process support for other Stanford Service providers like HR, FMS, LBRE, RDE

“Tools and utilities that help with the User experience (not specific, but we must obsess on the user experience)” “Ability to transfer tickets across schools (not create duplicates), and for the originator or interested parties to continue to follow the ticket's progress.” “Categories that make it easy for the user to choose.” “Seamless handoffs between departments to help with the ‘One IT’ view of the customers. Must also be able to pass the ticket back.” “Change control over the implementation to stay as out of the box as possible.” And the Improvement Team said… Page 3

Page 4 Improved, consistent user experience One user interface to support University-wide service management processes Seamless exchanges with schools, departments, and Stanford Medicine Simplified workflows More insight into the processes at macro- and micro-levels Service Management Initiative Goals

Single ArchitectureShared ResourcesSingle Data ModelCustom App Dev SERVICE AUTOMATION PLATFORM Field SvcHR SERVICE MANAGEMENT AssetChangeCatalogCMDBIncidentProblemReleasePass ResetFacilities BUSINESS MANAGEMENT AnalyticsGovernan ce Cost Project Vendor Demand Resource APPLICATION DEVELOPMENT ‘Citizen’ Creators Professional Creators SDLCApp Creator OPERATIONS MANAGEMENT Cloud MgmtOrchestrationDiscoveryConfig AutoService CreatorEvent Svc Map ServiceNow Page 5

Page 6 May – AugSep – Dec Jan – AprMay – AugSep – Dec Jan – Apr May – Aug High Level Service Management Roadmap Preliminary Incident Management Incident, Problem, Change, Knowledge Management, and Non-Billable Request Service Catalog (Billable Request) Process Design SHC Go-Live Sunset Remedy Process Design UIT Go-Live Campus Partners UIT Go-Live Sunset PMG Oracle POC Oracle Upgrade Campus Partners UIT Go-Live

Service Management Process Implementation Page 7 PROCESS OWNERS: Incident – Jon Russell Request – Kathy Pappas-Kassaras Change – Larry Dillard Knowledge – Jan Cicero Problem – Matthew Ricks Configuration (CMDB) – Tim Boswell ALIGN BASELIN E DEFINE IDENTIFY CONFIGURE DOCUMENT TEST LAUNCH

Incidents are reported failures or degradation of your services. Incident Management exists to get the operation of a service back to “normal” as quickly as possible in order to minimize any adverse affects on the supported academic, business, and research processes. Incident Management Definition Page 8 Process Goal: Restore service as quickly as possible

Incident Management Concept of a Call Record Page 9 z Incident z call z Request z Question

Things that we are trying to make go away Categorization for routing Categorization for metrics Belonging to multiple support queues Requiring multiple fields for incidents Incident templates

What are we trying to add Locations services An improved mobile client Predictive search An integrated knowledgebase Separation of Incident, request Automated reporting and real time dashboards Easier ad-hoc reporting and filtering ACD integration Chat for Help

Service Management Initiative ServiceNow Project Communication Page 12 Meet Individually with Units in Next Month Incident Management Roadshows will be presented to stakeholders beginning in November Additional communication planning, including launch of web site Next Campus Stakeholder session will occur on December 10 October SMTWTFS November SMTWTFS

ServiceNow and ITIL Training Self-Training Options for You and Your Team Page 13 Process and ITIL Courses Navvia Tool based courses – online only Confluence Site e+Management+Home Functional Courses ServiceNow Foundations Course – online only Demos and Other Overviews Live demos – Schedule posted to Confluence (handout) ction?pageId= ServiceNow Wiki

THANK YOU Page 14