1. Building Our IT Service Management Strategy
DCSS FALL 2016
Kevin Davis,
Anne Sheppard,
IT Experience & Engagement

2. ServiceNow Where we are now Incident Management Knowledge Base
Service Portal
Service Catalog
Go live 9/11/2014
Incident , KB (replace answers.vt.edu)
Service Catalog Spring 2016
Service Portal 8/1/2016

3. ServiceNow Where we are going Website consolidation New IT status
Problem management
Change management
More integration/automation
Know More – Do More
Antivirus software
Download from antivirus
Instructions from answers
Support from 4Help
Computing
IT Status
Problem
Change
More data sources, more integrations, Jira, Atlas
Automation - Know more, do more
The more information we can gather in SN, the more decisions we can make and work towards process automation.

4. ServiceNow LIVE DEMO http://4help.vt.edu
New Service Portal – August 1, 2016
Actions in the middle
Community
IT Status
Status of incidents
Approvals

5. Evolving Features of our IT Service Catalog:
A single, easy-to-use, well-organized online catalog for all public-facing external services provided by VT IT units
*Discoverable* - Central Location*
Remove replicated IT documentation to avoid duplication and confusion for our customers
computing.vt.edu will eventually be decommissioned!
Giving our customers the power to address their problems and needs
Modern service experience that provides a self-help interface
*Discoverable* – *Requestable* – *Automated*
Our Service Catalog allows users to access IT services from central location instead having to access multiple interfaces. So services are: Discoverable from one Central Place
We’re working to remove replicated documentation by combing through computing.vt.edu for any service not currently not mapped to the Service Catalog. We’ll be reaching out to units to determine if information found on computing indicates a service entry should be created in the Service Catalog
Our Service Catalog provides users with a modern service experience that includes self-help interface and our services are not only discoverable, but can also be requestable – and automated! Providing our customers the power to address their problems and needs.

6. Evolving Features of our IT Service Catalog:
*Requestability * Automation*
Single Point of contact to request services through a more automated process
Moving away from manual approvals and paper-based forms
Each catalog item can have its own unique workflow and business rules with built-in automation
We working to move away from manual approval and towards a Single Point of contact to request
Requestability and Automation gives Users have a more streamlined, efficient way to obtain services so their satisfaction goes up and time and costs go down

7. Evolving Features of our IT Service Catalog:
*Reporting*
Reporting will enable us to capture the quality, performance, efficiency, and demand of each service
Requestable service catalog entries provide a clear picture of the services requested and consumed
Visibility into the performance of functional group
Highlight efficient processes or areas where more work needs to be done
Data Driven Decision Making
NOW ALL data from requests can be captured!
Reporting enables us to have a clear picture of services being requested, who’s using them, how well we’re fulfilling requests. Reports enable us to make data drive decisions to all facets regarding our services.

8. Evolving Features of our IT Service Catalog
*Quality Assurance (QA)* Continuous Improvement*
Completed on each requestable entry
Ensures service entries follow a consistent look and feel
Service Owners are provided results of how the service performed, any updates made to ensure consistency and suggestions for improvement, if any.
Enabled a number of improvements to be incorporated
As a part of Continuous Improvement, QA is completed on each requestable entry after it is published.
Ensures service entries follow a consistent look and feel
Services Owners are provided …
From QA a number of improvements have been incorporated
Service owners are now able to do “error-checking” on input that a customer types, such as checking that a PID only contains numbers and letters and not symbols
Examples of answers to questions to assist the customer comprehension

9. Service Catalog Evolution/Accomplishments To Date
APRIL OCTOBER
Categories
High-level “Umbrella” Service Groupings
Services with entry ongoing ~
Requestable Service Entries ~40
In-progress for becoming requestable
TOTAL Service requests to-date *1395* Live Demo
We’ve made some updates to the descriptions of categories, but are still 13.
13 Categories
Approximately 28 high-level service groupings – “umbrella” entries
120+ services with entry ongoing
Let’s do a DEMO of the website

10. Q & A with Antivirus (SEP) Service Owner:
A Service Owner’s perspective on how having their service represented in the Service
Catalog has provided benefits to both our user and the Service Owner through being
centrally located and by becoming more automated.
As the Service Owner for Antivirus (Symantec Endpoint Protection) – Kevin Davis
1.) How was the service marketed or made known to users before being in the catalog?
2.) What was the previous process that users interested in taking advantage of the
Antivirus (Symantec Endpoint Protection) had to go through?
3.) What happens with the process now in the Service Catalog?
4.) How has the automation improved this service for our users?
5.) How has automation improved this service for you as a Service Owner?
6.) Do you have plans to further automate this service in the future?  If so, what
would you envision that process to be? 
Q & A with Antivirus (SEP) Service Owner:

11. Q & A with BigFix Service Owner:
A Service Owner’s perspective on how having their service represented in the Service Catalog
has provided benefits to both our user and the Service Owner through being centrally located
and by becoming more automated.
As the Service Owner for End Point Manager (IBM BigFix) – Peter Franchi
1.) How was the service marketed or made known to users before being in the catalog?

12. Q & A with BigFix Service Owner:
2.) What was the previous process that users interested in taking advantage of the
IBM BigFix service had to go through?
Previously, the Department admin would be guided to the older KB Article that
required them to download a form (MOU), have it signed by their department
head, and returned by internal mail or . I would then contact the Admin and
set up the process within Bigfix.
3,) What happens with the process now in the Service Catalog?
Now, the paperwork side has been removed once the requestor selects the
ServiceNow Catalog item, the process asks them for their department head’s
PID. The request is sent to the Bigfix team and the requestor and the department
is assessed for eligibility. Once established through a simple look up or phone call,
(Sometimes we get a non IT admin requesting in error), then the request is approved
which triggers an to be sent to the department head for them to either click
on a link to approve the request or deny it. Once that process is complete, a
notification is sent to the BigFix team and the process to provision is started.
Q & A with BigFix Service Owner:

13. Q & A with BigFix Service Owner:
4.) How has the automation improved this service for our users?
No paperwork to lose or store.
5.) How has automation improved this service for you as a Service Owner?
See #4 but now an electronic paper trail is possible and easy to retrieve for reference.
(Think Reporting!)
6.) Do you have plans to further automate this service in the future?  If so, what would you
envision that process to be? 
Hmmm… further automation. Considering many things at this point, but one is perhaps
having BigFix produce a daily report detailing info about what software is installed and
what specification a machine is, so if a user puts in an incident, the operator can pull up
the details of the machine instead of asking the user questions that they may not know
the answers to.
Q & A with BigFix Service Owner:

14. Evolving Features of our IT Service Catalog:
Continuous Improvement - A significant part of our service strategy
Next Steps…
Usability Testing to evaluate 5 newly requestable services in November
Improving automation of current requestable services
Adding additional services as applicable
Followed by additional more robust User Testing and Web Analytics
Gathering additional feedback from YOU our IT community, Users, and others
We highly value your feedback and ask you continue to send your comments, questions and feedback to:
Part of the continuous improvement process
Usability, accessibility and visual appeal
More Valuable and accessible for everyone

15. Building Our IT Service Management Strategy Questions?
DCSS FALL 2016
Kevin Davis,
Anne Sheppard,
IT Experience & Engagement