ServiceNow Implementation Workshop Service Catalog &

ServiceNow Implementation Workshop Service Catalog &
Request Management

Workshop Agenda Introduction & Roles Objectives & Outcomes
Current State Assessment Service Catalog/ Request Fulfillment Best Practice Overview Brief introduction by the team members, and understanding roles in the workshops Brief overview of workshop deliverables and high level goals of each attendee Current state review, challenges, opportunities, controls and measures Level setting and overview of what Service Catalog/Request Fulfillment is, benefits, and roles & responsibilities Description Service catalogs provide a customer-facing view of available service and product offerings provided by departments within the organization. This allows organizations to promote these offerings in a structured and easily navigable way, and encourages customers to access catalogs to serve their own needs

Workshop Approach Understand how Service Catalog/Request Fulfillment can help your organization Understand the roadmap to get the most value out of Service Catalog/Request Fulfillment Document detailed requirements and design based on workshop participation

Executive Summary UCSD is looking to implement ServiceNow as their Enterprise Service Management software of choice. The Service Catalog/Request Fulfillment Management processes work to ensure the accuracy and availability of the items provided within the catalogs, and help to define a common delivery method and accountability of all requests, and will include configuration of the following Incident components, as needed: • Catalog Items, Record Producers, and Order Guides will all be accessed through the ESS Portal • Conduct Service Request Catalog work session on best practice, categorization and design • Create a service catalog item for each Orchestration target • Create up to 3 additional, non-Orchestration related Catalog Items • Create up to 3 new Record Producers • Create up to 3 new Order Guide • Create up to one custom Workflow for each Catalog Item, Record Producer, and Order Guide. • Review default reports for Request Fulfillment process

Current Challenges Challenge Description
No one to manage and escalate Incidents Specialist support staff being subject to constant interruption Specialist support staff being asked to fix low level issues. Lost, or incorrectly or badly managed Incidents Our End Users Are Not Very Happy Poorly managed incident response and ownership results in an ineffective support organization, with high costs and low employee motivation, since similar Incidents have to be resolved repeatedly and structural solutions are not provided. When incidents are resolved, information about the resolution is not recorded. There is little information to speed up the resolution time and identify workarounds, resulting in specialist staff being assigned a large volume of incidents. This results in less time to work on business critical systems, updates, project work. Specialist staff are fixing paper jams, diagnosing issues that are repeated and can be predicted with the right information and training. The bouncing incident record End users do not trust the servicedesk and bypass traditional support channels.

ServiceNow Enterprise Cloud
Security Operations Vulnerability Response Finance Customer Service Facilities HR Incident Marketing SERVICE MANAGEMENT Problem Legal Change SERVICENOW PLATFORM Field OPERATIONS MANAGEMENT Asset Application Logic Application Development User Experience More Risk Security Analytics Discovery CMDB BUSINESS MANAGEMENT Service Mapping Vendor Orchestration Audit Event Management Test Cloud Management Demand Financial Management Resource Project SDLC

Process Review Service Catalog
Lets review the process framework. Don’t hesitate to ask questions.

Service Catalog Management
Description A process is defined as a set of linked activities that transform specified inputs into specified outputs, aimed at accomplishing an agreed-upon objective in a measurable manner. The service catalog and request fulfillment management process definitions laid out in this document further break down these activities into actions and the role(s) responsible for their execution. The service catalog is the entry point to the request fulfillment process. ServiceNow supports the service catalog management process in providing a consistent and intuitive ordering experience for customers to order predefined, bundled goods and services from the IT organization while limiting the customer view to only those items that they are permitted to order. Likewise, the request fulfillment process is supported with functionality to receive, validate, authorize, route, track, and execute the fulfillment of service requests. These capabilities are also described in this document. The service catalog is a database containing information about all live IT services, including those available for deployment. It is used to support the sale and delivery of IT services to customers and includes information about deliverables, options, prices, delivery and performance targets, and operational support. The service catalog management process produces and maintains the service catalog and ensures that a central, accurate and consistent source of data is provided. Goals The goal of the service catalog management process is to provide and maintain a single source of consistent information on all operational services and those being prepared to be run operationally, and to ensure that it is widely available to those who are authorized to access it. Objectives The objectives of the service catalog management process are to: • Manage the information contained within the service catalog. • Ensure that the service catalog is accurate and reflects the current details, status, interfaces, and dependencies of all services that are being run in the live environment. • Ensure that the service catalog is made available to those approved to access it in a manner that supports their effective and efficient use of service catalog information. • Ensure that the service catalog supports the evolving needs of all other service management processes for service catalog information, including all interface and dependency information.

Service Catalog Mgmt Inputs/Outputs
Related Process Inputs to Service Catalog Outputs from Service Catalog Service Portfolio Management Request Fulfillment Management Asset and Configuration Management Service Level Management (SLM) This process determines which services will be chartered and moved forward for eventual inclusion in the service catalog, including any service packages and options. This process works with service catalog management to ensure that information in the CMDB and service catalog are appropriately linked together. This provides an accurate and comprehensive view of the dependencies between services, customers, service assets, and CIs. SLM negotiates specific levels of service warranty to be delivered which will be reflected in the service catalog. The service catalog is an entry point to the request fulfillment process providing the customer a mechanism to make service selections and provide information needed to execute the appropriate fulfillment plans.

Service Catalog Management Roles
Description Service Catalog Management Process Owner Service Catalog Manager Service Owner Stakeholders A Senior Manager with the ability and authority to ensure the process is rolled out and used by the entire IT organization. Responsible for: • Defining the overall mission of the process. • Establishing and communicating the process mission, goals, and objectives to all stakeholders. • Resolving any cross-functional (departmental) issues, including resource availability. • Ensuring consistent execution of the process across the organization. • Reporting on the effectiveness of the process to senior management. • Initiating any process improvement initiatives. The day-to-day contact for all service catalog issues. • Coordinating interfaces between service catalog management and other processes, especially service asset and configuration management, and request fulfillment management. • Ensuring that all operational services (and those being prepared) are recorded within the service catalog. • Ensuring that all information within the service catalog is accurate and up to date. • Ensuring that appropriate views of the service catalog are maintained and made available to those for whom they are targeted. Each service must have a designated owner. The service owner is accountable for the delivery of a specific IT service and is responsible to the customer for the initiation, transition, and ongoing maintenance and support of that service. It is possible that a single person may fulfill the service owner role for more than one service. This role is the sponsor of the specific service execution plan, regardless of the number of actual groups involved in delivering the service, and is ultimately responsible for ensuring that the service is being delivered within the expected timeframe and/or cost allocated to it. The service owner usually does not get involved in the fulfillment of individual service requests. This role encompasses any internal or external IT organization involved in the delivery or consumption of a service.

Service Catalog Management Planning
During this planning activity, the service catalog process owner and process manager are identified. They engage with the service owners to determine the scope of the service catalog and the build application. ID Tasks Procedure SC 1.1 Define Service Catalog Policy and Strategy Define the policy and strategy for the service catalog management process to ensure that it meets the business customer requirements. SC 1.2 Define Services Determine the services and items that will be offered in the service catalog so that appropriate fulfillment plans and methods can be defined. Consideration should be given to: • Existing SLAs • Financial arrangements • Approvals SC 1.3 Define Catalog Items The overall catalog is made up of a collection of discrete catalog items. A catalog item can be thought of as a specific good or service. If something can reasonably be ordered by itself, it's a catalog item. SC 1.4 Define Service Catalog Structure With the participation of the different customer and business stakeholders: • Identify the different categories in which the services and items will be grouped and organized to facilitate easiest access and use by all users. • Determine the various service catalog views (IT vs. customer-facing) that are needed based on pre-existing SLAs and organizational policies. SC 1.5 Define Service Catalog Security There are a number of ways to grant or deny access to a service catalog item or category. Catalog entitlements can be established based on role, company, department, group, user, or location.

Service Catalog Management Planning
During this planning activity, the service catalog process owner and process manager are identified. They engage with the service owners to determine the scope of the service catalog and the build application. ID Tasks Procedure SC 1.6 Identify Approvers When required, identify the users responsible for authorizing catalog item requests. SC 1.7 Identify Fulfillment Groups Fulfillment groups perform the tasks related to fulfilling an order. This can include approving an order (depending on content, price, or other factors) or any direct action required to complete the order (such as loading software, installing hardware, or other actions). Any existing group in ServiceNow (User Administration > Groups) can be assigned fulfillment tasks. SC 1.8 Define Execution Tasks With involvement from the various service fulfillment support groups, define the tasks required to deliver each service catalog item, so that automated fulfillment models (workflows) can be created to efficiently manage the assignment and sequencing of those tasks. SC 1.9 Publish Service Catalog The service catalog is made operational and accessible to the appropriate user communities.

Publish/Maintain Service Catalog
This activity accounts for the running of the 'everyday' pieces of the process. This activity is triggered by a Request for Change (RFC) that introduces, changes, or retires a service (or services). ID Tasks Procedure Primary Role Input Output SC 2.1 Receive RFC Receive and review the authorized RFC to determine any impact to the service catalog and the required actions to take. Service Catalog Manager Authorized RFC for the addition of new catalog item(s) to the service catalog Or Authorized RFC for the modification of existing catalog item(s) Authorized RFC for catalog item(s) to be retired from the service catalog New catalog item(s) to be defined Existing catalog item(s) to be modified Existing catalog item(s) to be retired SC 2.2 Create New Catalog item(s) If new catalog item(s) requested, follow the catalog item(s) specifications as documented in the RFC. Ensure that all information for the new catalog item(s) is gathered to comply with catalog policies. New catalog item(s) defined and ready for validation SC 2.3 Modify Existing Catalog item(s) If existing catalog item(s) needs to be modified, follow the new catalog item(s) specifications as described in the RFC and adjust the catalog item(s) catalog entry accordingly. Modified existing catalog item(s) ready for validation

This activity accounts for the running of the 'everyday' pieces of the process. This activity is triggered by a Request for Change (RFC) that introduces, changes, or retires a service (or services). ID Tasks Procedure Primary Role Input Output SC 2.4 Present New or Modified Catalog item(s) for Validation When completed, present the new or modified catalog item(s) to the service owner for validation. Service Catalog Manager New catalog item(s) defined and ready for validation Or Modified existing catalog item(s) ready for validation New or modified catalog item(s) submitted for validation SC 2.5 Validate New or Modified Catalog item(s) Validate the new or modified catalog item(s) to ensure conformity. If discrepancies are identified, inform the Service Catalog Manager of the necessary corrections. Service Owner New or modified catalog item(s) adjusted Accepted new or modified catalog item(s) New or modified catalog item(s) to be corrected SC 2.6 Make Necessary Adjustments Adjust the catalog item(s) as requested.

This activity accounts for the running of the 'everyday' pieces of the process. This activity is triggered by a Request for Change (RFC) that introduces, changes, or retires a service (or services). ID Tasks Procedure Primary Role Input Output SC 2.7 Publish New or Modified Catalog item(s) Publish the new or modified catalog item(s) into the live environment. Service Catalog Manager Accepted new or modified catalog item(s) New or modified catalog item(s) published in the service catalog SC 2.8 Retire Existing Catalog item(s) Select the catalog item(s) to be retired and change operational status to: ‘Non-operational’. Existing catalog item(s) to be retired Retired catalog item(s) SC 2.9 Update RFC Mark the assigned RFC task as completed. Or Retired catalog item(s) removed from the service catalog Updated RFC returned to change management for closure

Continual Service Improvement
The service catalog should be routinely reviewed with business customers and service providers, corrective action plans are created, if required, and changing business needs are reviewed. ID Tasks Description SC 3.1 Periodic Service Catalog Process Reviews and Service Improvement Plans On a frequent basis, review feedback and input from the customer surveys to identify opportunities to improve the service catalog structure and content. Evaluate the service catalog management process to ensure that service catalog maintenance is as timely and efficient as possible. Review all catalog item pages to ensure that the content is complete and accurate. This review should be conducted at least once a year. Develop and implement improvement plans that address the specific service catalog weaknesses or gaps identified during the reviews.

Process Review Request Fulfillment
Lets review the process framework. Don’t hesitate to ask questions.

Request Fulfillment Management
Description A service request is the mechanism by which a user formally requests one of the many standard services or catalog items that the IT organization provides. These requests are typically, but not limited to, services or items that are low risk, frequently performed, and low cost, or they may be requests for information. The request fulfillment process manages the life cycle of all service requests from the users, even if those services do not currently exist. When a user orders a catalog item, ServiceNow creates a request and attaches the catalog item attached to it. The processing of this request (request fulfillment) is driven by a fulfillment process that must be defined. This process lets administrators automate requesting approvals, assigning requests, and fulfilling requests, using tools similar to those used elsewhere in task administration or workflow. To define the fulfillment process, administrators need to: Set up fulfillment groups to perform the work. Define the fulfillment processes those groups use to perform the work. Goals The goal of the request fulfillment process is to manage all of the activities and tasks required to receive and fulfill service requests in accordance with associated SLAs so that customer satisfaction is achieved. An approval rule defines which user or group can authorize an order. Different rules can be created based on any predefined criteria such as cost, location, or organization structure. For example, a cost-based approval rule may require a second level manager to approve orders exceeding $2,500 whereas orders totaling less than this amount may be approved by a first level manager. Objectives The objectives of the incident management process are to: • Ensure that standard methods and procedures are used for efficient and prompt incident response, analysis, documentation, ongoing management, and reporting. • Increase visibility and communication of incidents to business and support staff. • Enhance business perception of IT through use of a professional approach in quickly resolving and communicating incidents when they occur. • Align incident management activities and priorities with those of the business. • Maintain user satisfaction with the quality of IT services.

Request Fulfillment Inputs/Outputs
Related Process Inputs to Request Fulfillment Outputs from Request Fulfillment Incident Management Change Management Asset & Configuration Management Service Level Management Many service requests may come in via the service desk and may be initially handled through the incident management process before being identified as a service request. (The ServiceNow New Call Wizard plugin can be used to capture call information before making a decision about whether the call is an incident or service request.) Information about attributes of assets and configuration items may be used in various service catalog items that initiate service requests. SLM defines the fulfillment targets for the various types of service requests. Likewise, incidents that are erroneously initiated as service requests must be rerouted to the service desk for appropriate incident handling. Standard changes and other types of requests for change (RFCs) may be needed to complete fulfillment actions for certain types of service requests. Updates to certain asset and configuration item attributes (for example, software license counts) may be triggered from a service request. Service requests provide historical data that enables SLM to review service level agreements (SLAs) objectively and regularly.

Request Fulfillment Roles
Description Process Owner Request Fulfillment Manager Service Owner A Senior Manager with the ability and authority to ensure the process is rolled out and used by the entire IT organization. Responsible for: • Defining the overall mission of the process. • Establishing and communicating the process mission, goals, and objectives to all stakeholders. • Resolving any cross-functional (departmental) issues, including resource availability. • Ensuring consistent execution of the process across the organization. • Reporting on the effectiveness of the process to senior management. • Initiating any process improvement initiatives. The day-to-day contact for all service request issues. Often the service desk manager fulfills this role. • Ensuring request fulfillment activities operate in line with service level targets. • Handling staff, customer, and management concerns, requests, issues, and inquiries. • Coordinating interfaces between request fulfillment and other service management processes. • Assisting with activities to identify staffing resource levels needed to handle demand for request fulfillment activities. • Reviewing and analyzing request fulfillment metrics and trends to proactively seek improvements. Each service must have a designated owner. The service owner is accountable for the delivery of a specific IT service and is responsible to the customer for the initiation, transition, and ongoing maintenance and support of that service. It is possible that a single person may fulfill the service owner role for more than one service. This role is the sponsor of the specific service request fulfillment model, regardless of the number of actual groups involved in fulfilling a request, and is ultimately responsible for ensuring that it is capable of being completed within the expected timeframe and/or cost allocated to it. The service owner usually does not get involved in the fulfillment of individual service requests.

Request Fulfillment Roles
Description Service Desk Requester Recipient Approver Request Fulfillment Team The service desk is responsible for ensuring that all service requests are fulfilled in accordance with fulfillment targets and engages in monitoring, escalating, dispatching, and fulfillment activities, as appropriate. The service desk may also be responsible for creating requests when contacted directly by users who do not use the service catalog or ESS portal to submit service requests. The person making the request. Requesters may be anyone in the organization to the extent allowed by the applicable SLA and are responsible for providing request information. Requesters may submit service requests on behalf of others (Recipients) to the extent allowed by the applicable SLA. The person or group for whom the service is intended. The recipient is responsible for participating in the implementation and verification tasks, as necessary. Various IT and business managers or designates responsible for reviewing request details and granting approval or rejecting the request. The actual number and type of approvals required depends on the type of request. The individual or group assigned to execute a specific task to fulfill the service request. Request fulfillers are responsible for ensuring that their task is completed either by performing it themselves or by delegating appropriately. In either case, the request fulfiller is responsible for the task and must update its status.

Request Fulfillment Management
Initiation Review Assign Track Close User initiates request Request Fulfillment Manager initiates request Service Desk Opens Request on Behalf of User User defines proposed delivery timelines User provides feedback & updates Request Fulfillment Team categorizes the Request to determine execution path & priority Request Fulfillment Team reviews impact to existing Work & Projects Request Fulfillment Team engages Project and Change Management Request Fulfillment Team approves Request Request is assigned to the appropriate team Request tasks are generated and assigned to appropriate resources Vendor tasks are generated and assigned to appropriate Vendors Internal system assignment or integration Service Level Agreements are tracked Notifications are sent to all parties involved Escalations are managed Validate all work is complete Review, analyze and process financials

Request Initiation Initiation Review Assign Track Close
User initiates request Request Fulfillment Manager initiates request Service Desk Opens Request on Behalf of User User defines proposed delivery timelines User provides feedback & updates Request Fulfillment Team categorizes the Request to determine execution path & priority Request Fulfillment Team reviews impact to existing Work & Projects Request Fulfillment Team engages Project and Change Management Request Fulfillment Team approves Request Request is assigned to the appropriate team Request tasks are generated and assigned to appropriate resources Vendor tasks are generated and assigned to appropriate Vendors Internal system assignment or integration Service Level Agreements are tracked Notifications are sent to all parties involved Escalations are managed Validate all work is complete Review, analyze and process financials

Request Initiation ID Tasks Procedure Primary Role Input Output FR 1.1
Request Fulfillment Request Service Catalog Submit a new Request Fulfillment request by completing the form in the service catalog. Add appropriate supporting documents as attachments to the request form. Self Service User Request form in service catalog New Request Fulfillment record in Draft State. FR1.2 Service Desk Submit a new Request Fulfillment request by completing the form in the floor plan section of Self Service. Add appropriate supporting documents as attachments to the request form. Service desk FR1.3 Request Fulfillment Request Form Request Fulfillment Staff will submit a new Request Fulfillment request by completing the form in the Request Fulfillment Application. They can add appropriate supporting documents as attachments to the request form, and assign the Request if they are ready. Request Fulfillment Managers FR1.4 Automated Request Creation System creates a Request Fulfillment request and sends third party system. System Generated Automated Request Fulfillment request

Request Review Initiation Review Assign Track Close

Request Review ID Tasks Procedure Primary Role Input Output FR2.1
Request Fulfillment Request Review Standard Request A member of the Request Fulfillment Team will review the Request. If it follows a standard simple repeatable workflow the Request Fulfillment Manager can mark the Request as Ready for Work. The Request Fulfillment Team has the ability to apply a template if the execution of the Request is predefined. Request Fulfillment Team Request Fulfillment Team Review Request is ready to be assigned to Request Fulfillment Staff or a Vendor FR 2.2 Comprehensive Request A member of the Request Fulfillment Team will review the Request. If the request requires input from multiple teams or resources, Request Fulfillment Request Tasks can be generated to support the various streams of work. The Request Fulfillment Team has the ability to apply a template if the execution of the Request is predefined. Request tasks are ready to be assigned to Request Fulfillment Staff or a Vendor FR2.3 Request Fulfillment Request Review Rejected, Re-Routed or Deferred A member of the Request Fulfillment Team will review the Request. If the Request does not reside with the Request Fulfillment Team they can reject, re-route or defer the Request Notification to Requestor Request Record State Updated FR2.4 Initiate a project or a program A member of the Request Fulfillment Team will review the Request. If the Request is too large for the Request Fulfillment Team they can bring it to the attention of the Project or Change Management teams FR2.5 Group like requests A member of the Request Fulfillment Team will review the Request. If the Request is a duplicate or similar to other Requests, the Request Fulfillment Team can link the Request to other Requests Parent Child Records

Request Assign Initiation Review Assign Track Close

Request Assign ID Tasks Procedure Primary Role Input Output FR3.1
Assign Request Fulfillment Request The Request Fulfillment team will assign the Request to a member of the Request Fulfillment Team, and Start Work. Request Fulfillment Team Request Fulfillment Team Review Request marked Work in Progress FR3.2 Assign Request Fulfillment Tasks The Request Fulfillment team will assign the Request tasks to a member of the Request Fulfillment Team, and Start Work. FR3.3 Assign Request Fulfillment Vendor Tasks Assign Vendor Tasks The Request Fulfillment team will assign the Vendor Tasks to a Vendor and Start Work. FR3.4 Assign System to System Tasks System will assign work to system. Status updates will flow between systems, Request will be marked Work in Progress. System System Input

Request Fulfillment Request Track

Request Fulfillment Request Track
ID Tasks Procedure Primary Role Input Output FR4.1 Service Level Tracking Request Fulfillment Request Service Level Agreements Request Fulfillment Request SLA starts when Request submitted. SLA paused when Record marked Suspend. SLA resumes when Record marked Resume. Request Fulfillment Team Task SLA’s Request Fulfillment Request ready for Closure FR4.2 Request Fulfillment Request Escalation Request Fulfillment Task Service Level Agreements Request Fulfillment Task SLA starts when Request submitted. SLA for tasks cannot be paused. Task SLA;s Request Fulfillment Tasks ready for Closure FR4.3 Request Fulfillment Request SLA starts when Request submitted. SLA paused when Record marked Suspend. SLA resumes when Record marked Resume. Request escalated when SLA is breached Notification to Request Fulfillment Team

Request Fulfillment Request Close

Request Fulfillment Request Close
ID Tasks Procedure Primary Role Input Output FM 5.1 Validate Completion Request Fulfillment Request Completion When the Request Fulfillment Request has been completed the Request Fulfillment Team will validate that all work has been completed. Request Fulfillment Team Completed Work Notifications to Requestor FM 5.2 Request Fulfillment Request Closure When the Request Fulfillment Tasks have been completed the Request Fulfillment Team will validate that all work has been completed. Completed Tasks Notification to Requestor FM 5.3 Financials Completed PO’s Executed When the Request Fulfillment Request has been Closed, the system will calculate any financials, work orders, expense lines against budge, customer survey. Updated Financials

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