1.
Presenters: Parrish Nnambi, Chris Ranglas, Carman Cedola
and Arnold De La Fuente

2. Agenda
Background
Phase 1 Plan
Next steps
ALCOR

3. Background Purpose Process Update Purpose
Tool to meet the goals of our new organization
Utilizing ITIL best practices
Which includes standardization
Process
- Past year – Current state of our end user support services. Ticket counts, tools used, SLA/OLA, Phase 1/2/beyond Help Desk/Service Desk
- ITSM Tool Requirements – Incident/Request/Change/Release and deploy/Project/Asset/event management
- ITSM Demo scripts and met with various venders
ITSM Selection/Purchase
Met with SN costing/ implementation
Realized that the we may need a different approach on the implementation
We enlisted the service of Carman Cedola – ITSM Advisor
Build requirements for Implemtation partner
And met with various partners based on our Phase 1 Plan

4. Phase 1 Plan Goals Success factors
Turn on ServiceNow for ITS (limited set of Modules)
Requests Module
Incidents Module
Customer Portal
Single ITS Phone Number, Address, and Customer Portal for most inbound ITS requests/incidents
Ability to capture Customer Satisfaction metrics
Service Desk System Administrators will be able to provide simple to moderate administration of ServiceNow
Success factors
ITS staff will know how to use ServiceNow to process incidents/request internally
ITS customers will know how to use ServiceNow to report problems and ask questions

5. Next Steps Communication Re-engagement Making the Magic happen
Service Owners
Making the Magic happen
Communication
FAQ/ITS and Manager Newsletters/Future manager meetings/campus notice
Engagement
Reconnect
Business Owners
Patience and Understanding
Meetings
Prototype
UAT – User Acceptance Testing
Making the Magic Happen
listened to what we had to say and came back with answers and a plan
Arnold De Le Fonte will tell you more about ALCOR

6. About Alcor
Founded in 2008, Alcor is a California corporation with its global headquarters in Anaheim and offices in Dublin, CA; Boston, MA and in New Delhi, India.
Alcor consulting focuses on leveraging technology, process re-engineering and providing outsourced managed services to help corporate IT drive down costs of operations.
Current engagements cut across leading enterprise clients within US, Canada & India.
Strength of over 250 vibrant personnel at multiple levels (Consultants, Project Managers, Technical Architects, Software Engineers).
Alcor partners with several technology organizations such as ServiceNow, Microsoft, WorkDay, Oracle to deliver cost effective implementations through onshore or offshore models.
Strategic IT Services: IT Strategy Planning, Portfolio Cost Analysis, Portals, Cloud & Mobile Strategy
Enterprise Collaboration: ITSM, Portal & Web Development, Data Analytics, Office 365 & SharePoint Implementation
Enterprise Mobility: Mobility Strategy, Mobile Applications,

7. Roles and Responsibilities – UCSD
Member(s)
Executive Sponsors
Provide leadership and approvals on the process
Ensure there is process and tool compliance
Work closely with the Process Council, Governance Board, and Process Owners
Ensure resources are available and positive contributors to the ITSM Program
Brian DeMeulle
Parrish Nnambi
Program/Project Manager
UCSD will provide a project manager for the project. UCSD project manager will meet regularly with the Alcor engagement manager to review progress and resolve issues.
Chris Ranglas
Technical Resource Lead
UCSD will supply required technical resources to integrate with the SN Cloud environment and Informatica systems. * *

8. Roles and Responsibilities – UCSD
Member(s)
ServiceNow Admins
ServiceNow administrators to provide generic administrative functions in the tool.
Sean Jones
Isaac Serrano
Process Owner(s)
UCSD will provide subject matter experts who will be responsible for the correct and complete definition of each of the processes within the scope of this proposal.
Lynn Underwood
Jeno Bonetti
Parrish Nnambi

9. Project scope Phase one Planning Core Configuration
Roadmap Development Assistance
Incident Management
Service Catalog & Request Management
Knowledge Management
Survey Management
Employee Self Service/Content Management System
Training

10. High Level Timeframe Discovery/Requirements (April – May)
Prototype/Review
(June)
Test/Train
(July)
(The Magic Happens) (August)
GO LIVE

11. Proposed Development Cycle
Incident Management
BRD 1 Review
BRD Complete
Dev
Prototype 1 Review
Prototype Complete
UAT
Signoff * *

12. ServiceNow

13. Questions? *