1. ServiceNow Implementation Project Campus Stakeholders and UIT Change Champions Meeting October 5, 2017

2. AGENDA Welcome, Agenda Overview Recent Project Activities
On-boarding Non-IT Partners
Production Support
Key Reminders
Questions and Discussion
Thank You!
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3. SERVICENOW PROJECT UPDATE
ServiceNow Overall Timeline
2016
2017
2018
2019
Jan-Apr
May-Aug
Sep-Dec
Jan-Apr
May-Aug
Sep-Dec
Jan-Apr
May-Aug
Sep-Dec
Jan-Apr
REQUIREMENTS
BUILD
TEST
PHASE 2
IT CAMPUS PARTNERS
GO LIVE
Phase 2C Fall (OCT)
PHASE 2D
FINANCE AND PAYROLL DOMAIN
REQT’S / DESIGN
BUILD
TEST
GO LIVE
(JAN)
PHASE 2D
UNIVERSITY HR DOMAIN
REQT’S / DESIGN
BUILD
TEST
GO LIVE
(MAR)
REQUIREMENTS / DESIGN
PHASE 3
UIT BILLABLES
. . .
GO LIVE 2018 (tentative)
ADVANCED REPORTING ACCELELRATOR BUILD
GO LIVE
(NOV)
REQUIREMENTS
BUILD
PRODUCTION SUPPORT
RELEASE CADENCE – once every two weeks, with interim update sets to PRD
2016
2016
2018
2019

4. Coordinate registration for classroom training with your local contact
SERVICENOW | RECENT PROJECT ACTIVITIES
Online Training via STARS
For Incident and Request
SNOW-3000-WEB
Classroom Training for Release 2C
October 9:30 – 12:00 (Redwood G19)
October 2:00 – 4:30 (Redwood G19)
Coordinate registration for classroom training with your local contact
Phase 2C | OCT 2017 RELEASE DETAILS
Phase 2C | TRAINING INFORMATION
Campus IT Groups
VPSA – IT
DoR – IT
R & DE – IT
University Communications
Release Dates
Cutover begins October 27
Support begins October 30
Command Center
Staffed Monday, Oct 30 and Tues, Oct 31
Kathy
 Redwood Hall, Room G19:
October 16, 9:30am-12:00pm
October 19, 2:00pm-4:30pm
Sign-up sheet: :
Other important reminders include:
·         Bring their laptop to class – this will be a hands-on experience.
·         Add the class date, time, and location to their calendars – we won’t be sending an Outlook invitation.
·         Complete the online course in STARS – it will prepare them for the classroom training.
SNOW-3000-WEB
We discussed a truncated command center of 2 days since this release is so limited.  That would be Oct 30 and 31.  Do you want a physical space or would a Zoom room work?

5. SERVICENOW | RECENT PROJECT ACTIVITIES
Release Dates
Cutover begins Saturday, January 27
Support begins Monday, January 29
Training Related Information
Targeted to begin mid-January
Dates will be verified and communicated by end of October
Phase 2D | JAN 2018 RELEASE DETAILS
Phase 2D| KEY DATES
Campus Groups
FMS: Finance and Payroll
Recent Accomplishments
Completed all non-IT campus partner workshops
Completed Sprint Demo (foundational functionality) September 29
Completed ~30% of development
Kathy

6. SERVICENOW | INTRODUCING A NEW DOMAIN STRATEGY

7. SERVICENOW | PRODUCTION SUPPORT

8. SERVICENOW | PRODUCTION SUPPORT
RELEASE PROCESS
RELEASE NOTES
FULFILLER NEWSLETTER
Releases occur every 2 weeks
Changes are made on Tuesdays and Thursdays between 5:00 – 7:00 pm (SNOW maintenance windows)
Bug? Defect?  Report through Incident
Enhancement?  Use ServiceNow General Request Form
Provides details of system changes
Tracking of individual requests or incidents prior to release are on the dashboard
Production Release Notes
/0BwNMbNLZlc0Nc1RMU1c3QkZJUFE
COMING SOON!
Audience = sent bi-weekly to all fulfillers
Planned content includes:
Links to release notes
Tips and FAQs
Process Tips and Reminders
Major announcements, onboarding of new groups, new features, etc.
Kathy

9. https://uit.stanford.edu/service-management/servicenow

10. SERVICENOW | KEY REMINDERS

11. SERVICENOW PROJECT | REMINDERS
LEARN ABOUT PRODUCTION CHANGES
Visit Production Support section of project website
Look for Fulfiller Newsletter – initial edition expected before winter close
ONLINE TRAINING RESOURCES
Online Training for Incident and Request available via STARS
Coming soon: Online courses for Change Management and Knowledgebase
SNOW-3000-WEB
Scripts being finalized
Verifying training administration (STARS offering, course description, etc)
Have new staff? Need a refresher?
UIT refresher for fulfiller training needs
Does not include change, problem

12. SERVICENOW PROJECT | REMINDERS
KNOWLEDGE WORKSHOP
Monday, November 1:30 – 4:30 in Redwood G19
Focus: Writing Compelling Knowledgebase Articles with End Users in Mind
Register via STARS
More info:
INTRODUCTARY REPORTING WORKSHOP
Tuesday, November 1:30 – 3:00 in Redwood G19
Replicates information originally presented in April 2017
Video recording of April 2017 workshop available:
Scripts being finalized
Verifying training administration (STARS offering, course description, etc)
Have new staff? Need a refresher?
UIT refresher for fulfiller training needs
Does not include change, problem

13. SERVICENOW | OPEN DISCUSSION AND QUESTIONS
For more information about the project: