1. Leading teams in ServiceNow
December 1, 2017
Cindy

2. On Leadership

3. No bad teams, only bad leaders
No one wants to be part of a failing team
Trust that your team wants to do their very best
Get the team focused on the mission and working together
Photo credit: Seaman Kyle Gahlau, Navy Visual News Service

4. Two Leadership Styles Laissez-Faire “Let it go”
“I trust that my team is doing good work”
Leads from the inbox
Take Ownership
“Let’s go!”
“I know that my team is doing good work”
Leads from the frontline

5. Tip #1: You can’t lead your team from your inbox

6. Tip #2: Prioritize and Execute

7. The default lists are just that - the default.
Do you want to be the default, or do you want to be exceptional?

8. Other ways to prioritize your work
By Business Service or Configuration Item
By Priority
By Last Updated Date
By Incident State
By Assignee
By Category

9. Categories of work in ServiceNow
Incident:
An unplanned interruption to an IT Service or reduction in the quality of an IT service.
Inquiry/Help:
An request for information or assistance with an IT Service
Service Request:
A request from a user for something to be provided, which are often standard changes - pre-approved, repeatable, pre-defined, low risk changes to IT systems.
Change:
The addition, modification or removal of anything that could have an effect on IT services

10. Tip #3: Teamwork

11. Lead your team in how they should work through tickets
How should your team approach their ticket queue?
First in, first out?
Review and assign all new tickets before responding to In Progress tickets?
Update each ticket once a day?
Free for all?

12. Tip #4: Visualize the work

13. Visual task boards

14. Tip #5: Situational awareness
Show how to generate reports. Start with modifying an existing report
Samples:
Assignee pie chart (who needs help?)
Resolved by assignee (who's resolving the most?)
Incidents created by CI (what application are causing the most problems?)

15. Use Reports to understand what’s going on
Show how to generate reports. Start with modifying an existing report
Samples:
Assignee pie chart (who needs help?)
Resolved by assignee (who's resolving the most?)
Incidents created by CI (what application are causing the most problems?)

16. Tip #6: Performance analytics
HITS KPIs
We haven't set targets around these, but everyone should get in there and look about how we are doing as an organization
Predicted backlog
Demand and capacity

17. Tip #7: Standups!
Now that you know all this cool stuff about ServiceNow, let's talk about putting this all together
Just like the seal in the boat, it's time for you to take charge

18. Putting it all together
Now that you know all this cool stuff about ServiceNow, let's talk about putting this all together
Just like the seal in the boat, it's time for you to take charge

19. Putting it all together
Get out of the inbox and into the tool!
Set clear expectations on how your team works through their queue
Use lists and visual tasks boards to manage the work
Review your performance using reports and Performance Analytics
Lead your team in daily standups to focus on the mission and working together
Out of the inbox and into the tool

20. Erik Zempel Performance and Improvement Management HITS
Questions?
Comments?
Thank you!
Erik Zempel
Performance and Improvement Management
HITS