1. Transparency & Transformation through ServiceNow ITBM
Northeastern University
Brighid Whalen

2. Speaker Introduction Name: Brighid Whalen
Title: Assistant Director, Project & Service Mgmt
Function: Information Technology Services
University: Northeastern University

3. Agenda Introduction Background & Challenges Solution Outcomes
Lessons Learned & Next Steps

4. 1 2 3 What You Will Learn OUR CHALLENGES
NORTHEASTERN’S ITBM IMPLEMENTATION
CRITICAL SUCCESS FACTORS & LESSONS LEARNED

5. - Peter Drucker, Management thinker, author, and consultant
You can’t manage what
you can’t measure.
- Peter Drucker, Management thinker, author, and consultant

6. Background

7. Consistently rated a top-50 private university
Enrollment: 37,879
Located in Boston, MA
Global Reach
Seven regional campuses in U.S. & abroad
32% International Students
Primary Competencies: Engineering & Research
Ranked #1 in Co-Operative education
One of the most selective universities in the U.S.
*Source: U.S. News, 2018

8. Our Challenge
IT demand and resourcing was not well-managed, leading to unhappy customers, slow turnaround times, and overworked staff.
No clear picture of internal and external costs for specific projects and maintenance work.
Federated nature of IT in higher ed allows different units to shop around for IT needs.
Varied levels of understanding of PPM, Resource Management and overall governance process among stakeholders.
Old, entrenched cultural ideas about the role of the Project Management Office and IT governance.

9. The Solution

10. Project Portfolio Suite
Solution at a Glance
Implemented ServiceNow’s ITBM solutions to help provide visibility into demand for IT resources, prioritize IT work, and to more accurately account for IT expenditures.
ITBM Suite
Demand
Management
Resource
Management
Project
Portfolio
Test
Management
Agile
Development
Cost Transparency
Financial
Planning
Project Portfolio Suite
(PPS)
Financial Management
(FM)

11. ITBM Timeline Demand Management PPM & Resource Management Jakarta
Year Year Year 3
Demand Management
PPM & Resource
Management
Jakarta
PPM Reporting, Enhancements, & Adoption
London
Agile, Test Eval

12. Phase 1 – Get a Handle on Strategic Demand
Leveraged Demand Management module in ServiceNow for strategic project intake, approvals, assessment and reporting.
2 parts – Project Initiation and Proposed Solution
Demand Created
VP Approval
Assessment
Resourcing
Scoping
Project Initiation
Proposed Solution

13. Phase 1 – Get a Handle on Strategic Demand
Developed Project Intake Dashboard for Leadership

14. Phase 2 – Understand Resourcing & Projects
Implemented ServiceNow’s Project & Porfolio Management Module with Rego Consulting
Portfolios aligned with the business/academic units of the University
5 classifications of Projects
ITEC (strategic projects)
Large Support Projects
Small Investment Projects (aka “SIPs”)
Keep the Lights On (maintenance)
Operations (department meetings, training, etc)

15. Phase 2 – Understand Resourcing & Projects
Implemented ServiceNow’s Resource Management & Time Management Modules
Created resource plans and time cards against Demands and Projects (both strategic and maintenance)
Nightly feed from HR time tracking to pull approved time off into Resource Management in order to show accurate capacity of resources.
Automatic communications to help with compliance

16. Phase 2 – Understand Resourcing & Projects
Small customizations to projects to support cost rollup from resource plans and timecards to cost plans and expense lines

17. Phase 3 – Reporting & Enhancements to Drive Adoption
Custom Global Reporting (with Rego Consulting)
Resource Management Report
Total Resources on a Project
Over/Under Report

18. Phase 3 – Reporting & Enhancements to Drive Adoption
ServiceNow Reporting
Multi Pivots
Single Scores
Dashboards
Manager Dashboard
Employee Dashboard
Project Manager Dashboard
Program Manager Dashboard
Vendor Dashboard

19. Manager Dashboard

20. Project Manager Dashboard

21. Program Manager Dashboard

22. Phase 3 – Reporting & Enhancements to Drive Adoption
Skills and Roles
Total Cost of Project
Adoption
1 on 1 meetings with Resource Managers
Data Accuracy
Time Sheet Portal Enhancments
Personalized Dashboards

24. Outcomes

25. Week to week, no forecast
Progress Over Time
1 MONTH
6 MONTHS
9 MONTHS
Project Intake
4 weeks
2 weeks
1.5 weeks
Week to week, no forecast
Monthly,
out 3 months +
Monthly,
out 6 months +
Resourcing
Timesheets
75%
90%
95%

26. Before sources Deman Resources CHG and PRJ Dem PR CH Demand Customer
Incomplete
Before
Dem
Deman
PRJ
CHG CH PR
Resources
and
sources
Demand
I’ve got an idea!
Incomplete Work
Unhappy Customers
Customer
ITS Work
Stressed IT Staff

27. After Managed IT Work I’ve got an idea! Resources Customer Complete
Ideas
Demands
I’ve got an idea!
Projects
Changes
Completed Work
COMMUNICATION
Satisfied Customers
Resources
Customer
Happy IT Staff

28. Before After Manual Electronic Time-Consuming Quick Reporting
Not Transparent
Unmeasurable
Low Accountability
Monthly
Electronic
Quick Reporting
Greater Transparency
Measurable
Accountability
At least Weekly
Source Information Here

29. Lessons Learned & Next Steps

30. Lessons Learned
Do not underestimate the organizational change management aspect of implementing ITBM.
Executive sponsorship and buy-in are critical.
Reporting was not yet at the level needed.
Crawl, walk, run. Improve over time.

31. Our Next Steps Maturing our PPM/RM processes.
Expanding Demand to non-strategic project work.
Ongoing Agile & Test Management evaluation.
Reporting Enhancements.

32. Questions?