Stanford! University*IT*
Service Management InitiativeServiceNow Project Updatefor Campus Stakeholders
Stakeholder Meeting #1October 2 2015
Stanford! University*IT*
Service Management Initiative Current State
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* ServiceNow ( ) able to provide business process support for other Stanford Service providers like HR, FMS, LBRE, RDE
Multiple systems
5,000+ categorie
s
500+ support queues
Services tech-based not need-
based
Incident not different from
request
Stanford Medicine,
SLAC moving to
*Majority of IVY+ on
*
50+ knowledge
bases
Reliance on phone support
Process vocabulary different
across UIT
Help Desk volume up 350%in 3 years
Customer experienceinconsistent
Minimal data
analytics
Stanford! University*IT*
“Tools and utilities that help with the User
experience (not specific, but we must obsess on the user experience)”
“Ability to transfer tickets across schools (not create
duplicates), and for the originator or interested
parties to continue to follow the ticket's progress .”
“Categories that make it easy for the
user to choose.”
“Seamless handoffs between departments to help with the
‘One IT’ view of the customers. Must also be able to pass the
ticket back.”
“Change control over the implementation to stay as out of the box
as possible.”
And the Improvement Team said…
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Stanford! University*IT*Page 4
Improved, consistent user experience
One user interface to support University-wide service management processes
Seamless exchanges with schools, departments, and Stanford Medicine
Simplified workflows
More insight into the processes at macro- and micro-levels
Service Management Initiative Goals
Stanford! University*IT*
Single Architecture Shared Resources Single Data Model Custom App Dev
SERVICE AUTOMATION PLATFORM
Field Svc HR
SERVICE MANAGEMENT
AssetChangeCatalogCMDBIncidentProblemRelease Pass Reset Facilities
BUSINESS MANAGEMENT
AnalyticsGovernance
Cost ProjectVendor DemandResource
Service Providers Departments
APPLICATION DEVELOPMENT
‘Citizen’Creators
ProfessionalCreators
SDLC App Creator
OPERATIONS MANAGEMENT
Cloud MgmtOrchestrationDiscovery Config Auto Service CreatorEventSvc Map
ServiceNow
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Stanford! University*IT*
ServiceExperience
ServiceAnalytics
ServiceDelivery
ServiceAssurance
ServiceTaxonomyREQUESTER PROVIDER
Internal Providers
LegalFinanceHuman
Resources
InformationTechnologyCustomer
SupportMarketing Facilities
Service Management for the Enterprise
ServiceNow
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Stanford! University*IT*Page 7
May – Aug Sep – Dec Jan – Apr May – Aug Sep – Dec Jan – Apr
2015 2016 2017
May – Aug
High Level Service Management Roadmap
Preliminary
Incident Management: Alpha Release
Incident, Problem, Change, Knowledge
Management, and Non-Billable
Request
Service Catalog (Billable Request)
Process Design
SHC Go-Live
Sunset Remedy
Process Design UIT Go-Live
Campus Partners
UIT Go-Live
Sunset PMG
Oracle POC
OracleUpgrade
Campus Partners
UIT Go-Live
Stanford! University*IT*
Service Management Process Implementation
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PROCESS OWNERS:Incident – Jon RussellRequest – Kathy Pappas-KassarasChange – Larry DillardKnowledge – Jan CiceroProblem – Matthew RicksConfiguration (CMDB) – Tim Boswell
ALIGN
BASELINE
DEFINE
IDENTIFY CONFIGURE
w n
DOCUMENT TEST
w n
LAUNCH
w n
Stanford! University*IT*
Incidents are reported failures or degradation of your services.
Incident Management exists to get the operation of a service back to “normal” as quickly as possible in order to minimize any adverse affects on the supported academic, business, and research processes.
Incident ManagementDefinition
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Process Goal: Restore service as quickly as possible
Stanford! University*IT*
Incident ManagementRoles
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Incident Process Owner
Incident Process Manager
Incident Coordinator
Incident Support
Service Desk
Agent
Service Desk
Manager
Problem Process
Manager
Major Incident
Owner
USER
Stanford! University*IT*
Incident ManagementConcept of a Call Record
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zIncident
zcall zRequest
zQuestion
Stanford! University*IT*
Incident ManagementPrioritization – Five Questions
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How many users are affected?¤ 1-5¤ 6-100 ¤ Building/Dep
artment/Location
¤ All Service Subscribers
Question 1 Does the client consider this a work stoppage?¤ No¤ Degradation¤ Yes
Question 2 Is a VIP affected or likely affected?¤ No¤ Yes
Question 3Can the Service Desk agent recreate the issue?¤ No¤ Yes
Question 4Does this directly affect teaching, research, or SHC/SCH operations?¤ No¤ Degradation¤ Yes
Question 5
Stanford! University*IT*
Incident ManagementPrioritization Matrix
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Min Score Max Score
Priority 1 * 13 16
Priority 2 10 12
Priority 3 8 9
Priority 4 5 7
Priority 5 4
* If answer to Question 1 is “total service outage,” then the incident is automatically P1
Stanford! University*IT*
Incident ManagementHigh-Level Process Diagram
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Detect and RecordCreate recordCapture all for the relevant informationDetermine categorizationSend Service Requests to Request Fulfillment process
Initial Support
Associate with a relevant Service Level Agreement (SLA)Determine proximity impact and urgencyInvoke major Incident procedure for Priority 1 IncidentsPerform Incident matching and handling of duplicate incidentsCommunicate to stakeholders
Resolve and Recover
Locate existing workaround or develop oneHandle escalations to other support groupsRelate to an existing, or create a new Problem record to identify root cause and fix
Investigate and Diagnose
Implement the fix or workaround (a CR may be required)Apply recovery actions as needed
Close IncidentVerify resolution with affected user(s)Record the resolution detailsClose record using appropriate closure and cause codes
Change Management
Process
Request Fulfillment
Process
Problem Management
Process
Problem Database
Knowledge Database
Stanford! University*IT*
nService Management Initiative
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navvia.stanford.edu
Stanford! University*IT*Discussion and Questions
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Stanford! University*IT*
Service Management InitiativeServiceNow Project Communication
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Verifying Campus Stakeholders
Meet Individually with Units during next month
Formalizing University IT Change Champions
Incident Management Roadshows will be presented to stakeholders beginning in October
Service Catalog Review with Service Owners and Managers
Additional communication planning, including launch of web site
Next Campus Stakeholder session will occur on October 20
OctoberS M T W T F S
1 2 34 5 6 7 8 9 1011 12 13 14 15 16 1718 19 20 21 22 23 2425 26 27 28 29 30 31
NovemberS M T W T F S1 2 3 4 5 6 78 9 10 11 12 13 1415 16 17 18 19 20 2122 23 24 25 26 27 2829 30
Stanford! University*IT*
Campus StakeholdersWe Want You!
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THE ROLE
Able to make decisions and attend required meetings
Participate in training sessions and User Acceptance Testing (UAT)
Able to translate the overall message to your work group
Willing to lead in the adoption of new approaches, processes, tools
Able to provide timely feedback to the project team
“Go to” person for your area who can support colleagues through transition
Stanford! University*IT*
Change ChampionsWe Want You!
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THE REQUESTVerify the correct stakeholder, and identify an alternate, for your area
Send names to Nancy Ware ([email protected]) by October 16
Stanford! University*IT*
ServiceNow and ITIL TrainingSelf-Training Options for You and Your Team
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Process and ITIL Courses
Navvia Tool based courses – online only https://navvia.stanford.edu
Confluence Site https://asconfluence.stanford.edu/confluence/display/SM/Service+Management+Home
Functional Courses
ServiceNow Foundations Course – online only https://community.servicenow.com/docs/DOC-3831
Demos and Other Overviews
Live demos – Schedule posted to Confluence (handout)https://asconfluence.stanford.edu/confluence/pages/viewpage.action?pageId=931856660
ServiceNow Wiki http://wiki.servicenow.com/index.php?title=Main_Page#gsc.tab=0
Stanford! University*IT*THANK YOU
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