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Lessons Learned and Best Practices: Getting from ServiceNow PPS Demos to Real Life

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Page 1: Lessons Learned and Best Practices · Lessons Learned and Best Practices: Getting from ServiceNow PPS Demos to Real Life. ... • No PMO. ITS has a matrixed project management model

Lessons Learned and Best Practices: Getting from ServiceNow PPS Demos to Real Life

Page 2: Lessons Learned and Best Practices · Lessons Learned and Best Practices: Getting from ServiceNow PPS Demos to Real Life. ... • No PMO. ITS has a matrixed project management model

Panel Members

1. Eric Martin & Patrick Wagman –UC Riverside

2. Lyle Wiedeman – UC Irvine

3. Kent Carpenter – UC Merced

4. Hampton Sublett – UC Davis

Page 3: Lessons Learned and Best Practices · Lessons Learned and Best Practices: Getting from ServiceNow PPS Demos to Real Life. ... • No PMO. ITS has a matrixed project management model
Page 4: Lessons Learned and Best Practices · Lessons Learned and Best Practices: Getting from ServiceNow PPS Demos to Real Life. ... • No PMO. ITS has a matrixed project management model

Eric Martin/Patrick Wagman – UCR

1. Years at UC: • Eric Martin = 17, Patrick Wagman = 1

2. SN-PPS Modules in Use: • Incident, Change, Request, Problem, Knowledge, Service

Catalog, Service Portal, Demand, Project, and Resource (PPS).

3. Goals for SN-PPS: • Streamline project intake, proper resource allocation,

project management all in one place4. Current PM structure on campus:

• No PMO. ITS has a matrixed project management model.5. Lessons Learned:

• ServiceNow PPS has many settings that need to be configured and therefore, decided upon.

Page 5: Lessons Learned and Best Practices · Lessons Learned and Best Practices: Getting from ServiceNow PPS Demos to Real Life. ... • No PMO. ITS has a matrixed project management model

Lyle Wiedeman - UCI

1. Years at UC: • 36

2. SN-PPS Modules in Use: • Project, Portfolio, Resource, Time Sheet

3. Goals for SN-PPS:• IT Deployment with Campus Exposure

4. Current PM structure on campus:• Small Central IT PMO (since 02/2018), a few PMs & lots of people managing projects

5. Lessons Learned:• Executive buy-in = End user cooperation

Page 6: Lessons Learned and Best Practices · Lessons Learned and Best Practices: Getting from ServiceNow PPS Demos to Real Life. ... • No PMO. ITS has a matrixed project management model

Kent Carpenter – UCM

1. Years at UC: • 2 ½ years

2. SN-PPS Modules in Use: • Project, Demand, Allocations, SDLC-Agile

3. Goals for SN-PPS:• Investigating ServiceNow PPS

4. Current PM structure on campus:• Single PMO Managing PMs – All IT projects

5. Lessons Learned:• Develop processes before moving to ServiceNow

Page 7: Lessons Learned and Best Practices · Lessons Learned and Best Practices: Getting from ServiceNow PPS Demos to Real Life. ... • No PMO. ITS has a matrixed project management model

Hampton Sublett - UCD

1. Years at UC: • 13

2. SN-PPS Modules in Use: • Project, Demand, Self-Service

3. Goals for SN-PPS:• Campus Wide Deployment

4. Current PM structure on campus:• Central IT PMO and numerous other PMs across

campus 5. Lessons Learned:• System Requirements: must-haves vs. nice-to-haves

Page 8: Lessons Learned and Best Practices · Lessons Learned and Best Practices: Getting from ServiceNow PPS Demos to Real Life. ... • No PMO. ITS has a matrixed project management model

Panelists’ Contact Info:

1. Eric Martin – UCR• [email protected]

2. Patrick Wagman - UCR • [email protected]

3. Lyle Wiedeman – UCI• [email protected]

4. Kent Carpenter – UCM• [email protected]

5. Hampton Sublett – UCD• [email protected]


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