service management initiative - university it · pdf file · 2017-09-01invoke major...

Stanford! University*IT*

Service Management InitiativeServiceNow Project Updatefor Campus Stakeholders

Stakeholder Meeting #1October 2 2015


Service Management Initiative Current State

* 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


“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…


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


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


ServiceExperience

ServiceAnalytics

ServiceDelivery

ServiceAssurance

ServiceTaxonomyREQUESTER PROVIDER

Internal Providers

LegalFinanceHuman

Resources

InformationTechnologyCustomer

SupportMarketing Facilities

Service Management for the Enterprise

ServiceNow


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


Service Management Process Implementation

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


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


Process Goal: Restore service as quickly as possible


Incident ManagementRoles


Incident Process Owner

Incident Process Manager

Incident Coordinator

Incident Support

Service Desk

Agent

Service Desk

Manager

Problem Process

Manager

Major Incident

Owner

USER


Incident ManagementConcept of a Call Record


zIncident

zcall zRequest

zQuestion


Incident ManagementPrioritization – Five Questions


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


Incident ManagementPrioritization Matrix


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


Incident ManagementHigh-Level Process Diagram

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


nService Management Initiative

navvia.stanford.edu

Stanford! University*IT*Discussion and Questions


Service Management InitiativeServiceNow Project Communication

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


Campus StakeholdersWe Want You!


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


Change ChampionsWe Want You!


THE REQUESTVerify the correct stakeholder, and identify an alternate, for your area

Send names to Nancy Ware ([email protected]) by October 16


ServiceNow and ITIL TrainingSelf-Training Options for You and Your Team

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

service management initiative - university it · pdf file · 2017-09-01invoke major...

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