Service Management InitiativeServiceNow Project Updatefor Campus StakeholdersStakeholder Meeting #1October 2 2015Stanford!University*IT*

Service Management InitiativeCurrent StateProcessvocabularydifferentacross UITMultiplesystems50 knowledgebasesIncident notdifferent fromrequestMinimaldataanalyticsHelp Deskvolume up350%in 3 years500 supportqueuesMajority ofIVY on*Stanford!5,000 categoriesStanfordMedicine,SLACmoving to*University*IT*Relianceon phonesupportServicestech-basednot needbasedCustomerexperienceinconsistent* ServiceNow () able to providebusiness process support for other StanfordService providers like HR, FMS, LBRE, RDEPage 2

And the Improvement Team said “Categories thatmake it easy for theuser to choose.”“Change control overthe implementation tostay as out of the boxas possible.”Stanford!University*IT*“Ability to transfer ticketsacross schools (not createduplicates), and for theoriginator or interestedparties to continue to followthe ticket's progress .”“Tools and utilities thathelp with the Userexperience (not specific,but we must obsess onthe user experience)”“Seamless handoffs betweendepartments to help with the‘One IT’ view of the customers.Must also be able to pass theticket back.”Page 3

Service Management InitiativeGoalsImproved, consistent user experienceOne user interface to support University-wideservice management processesSeamless exchanges with schools, departments,and Stanford MedicineSimplified workflowsMore insight into the processes at macro- andmicro-levelsStanford!University*IT*Page 4

ServiceNowBUSINESS tAnalyticsDepartmentsService ProvidersSERVICE MANAGEMENTRelease Pass Reset ProblemIncidentCMDBCatalogChange Field SvcHRFacilitiesAPPLICATION DEVELOPMENTOPERATIONS MANAGEMENTDiscovery Config Auto Orchestration Svc Map Cloud MgmtAssetEventProfessionalCreatorsSDLCApp Creator Service Creator‘Citizen’CreatorsSERVICE AUTOMATION PLATFORMSingle Architecture Shared Resources Single Data Model Custom App DevStanford!University*IT*Page 5

IDERService Management for the EnterpriseStanford!University*IT*Page 6

High Level Service Management RoadmapPreliminary2015May – AugIncidentManagement:Alpha ReleaseIncident, Problem,Change, KnowledgeManagement,and Non-BillableRequestService Catalog(Billable Request)Stanford!2016Sep – DecProcessDesignJan – AprUniversity*IT*May – AugSep – DecJan – AprMay – AugSHCGo-LiveUITGo-LiveProcess GPage 7

Service Management Process ImplementationBASELINEIDENTIFYCONFIGUREn wALIGNDEFINEDOCUMENTLAUNCHn wn wTESTPROCESS OWNERS:Incident – Jon RussellRequest – Kathy Pappas-KassarasChange – Larry DillardKnowledge – Jan CiceroProblem – Matthew RicksConfiguration (CMDB) – Tim BoswellStanford!University*IT*Page 8

Incident ManagementDefinitionIncidents are reported failures ordegradation of your services.Process Goal:Incident Management exists to get theserviceoperation ofRestorea servicebackasto “normal” asquickly asquickly as possiblein possibleorder to minimize anyadverse affects on the supported academic,business, and research processes.Stanford!University*IT*Page 9

Incident entStanford!University*IT*IncidentSupportPage 10

Incident ManagementConcept of a Call ersity*IT*Page 11

Incident ManagementPrioritization – Five QuestionsQuestion 5Question 4Question 3Question 2Question 1How many usersare affected? 1-5 6-100 Building/Department/Location All ServiceSubscribersStanford!University*IT*Does the clientconsider this awork stoppage? No Degradation YesIs a VIP affectedor likelyaffected? No YesCan the ServiceDesk agentrecreate theissue? No YesDoes this directlyaffect teaching,research, orSHC/SCHoperations? No Degradation YesPage 12

Incident ManagementPrioritization MatrixMin ScoreMax ScorePriority 1 *1316Priority 21012Priority 389Priority 457Priority 5Stanford!University*IT** If answerto Question 1 is“total service outage,” then theincident is automatically P14Page 13

Incident ManagementHigh-Level Process DiagramRequestFulfillmentProcessKnowledge DatabaseProblem ocessInitial SupportDetect and RecordInvestigate andDiagnoseResolve andRecoverClose IncidentStanford!University*IT*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 stakeholdersCreate recordCapture all for the relevant informationDetermine categorizationSend Service Requests to Request Fulfillment processImplement the fix or workaround (a CR may be required)Apply recovery actions as neededLocate existing workaround or develop oneHandle escalations to other support groupsRelate to an existing, or create a new Problem record to identifyroot cause and fixVerify resolution with affected user(s)Record the resolution detailsClose record using appropriate closure and cause codesPage 14

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DiscussionandQuestionsStanford! University*IT*Page 16

Service Management InitiativeServiceNow Project CommunicationOctoberSMTWTFS123456789 1011 12 13 14 15 16 1718 19 20 21 22 23 2425 26 27 28 29 30 31NovemberS M T W TFS123456789 10 11 12 13 1415 16 17 18 19 20 2122 23 24 25 26 27 2829 30Verifying Campus StakeholdersMeet Individually with Units during next monthFormalizing University IT Change ChampionsIncident Management Roadshows will bepresented to stakeholders beginning inOctoberService Catalog Review with Service Ownersand ManagersAdditional communication planning, includinglaunch of web siteNext Campus Stakeholder session will occur onOctober 20Stanford!University*IT*Page 17

Campus StakeholdersWe Want You!THE ROLEAble to make decisions and attendrequired meetingsParticipate in training sessions and UserAcceptance Testing (UAT)Able to translate the overall message toyour work groupWilling to lead in the adoption of newapproaches, processes, toolsAble to provide timely feedback to theproject team“Go to” person for your area who cansupport colleagues through transitionStanford!University*IT*Page 18

Change ChampionsWe Want You!THE REQUESTVerify the correctstakeholder, andidentify an alternate,for your areaSend names toNancy Ware([email protected])by October 16Stanford!University*IT*Page 19

ServiceNow and ITIL TrainingSelf-Training Options for You and Your TeamProcess andITIL CoursesNavvia Tool based courses – online onlyhttps://navvia.stanford.eduConfluence isplay/SM/Service Management HomeFunctionalCoursesServiceNow Foundations Course – online Demos andOther OverviewsLive demos – Schedule posted to Confluence nce/pages/viewpage.action?pageId 931856660ServiceNow Wiki Main 0Stanford!University*IT*Page 20

THANKYOUStanford! University*IT*Page 21