ServiceNow Project Kick-Off 03/19/19 What is ServiceNow - - PowerPoint PPT Presentation
ServiceNow Project Kick-Off 03/19/19 What is ServiceNow Cloud-based platform that enables better service and support. Service management tool based on the ITIL framework. Platform with various modules available: Incident, problem,
03/19/19
knowledge, etc.
Uduak Ndoh
8
9
Incident
An unplanned interruption to a service or reduction in the quality of a service e.g. time not adjusting on the phones for Daylight Saving
Problem
The cause of several related of incidents e.g. Reports on CTC of multiple phones having issue and cause possible firmware
Change
The addition, modification, or removal of anything that could have an effect
Knowledge
A logical database containing data and information used by the service knowledge management system e.g. help documentation on help.unc.edu
Portal
https://help.unc.edu, the web-based front door for ServiceNow knowledge, requests, and incidents.
CMDB
A Configuration Management Database - A database that contains any technology (hardware or software) that is used to deliver a service
Brenda Carpen
12
Customer focus – User experience focused (UX) design Responsibility – Enterprise over individual unit focused decisions Standardize user/customer experience across the university Representative – large and small units, administration, research, academic, IT, HR Nimble - able to make decisions quickly
Executive Steering Committee Project Sponsors Project Management Team Workstream Teams Incident & Problem Change Service Request & Catalog Portal & Knowledge CMDB Communications and Change Readiness Training Technical/Integrations Implementation Partner (Contender)
Executive Sponsors Responsible for setting the strategic direction of the project and approving funding decisions related to the project. Mike Barker Rick Wernoski
Executive Steering The committee will include key management stakeholders who provide project
Bryan Andregg, Kelly Brown, David Eckert, Fran Dykstra, Kate Hash, Andy Lang, Uduak Ndoh, Ray Reitz, Candace Reynolds, Tim Shearer, David Smith
Program Sponsors Makes the day-to day business decisions for the program/project. Approves work products and changes to project scope. Point of escalation. People who liaise with the various business units to ensure that issues are resolved or escalated quickly. Kate Hash Uduak Ndoh
Project Management Leads Manages project scope, budget and timeline. Escalates decisions to sponsors and Executive Steering. Issue escalation point. Manages Implementation Partner and FTE Project resources to ensure deliverables are completed. Provides status reporting to Executive and Campus Stakeholders and sponsors. Brenda Carpen Lawrence Huynh
Project Lead - Technical Lead/Service Manager Manages and provides oversight for all technical aspects of the project. Reviews system architecture and configuration where appropriate. Communicates with the Process Owners to ensure they understand technical data requirements of project. Obtains
Owners to implement, test and troubleshoot configurations and or integration between the systems. Primary contact for the Implementation Partner regarding technical aspects of project. Service Manager for ServiceNow. David Smith Francis Chan
Workstream Leads Organize workstream project team that includes subject matter experts from across campus and Implementation Partner to oversee the delivery on schedule, on budget and in scope of ServiceNow workstream. Work with workstream project team to ensure all action items and issues are prioritized, resolved or escalated. Incident & Problem – Alison Campbell Change – Kelly Brown Service Request & Catalog – Riaz Ahmed Portal & Knowledge – Kim Vassiliadis CMDB – Brent Caison Communications & Change Readiness – Alison Campbell Training – Bryan Andregg Testing – Erin Towne
Incident
An unplanned interruption to a service or reduction in the quality of a service e.g. time not adjusting on the phones for Daylight Saving
Problem
The cause of several related of incidents e.g. Reports on CTC of multiple phones having issue and cause possible firmware
Change
The addition, modification, or removal of anything that could have an effect
Knowledge
A logical database containing data and information used by the service knowledge management system e.g. help documentation on help.unc.edu
Portal
https://help.unc.edu, the web-based front door for ServiceNow knowledge, requests, and incidents.
CMDB
A Configuration Management Database - A database that contains any technology (hardware or software) that is used to deliver a service
Timetable
Feb Mar Apr May June July
Training & Change Readiness
Incident & Problem Change Service Request & Catalog Knowledge & Portal Discovery & CMDB Lite Governance
Bryan Andregg
Multi-modal
We’ll come to you wherever you are!
ServiceNow trainers will deliver high-quality training for the ServiceNow service management platform using a mix of in- person and online modalities and will help develop training materials like videos, FAQ's, and tip sheets. Trainers should be excited to learn a new tool that will improve user experience and should be excited to teach that tool to others. Trainers should be intellectually curious and approach learning and sharing new tools with a smile on their face. Trainers should be engaged with learning and teaching themselves the platform by pressing all of the buttons just to see what they do!
Kate Hash
Ready to learn more? Visit servicenow.sites.unc.edu to learn more about the project timeline, training and more!