Service Management Community Meeting Overview
The February 2015 Service Management Community Meeting covered various updates and topics related to IT Service Management. The agenda included discussions on Service Management Knowledge, ServiceNow Implementation, Training, and Communication. The meeting aimed to provide a platform for the community to engage and share information on different aspects of Service Management. Additionally, the roles and responsibilities of the ITS Service Board members were outlined, along with the governance of IT Service Portfolio and Service Offerings. Various service hierarchies and responsibilities were also highlighted during the meeting.
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Presentation Transcript
Service Management Community Meeting February, 2015
Agenda Welcome Service Management Knowledge ITS Service Board Update ServiceNow Implementation Update Training and Communication 2
Overview and Welcome: Service Management Community Meetings Purpose: Provide an opportunity for the Service Management community to engage and share information on all aspects of Service Management.
Service Management ITS Service Board
Board Members Karen Polhemus (Chair) Chris Kilbourne Chris Bellerjeau Linda Faust David Galassi James Kammerman Faith Brown Louis King Ricardo Chavira Christine Costantino Dawn Colonese Deanna Burns John Guidone Randy Rode Meets every other week.
Roles and Responsibilities Govern ITS Service Portfolio, including proposed, active and retiring Services ensuring consistent clarity/usability across service owners Implement Service Catalog in ServiceNow and feed the ITS Website, PPM tool and other appropriate applications Document common language for services and service management Define and communicate the Service Owner and ServiceOffering Managerroles and responsibilities Provide an annual Service Portfolio Health Report to CIO Directs
Services Hierarchy Teaching and Learning Email and Collaboration Web and Application Services Service Groups Video Conferencing Document Sharing and Team Sites Voice Conferencing and Telephony E-mail and Messaging Services Adobe Connect Microsoft Lync Room-based Conferencing Service Offerings
Services Hierarchy Video Conferencing Document Sharing and Team Sites Voice Conferencing and Telephony E-mail and Messaging Services Service Owner Responsible for a Service (Video Conferencing Chris Bellerjeau)
Services Hierarchy Adobe Connect Microsoft Lync Room-based Conferencing Service Offerings Service Offering Manager Responsible for a Service Offering (Adobe Connect John Harford)
Services Governance Service Owner Committees (SOCs) Comprised of every Service Owner in a Service Group Sub-committees Comprised of every Service Offering Manager in a Service Teaching and Learning E-mail and Collaboration Web and Application Services Service Groups Video Conferencing Document Sharing and Team Sites Voice Conferencing and Telephony E-mail and Messaging Services Adobe Connect Microsoft Lync Room-based Conferencing Service Offerings
Benefits Supports FY15 strategic goal of cultural change through 100% adoption of ITIL and Service Framework by providing explicit and strategic service management roles to majority of ITS staff Provides a framework for mapping information to services to enable strategic decision-making and measure service maturity and performance Reconciles service information across multiple platforms including ServiceNow, ITS website, PPM tool, and Ideascale Improves transparency for managing, providing, consuming and reporting on services Provides unified voice to bring proposals to governance committees Applies broadly to all University services
Activities Completed Provided Service Strategy, Design and Introduction training for 100 ITS staff members Created Service Owner Committees (SOC) provided training Reviewed and agreed to Service Groups, Services and Service Offerings SOCs completed first phase Service Board reviewed and approved list Implemented new Drupal content types on ITS Web Site for consistent look and feel for Services and Service Offering
ITS Service Board Next Steps Deliver new services taxonomy to SN team for implementation Implement new service taxonomy on the ITS Web site Identify 10 request workflows for SN implementation
Service Management ServiceNow
Project Timeline Project Kickoff | Dec 2014 Requirements | Jan Feb 2015 Application Build | Feb April 2015 Testing /User Acceptance | May 2015 Training/Go Live | May June 2015 UAT Complete 05/25 Requirement Sign off 2/20 Development Complete 05/01 Go Live 6/9 Kickoff 12/8 Dec Jan Mar Apr May Jun Feb
Project Team | Process Owners Deanna Burns Project Manager Mandi Luca Business Analyst/Test Lead Dan Franko ServiceNow Developer Ricardo Chavira ITIL SME/CMDB Lead Chloe Turnbull Training Specialist Shravan Khed Test Specialist Kathleen Reilly Process OwnersLou Tiseo Knowledge Process Owner Cheryl Boeher Change Process Owner Sandra Bouton Service Management Team Configuration Process Owner Rick Smith Continual Service Improvement (CSI) Process Owner Mark Kovacs Incident Process Owner Dorothy Ortale Problem Process Owner & Major Incident Manager Chris Bellerjeau Communication/Change Specialist Sue Russo User Experience Designer Request Fulfillment Process Owner 16
Project Goals/Objectives Fresh implementation of ServiceNow with the Eureka version Implement the following utilizing the vendor Excelerators Incident Management Problem Management Change Management Request Fulfillment Service Catalog Management Configuration Management Knowledge Management 10 Request Fulfillment Workflows Populate CMDB Lite ITS Website Integration Training 17
Questions Next Meeting: March 19, 2015 Questions? Thank you 18
