Transparency & Transformation through ServiceNow ITBM

1. Transparency & Transformation through ServiceNow ITBM Northeastern University Brighid Whalen

2. Speaker Introduction Name: Brighid Whalen Title: Assistant Director, Project & Service Mgmt Function: Information Technology Services University: Northeastern University

3. Agenda Introduction Background & Challenges Solution Outcomes Lessons Learned & Next Steps

4. What You Will Learn 3 1 2 CRITICAL SUCCESS FACTORS & LESSONS LEARNED NORTHEASTERN’S ITBM IMPLEMENTATION OUR CHALLENGES

5. You can’t manage what you can’t measure. - Peter Drucker, Management thinker, author, and consultant

6. Background

7. Consistently rated a top-50 private university • Enrollment: 37,879 Located in Boston, MA Global Reach • Seven regional campuses in U.S. & abroad • 32% International Students Primary Competencies: Engineering & Research Ranked #1 in Co-Operative education One of the most selective universities in the U.S. *Source: U.S. News, 2018

8. Our Challenge • IT demand and resourcing was not well-managed, leading to unhappy customers, slow turnaround times, and overworked staff. • No clear picture of internal and external costs for specific projects and maintenance work. • Federated nature of IT in higher ed allows different units to shop around for IT needs. • Varied levels of understanding of PPM, Resource Management and overall governance process among stakeholders. • Old, entrenched cultural ideas about the role of the Project Management Office and IT governance.

9. The Solution

10. Solution at a Glance Cost Transparency Implemented ServiceNow’s ITBM solutions to help provide visibility into demand for IT resources, prioritize IT work, and to more accurately account for IT expenditures. ITBM Suite Resource Management Project Portfolio Demand Management Test Management Agile Development Financial Planning Project Portfolio Suite (PPS) Financial Management (FM)

11. ITBM Timeline Year 1 Year 2 Year 3 Demand Management PPM & Resource Management Jakarta PPM Reporting, Enhancements, & Adoption London Agile, Test Eval

12. Phase 1 – Get a Handle on Strategic Demand • Leveraged Demand Management module in ServiceNow for strategic project intake, approvals, assessment and reporting. • 2 parts – Project Initiation and Proposed Solution Proposed Solution Project Initiation

13. Phase 1 – Get a Handle on Strategic Demand • Developed Project Intake Dashboard for Leadership

14. Phase 2 – Understand Resourcing & Projects • Implemented ServiceNow’s Project & Porfolio Management Module with Rego Consulting • Portfolios aligned with the business/academic units of the University • 5 classifications of Projects • ITEC (strategic projects) • Large Support Projects • Small Investment Projects (aka “SIPs”) • Keep the Lights On (maintenance) • Operations (department meetings, training, etc)

15. Phase 2 – Understand Resourcing & Projects • Implemented ServiceNow’s Resource Management & Time Management Modules • Created resource plans and time cards against Demands and Projects (both strategic and maintenance) • Nightly feed from HR time tracking to pull approved time off into Resource Management in order to show accurate capacity of resources. • Automatic communications to help with compliance

16. Phase 2 – Understand Resourcing & Projects • Small customizations to projects to support cost rollup from resource plans and timecards to cost plans and expense lines

17. Phase 3 – Reporting & Enhancements to Drive Adoption • Custom Global Reporting (with Rego Consulting) • Resource Management Report • Total Resources on a Project • Over/Under Report

18. Phase 3 – Reporting & Enhancements to Drive Adoption • ServiceNow Reporting • Multi Pivots • Single Scores • Dashboards • Manager Dashboard • Employee Dashboard • Project Manager Dashboard • Program Manager Dashboard • Vendor Dashboard

19. ManagerDashboard

20. ProjectManagerDashboard

21. ProgramManagerDashboard

22. Phase 3 – Reporting & Enhancements to Drive Adoption • Enhancements • Skills and Roles • Total Cost of Project • Adoption • 1 on 1 meetings with Resource Managers • Data Accuracy • Time Sheet Portal Enhancments • Personalized Dashboards

24. Outcomes

25. Progress Over Time 1 MONTH 6 MONTHS 9 MONTHS 2 weeks 4 weeks 1.5 weeks Project Intake Week to week, no forecast Monthly, out 3 months + Monthly, out 6 months + Resourcing 90% 75% Timesheets 95%

26. Before Incomplete I’ve got an idea! Incomplete Work sources sources PRJ Deman and PR CHG CHG Resources PRJ PR Dem CH Unhappy Customers PRJ Resources Resources Demand CHG CHG PRJ Demand Customer ITS Work Stressed IT Staff

27. After Managed IT Work I’ve got an idea! Completed Work Complete Satisfied Customers COMMUNICATION Projects Demands Changes Ideas Resources Customer Happy IT Staff

28. Before After Manual Time-Consuming Not Transparent Unmeasurable Low Accountability Monthly Electronic Quick Reporting Greater Transparency Measurable Accountability At least Weekly Source Information Here

29. Lessons Learned & Next Steps

30. Lessons Learned • Do not underestimate the organizational change management aspect of implementing ITBM. • Executive sponsorship and buy-in are critical. • Reporting was not yet at the level needed. • Crawl, walk, run. Improve over time.

31. Our Next Steps • Maturing our PPM/RM processes. • Expanding Demand to non-strategic project work. • Ongoing Agile & Test Management evaluation. • Reporting Enhancements.

32. Questions?