Service Now and ITSM Implementation

1. Service Now and ITSM Implementation Greg Brzeszkiewicz Director Support Services

2. Agenda • Introduction • Previous Environment • Implementation Goals and Objectives • IT Service Management • Service Now • Benefits of Service Now • Lessons Learned • Sample Reports and Screens

3. My Background • 27 years in IT • 17 years telephony • 10 years service management • Implemented 3 Service Management platforms • HP, CA and ServiceNow • University of Chicago • May 2011, brought in as a consultant to help develop the strategy to transform the Support Services area • Part of transformation was the implementation of Service Now Incident Management • August 2011, offered and accepted position of Director Support Services • Deliver the strategy developed

4. Previous Environment • Multiple Systems with multiple processes and customer interfaces • @10 systems or instances or web pages • Separate systems and processes for “change, incident and problem” • Many areas providing tier 1 support and interacting with the customers • ITS Help Desk (computing and network trouble support) • Client Services (telephony services and support) • Multiple, overlapped and disconnected processes • Information was not accessible across support areas • No holistic view of how ITS’ operations were performing • Multiple webpages for the customer to request service and support

5. Service Now and ITSM Goals and Objectives Goals • Increase customer satisfaction • Eliminate issues before they occur • Reduce time to resolution • Transparency to University • Simplify interaction • Increase Staff Satisfaction • Standardize and unify processes • Reduce the number of tracking systems • Help prioritize work Objectives • Standardize processes and definitions • Converge systems • Open communications • Customer focused metrics

6. Standardize Processes and Definitions IT Service Management • ITIL – IT Information Library • Main focus • Incident, Change, Request, Problem and Project Portfolio • Benefits in standardizing service management • Offer information to our community about the services we provide • Establish clear ways of ordering and obtaining service from IT Services • Reduce problems and downtime with our services • Handle incidents and problems in timely ways • Demonstrate the performance of our services

7. Converge Systems Service Now Implementation • Phase I – July, 2011 • Change • Changes that require Change Advisory Board approval • Incident • Implemented for existing Service Desk and Voice issues • Problem • Implemented for Severity 1 problems • Project Portfolio • University driven projects • Majority of work completed by internal resources

8. Converge Systems Service Now Implementation • Phase II – November, 2011 • Change • Non-CAB changes, standard changes requiring management review • Incident • On-boarded additional services within Student Systems • Request • Voice services and technologies • PC requests • All work completed with internal resources

9. Converge Systems Service Now Implementation • Phase III – March 2012 • Incident • On-board the remainder of IT Services • Refine the incident process • Self-service to University • Request • Refine the voice and PC request processes • Self-service to University • Develop Customer Focused Metrics • Future Phases • Implement and enhance other modules • Operational continuous improvements • Integrate with other areas of the University • Booth School of Business • UoC Police Department • Medical Center

10. Integration of Service Now Current • Single sign-on • Shibboleth • User and group management • Grouper • LDAP customer look up • Telecom Management • Pinnacle • Extensions, account numbers Future • Expense management • Veramark • Monitoring • CA Spectrum and EHealth • CTI • Cisco CCX

11. Other Outcomes Reorganization of staff • Consolidation of Help Desks • Combined main Help Desk with Telephone Help Desk • Staff reduction of 9 FTE’s • Work reorganized over multiple areas • Help Desk, Networking, VoIP • Teams working in collaboration to improve service to the customer Foundation for centralized service and support • Consolidation of support telephone numbers • One of the next steps is to look at integration of desktop, virtual and mobility support services

12. Benefits of Service Now • Quicker time to system availability for development • Service Now turning up environment vs internal procurement and installation processes • No capital expenditures • However requires ongoing operational budget • All fundamental ITIL modules included in per-seat licensing • Web based no client required • Including development • Development, test and production instances • Newer design and architecture • Built around ITIL version 3

13. Lessons Learned • Know your processes • Or take time to know them • Have experience in ITIL available or • Hire ITIL experts if needed • Need to have a holistic view • Know the tool you are implementing • Remember operational support for after the project • Implement in Manageable Bites • Don’t wait to be perfect or complete • Accept manageable kinks • Plan for Continuous Improvements • Build time into the project and your operations

14. Service Now Reports

15. Q3 Total Incident Tickets Closed = 6,810

16. Q4 Total Incident Tickets Closed = 8,777

17. Q3 Total Incident Tickets Breached = 63

18. Q4 Total Incident Tickets Breached = 115

19. Q3 Total Change Requests Opened = 190

20. Q4 Total Change Requests Opened = 246

21. Q3 Total Problem Tickets Closed = 19

22. Q4 Total Problem Tickets Closed = 16

23. Q4 Request Tasks Closed =2,275

24. Service Now Screens

25. Incident Entry Form

26. Change Calendar

27. Change Status Report

28. Self-Service Page

29. Request Order with Workflow

30. Request Order Form

31. Questions? Greg Brzeszkiewicz gbrzeszkiewicz@uchicago.edu 773-834-3300