Service Now and ITSM Implementation

Greg BrzeszkiewiczDirector Support Services

Agenda

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

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

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

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

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

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

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

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

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

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

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

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

Service Now Reports

Q3 Total Incident Tickets Closed = 6,810

Q4 Total Incident Tickets Closed = 8,777

Q3 Total Incident Tickets Breached = 63

Q4 Total Incident Tickets Breached = 115

Q3 Total Change Requests Opened = 190

Q4 Total Change Requests Opened = 246

Q3 Total Problem Tickets Closed = 19

Q4 Total Problem Tickets Closed = 16

Q4 Request Tasks Closed =2,275

Service Now Screens

Incident Entry Form

Change Calendar

Change Status Report

Self-Service Page

Request Order with Workflow

Request Order Form

Questions?

Greg Brzeszkiewicz

gbrzeszkiewicz@uchicago.edu

773-834-3300