ServiceNow

KICKOFF
& PROCESS
WORKSHOPS

July 21, 2014 July 24, 2014

2014 ServiceNow All Rights Reserved

Agenda

Welcome!

ITSM Program Update
ExecuPve Overview
SN Team IntroducPons
SN for the Enterprise
SN/UTPA Setup
What is a QuickStart?
StartNow Methodology
CriPcal Success Factors
Q & A


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Dr. Jerey Graham, VP

Esther Dominguez

Janie Palacios
Helena Agronow

ITSM Program Update

Program background

ITSM program began August 2013

Processes selected for implementaPon
Process Governance
Is on-going
Incident Management
Detailed process models - complete
CommunicaPon & Training
ITSM Website www.utpa.edu/itsm
ITSM Monthly Newsle`er
Training
ITSM Tool ServiceNow ImplementaPon

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ExecuCve Overview

UTPA Demographics & IT Facts

OrganizaPonal Charts / Key Stakeholders
Current Pain Points
Goals & ObjecPves
Key Business Outcomes
CriPcal Success Factors
Workshop ExpectaPons
CommunicaPon Plan

Q & A

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UTPA Demographics & IT Facts

Located in Edinburg, Texas

A student populaPon of over 20,000
Employee populaPon 4,500 (faculty, sta, waged)
IT employs over 140 full-Pme & 70 part-Pme
Over 75% of FTE are trained in ITIL FoundaPon
ITSM Program strategy began in August 2013
UTPA transiPoning to UTRGV September 2015
pending SACS accreditaPon
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UTPA OrganizaConal Chart

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IT OrganizaConal Chart

h`p://www.utpa.edu/dit/about/les/IT-Org-Chart.pdf
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Key Stakeholders

IT Senior Management
ITSM Process Owners
IT Service Desk (SPOC)
Owners of decommissioned systems
AlPris, Stat, Innotas, and ProjMan
Embedded Techs
University Business Partners

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Current Pain Points

Current systems:
AlPris (unsupported), Stat, Innotas, and Project
Management System
Tickets or CSRs
Fragmented work history
MulPple log ins
Lack of reporPng from all the systems
Customers/stakeholders unable to see ITs
workload
No self-service for incidents or service requests.

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Goal & ObjecCves

Process owners will champion their processes

Process teams will dene their processes
Implement Incident, Problem, Change, Cong
(lite), and Service Catalog/Request
Ensure incidents and service requests are
categorized and logged appropriately
Deploy ServiceNow to IT by go-live date
Phased roll-out to non IT areas - TBD

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Key Business Outcomes

Fulll University Goals

Increase eciency
Eliminate redundant systems
Simplify systems support (1 vs 4)
Standardize processes
Key Performance Indicators (KPI)-Track,

Measure, Improve
Address and resolve current pain points

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CriCcal Success Factors

Go-Live Dates:
Major Processes (September 2014)
Project Porqolio Management (November 2014)
SPOC is IT Service Desk
Communicate to customers about ServiceNow
FuncPonality, including self-service
Decommission Systems
Keep for historical purposes for applicable systems

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Workshop ExpectaCons

A`endees must:
Complete ServiceNow FoundaPons training
Review process guides
Generate quesPons
Discuss and decide conguraPons
Minimize customizaPons
Keep momentum going peak Pme for IT
Current projects/operaPonal work
Bronc Roundup/Fall semester

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QuesCons?

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Welcome to ServiceNow

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Professional Services Support Team

Name

Title

Role

Helena Agronow

Sr. Engagement Manager

Project Management

Rod Godfrey

Technical Consultant

ApplicaPon Development

Grant Clarke

PracPce Manager

Sales Liaison

JusPn Castro

Commercial Account ExecuPve

Sales RepresentaPve

TBD

Curriculum Developer

Training

Ginger Poon

Engagement Manager

Shadowing Only

Vijay VempaP

Business Process Consultant

Shadowing Only

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Agenda

SN for the Enterprise

SN/UTPA Setup


What is a QuickStart?
StartNow Methodology
PPM
RIDAC
AGILE/SCRUM
CriPcal Success Factors
Q & A


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Forbes - April 2014

Jerry Yang, co-founder of Yahoo.
Chad Hurley, co-founder of YouTube.
Julia Hartz, president & co-founder of
Eventbrite.
Jan Koum, founder & CEO of
WhatsApp.
Max Levchin, former CTO of PayPal.
Reid Homan, chairman of LinkedIn.
Arash Ferdowsi, cofounder of Dropbox.
John Chambers, CEO of Cisco.
Brian Chesky, co-founder of Airbnb.
Elon Musk, CEO and founder of Tesla
Motors & SpaceX.
Adi Tatarko, cofounder of Houzz.
Kevin Systrom, co-founder of
Instagram.
Fred Luddy, founder of ServiceNow.
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ServiceNow EvoluCon

Business Impact

Service RelaPonship
Management

ERP/IT
IT Service
Management
Help
Desk
Help Desk

IT OperaPons

InformaPon Technology

Enterprise

Community Served
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IT Service Management
Service Relationship Management

Sales

Services

Marketing

Legal
Procurement

Finance
Operations

Facilities

Human Resources

Service Providers

Information Technology

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ServiceNow Delivers a Consumer Experience on Any Device

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ServiceNow is The Enterprise IT Cloud

Enterprise

Enterprise IT

Infrastructure

Developers

Sales

Finance

Human Resources

Shopping

Entertainment

CommunicaCons

Department

Consumer

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High Availability, High Performance and Global Scalability

MulP-instance architecture underpins a 1 hour RPO
Billions of customer transacPons processed every month

5 Engineering Centers
12 Datacenters 2014

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Thousands of Companies Around the World Rely on ServiceNow

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Ge\ng Ready for SN at UTPA

How can I get ready for ServiceNow?

ServiceNow Resources

Once were in producPon, how do I grow my knowledge?

ServiceNow Training / EducaPon Roadmap

How important is UTPA to ServiceNow?

ServiceNow Customer SaPsfacPon Program

How is the UTPA ServiceNow Environment Setup?

ImplementaPon Release Strategy
QuickStart IPCC + SC
How will ServiceNow be Implemented
StartNow Methodology
Agile Development
CriPcal Success Factors

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IntroducCon to SN Resources
ServiceNow has a variety of resources available to assist you.

Comm

unity

al
Soci a
i
Med

Corpo
ra
Web P te
age

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ServiceNow Corporate Website

www.servicenow.com

Demo Site & Support Landing Page

SoluPons Overview
Learn More
Professional & EducaPonal Services
Whitepapers, Data Sheets, Video Library
Customer Success Stories
About Us
Partners
News & Events
Sign Up for the ServiceNow Newsle`er
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ServiceNow Wiki Product DocumentaCon

wiki.servicenow.com
The Wiki is the ServiceNow complete product documentaPon library.
Find the answers you need.

Product Overview & DocumentaPon

AdministraPon Guides
Release Notes
Books by Categories
Create Custom Books
Create an Account for addiPonal access
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ServiceNow Community
community.servicenow.com

Join the best IT thinkers for discussion, collaboraPon, and

soluPons on the ServiceNow online community and forums.

Forum

QuesPons & Answers

Learning Center
Training Videos, Training Books
Blogs
Variety of topics authored by Customers, Employees and Partners
Groups
Local User Groups and Special Interest Groups
Create an Account for addiPonal access and join your LUG

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ServiceNow Social Media

ParPcipate in our social media communiPes

LinkedIn

Follow our ServiceNow company page

Join our ServiceNow Group
Twi`er
Follow us at @ServiceNow
Facebook
Like our ServiceNow company page
YouTube
Subscribe to our ServiceNow Demo Channel
Subscribe to our ServiceNow Channel
Subscribe to our OnDemandITSM Channel

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knowledge.servicenow.com

Discover the Power of Now

Largest gathering of IT professionals using cloud services for enterprise
IT service automaPon

Register
View Agenda
Convince Your Boss Tools
Become a Presenter
InnovaPon of the Year

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To-Do List
Remember to complete the following items:

Sign Up for ServiceNow Newsle`er

Create Wiki Account

Create Community Account

Join Local User Group

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Training Services
Our typical audiences

Our Training Plan

A comprehensive Training plan to enable
your organizaPon to carry out and
implement an eecPve Training strategy
for the deployment of ServiceNow. It will
also enable all your Process & End users
to be ready when you go-live

Our Training courses

We oer a range of courses to suit all
work streams. From ESS users to
Administrators, our courses are
designed to help your users understand
ServiceNow according to their roles

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End Users

How to open an incident

Track open incidents

Process
Users

Incident Managers
Problem Managers
Change Managers

System
Admins

AdministraPon & Mgmt

ConguraPon

Developers

Adv cong, integraPon

Plaqorm development

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Advanced AdministraPon
ScripPng in ServiceNow

Architect

ApplicaPon Development

Discovery

Asset Management
ImplementaPon

Current Course

Go Live

Future Courses

1 Month

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USER

OrchestraPon

Process User

IMPLEMENT

FoundaPon eLearning

System AdministraPon

Domain SeparaPon
CerPcaPon Available

6 Months

1 Year

DEVELOPER

ADMIN

EducaCon Roadmap Classes Both Live and Virtual

2 Years +
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Customer SaCsfacCon Program

Who is surveyed?

When do surveys
take place?
What quesCons
are asked?

What happens to
the survey scores?

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1.
2.
3.
4.

Decision Maker (ExecuPve Sponsors)

Inuencers (Project Managers)
Users (System Administrators)
Other Stakeholders

Surveys are distributed approximately 2 weeks awer Go Live

1. Overall Sat with ImplementaPon
Why?
2. Likelihood to Recommend SN
3. Likelihood to Recommend ImplementaPon Team
Why?
4. ImplementaPon Timeframe Met ExpectaPons
5. Quality, Consistency of CommunicaPons
6. Technical Knowledge of Consultants
7. Knowledge Transfer to Internal Sta
8. If ServiceNow could change one thing to improve your
experience, what would it be?
Survey scores are reviewed weekly
Low scores are followed-up with a phone interview by SN

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Customer SaCsfacCon Program - Why its Important

Our Success is Linked to Your Success

We can Only Improve with Your
Feedback
Give us an Opportunity to Fix the
Problem First
ServiceNow Employees are
Compensated based on Your Scores
9s & 10s are good, 8 is OK, 7 and below
means we have not done a good job

Opportunity for you to Reward those who

went the extra mile to help your team
achieve its goals

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StartNow!

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UTPA How to Access ServiceNow

DEMO = h`ps://UTPAdemo.service-now.com/

POV = h`ps://UTPApov.service-now.com/

DEV = h`ps://UTPAdev.service-now.com/

TEST = h`ps://UTPAtest.service-now.com/

PROD = h`ps://UTPA.service-now.com/

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ImplementaCon Release Strategy Three Instances

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QuickStart
Its all about Pme to value!

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QuickStart
What?

PosiConing

An ImplementaPon
Fixed Price & Fixed Scope

PosiPoning
It is QUICK because the scope is very
Pght
It is only a START iniPal phase
AddiPonal scope should be added as
Release 2 or Phase 2 SOW

Scope

Customer
Complexity

Tailored
Engagement

QuickStart
Customer
Maturity

QuickStart-IPCC+SC Tightly xed scope

to deploy Incident, Problem, Change,

import Cis to CMDB and congure Service
Catalog with 5 iniPal catalog items and
ESS acPvaPon (~ 12 weeks)

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QuickStart for IPCC + Service Catalog

Phase 3

Phase 2

Service
Catalog

CMDB

Change

Problem

Add to the IPCC foundaPon with Employee

Self-Service (ESS) to empower your end
users and accelerate IT TransformaPon.

Incident

Get up and running in twelve weeks including Employee Self-Service

ServiceNow Plaqorm Base Build

IntegraPons

QuickStart for IPCC + SC includes ESS Portal starter

template, Process User Training and 5 catalog items

Catalog Items QuickStart for IPCC:
Hardware request
Sowware request
Password reset request
Record producer (Incident, Problem or Change)
Order guide for hardware & sowware items created
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QuickStart Scope Service DescripCon provides details

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QuickStart 12 Week Plan

AUG

JUL
21 - 25

28 - 1

4 - 8

11 - 15

18 - 22

25 - 29

1 - 5

SEP

8 - 12
15 - 19

OCT
22 - 26

29 - 3

6 - 10

Deploy
(Build & Validate)

Plan
Discover
Sprint 1
Incident & Problem

Sprint 2 -
Cong & Change

Mobilize Teams,
Dene Project Plan
OCM Plan
Test Plan
Training Plan
Prepare
(Core Data Setup, LDAP)

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13 - 17

Go-Live
By 10/15
Sprint 3
Service Catalog

UAT
TesCng

ProducCon
Readiness

Update
Process
Documents

User
Training

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StartNow
Methodology
- IntroducCon
StartNow!

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StartNowTM ImplementaCon Methodology

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StartNow Methodology

Customer is at the Center of the process

The Process is iteraPve by design
ServiceNow helps Customer get from Point A to Point B = Results
StartNow as a methodology enables this transformaPve process

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StartNow
3 Main Components:

PROJECT PLAN
RIDAC
AGILE/SCRUM

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StartNow ImplementaCon
One New Applica7on with
Modules linking to
The 5 Project stages (Transform not
currently included)
SDLC Scrum (part of Berlin)
RIDAC table
WIKI pages
Project tasks with appropriate
aQachments

Dierent project plans

dependent on the deployment
type
Full-blown
QuickStart

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Project Plan
Predened and loaded into your instance

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Risk module (RIDAC)

Risks / Issues / Decisions / AcPons / Changes on a
deployment.
Risk area will allow monitoring, tracking and overall project
status as the project evolves (scope changes)

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RIDAC Type
Type

DeniCon

Examples

Risk

Something is about to
occur.

One of the system admins is leaving the company.

There is a risk that source systems have inaccurate data.

Issue

Something has happened. The Incident process owner was not available for any of the

workshops.

Decision

Record a decision that has The a`achment funcPonality will NOT be provided to all
been made.
end users.
All users with prole of ITIL user can approve a change.

AcCon

Record an acPon that is

required.

Conrm if external contractors will get a dierent login

URL.
Verify the data collecPon template.

Change

Record that a change in

scope has occurred. i.e.
addiPonal applicaPon or
integraPon is needed.

Change in scope need to add SMS integraPon (follow up

with a Change Order).

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Ge\ng Familiar with Agile

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AGILE Manifesto
Be`er ways of developing sowware

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CUSTOMER
COLLABORATION
over Contract
NegoPaPon

INDIVIDUALS
&
INTERACTIONS
over Processes
& Tools

RESPONDING
TO CHANGE
over Following
a Plan

WORKING
SOFTWARE
over
Comprehensive
DocumentaPon

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SCRUM An Agile Framework

Scrum leads the Agile Development
Methodology among Fortune 500
companies.

DAILY
SCRUM

2 4
WEEK
SPRINT

PRODUCT
BACKLOG

SPRINT
PLANNING

SPRINT
BACKLOG
SHIPABLE
PRODUCT

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SPRINT Lifecycle Time-Boxed

2 4 WEEKS

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SPRINT Review
Keys to a Successful SHOW ME Session

1. Plan a "Show Me" session at the beginning of each Sprint.

2. Hold the "Show Me" session the week AFTER the Sprint is scheduled to complete.
3. IdenPfy who will present on day 1 or 2 of the Sprint. Do not have a partner or
ServiceNow deliver the "Show Me" session.

4. Put the "Show Me" session on calendar (invite stakeholders, execuPves, your
5.
6.
7.
8.

scrum team, and others as appropriate) - do this right away so that the date &
Pme is locked down.
Create an Agenda for the "Show Me" session, include a project status at the
beginning to let everyone know where you are in the overall project.
Create scripts where needed.
Do a dry run with just the scrum team - - pracPce your "Show Me" session.
Put the dry run on calendar at the same Pme you put the actual "Show Me"
session on calendar.

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SPRINT RetrospecCve
Focus on ConPnuous Improvement
1. What went well this Sprint?
2. What can we improve next Sprint?

Examples
Development environment
Internal processes
CommunicaPon within the team
Dedicated resources for tesPng

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SCRUM How does it t together?

Release 1
Sprint 1
Story

Task

Task

Story

Task

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Task

Sprint 2
Story

Task

Task

Story

Task

Story

Task

Task

Task

Task

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SCRUM Stories

As a customer,
I want to search for a
book by Ptle
so that I can nd the book
I want
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Stories should:
Be understood by the
enPre team
Lack technical details
Contain a jusPcaPon

I will know this is done when I can

1. Enter key words and see a list
matching those key words
2. Enter a book Ptle and see any
matches of that Ptle
3. Enter a book Ptle and see
suggesPons for similar Ptles if
there is no exact match

* Thanks Ron Jeries!

STORIES - captured & tracked in StartNow

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SCRUM TesCng Approach

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Quick & Easy Dashboards

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Story States
Moving stories through the AGILE process

Draw

Ready

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Work in
Progress

Ready for
TesPng

TesPng

Complete

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Story States
State
Draw

DeniCon
Story is being drawed requirements are pending. If assigned a draw story, we need
addiPonal informaPon added into the story. Once you feel the story is complete, move it into
a Ready state and assign it to the appropriate SysAdmin.
Story is ready for development.

Ready
Work in
Progress

SysAdmin puts the story into a Work in Progress state when he/she begins working on the
story. Development is in progress (includes peer developer tesPng) - all Unit TesPng is
completed here.

Ready for
TesPng

SysAdmin puts the story into a Ready for TesPng state when he/she has completed the
development and unit tesPng of the story. The story is waiPng for someone to validate that
the story is complete. TesPng is done at the story level only, and is usually done by the author
of the story, the process owner, SME of the theme, or designated tester.

TesPng

Story is acPvely being tested by author, process owner, SME, or tester. If a problem is found,
move to WIP, update Work Notes, and assign story back to the SysAdmin. If no issues are
found, move to Complete unless someone else needs to test. If someone else needs to test,
leave in TesPng state, update Work Notes, and assign story to next tester.

Complete

Development, Unit TesPng and preliminary User TesPng completed successfully this story
can be promoted from DEV to TEST for a more formal set of end-to-end QA/UAT tests.

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Story Points
1 Hour = 1 Point
EsPmate # of Hours to Develop/Congure/Script/Customize

EsPmate # of Hours to Unit Test/Peer Developer Test

EsPmate # of Hours to Iterate the story 3 Pmes with User TesPng

Draw

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Ready

Work in
Progress

Ready for
TesPng

TesPng

Complete

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Blocked Stories
Indicates whether a team
member is prevented from
making progress toward
implemenCng a story.

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You can specify Yes by

checking the box, or you
can leave it blank.

If Yes, you must

provide the Blocked
Reason.

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Priority
Priority

DeniCon

CriCcal

This story is considered a criPcal show-stopper, it resolves a

criPcal issue where there is no workaround, it must be
included in order for the next release to be deemed
successful.

High

Moderate

Low

This story is considered high impact, although there may be

a workaround, it should be included in the release because it
brings great business value, and/or impacts numerous users.
This story is considered a moderate priority, it has an
acceptable workaround and/or aects a small subset of
users. This story is opPonal based on resources, Pme and
risk.

Priority
4 - Low
3 - Moderate
2 - High
Total

Count

Percent
46
86.79%
6
11.32%
1
1.89%
53

This story is considered a low priority, it is a nice to have that

isnt immediately required. This story is opPonal based on
resources, Pme and risk.

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Scrum / Sprint MeeCng Layout

Monday

Week
1

Week
2

Tuesday

Wednesday

Thursday

Friday

15 Min - Scrum

15 Min - Scrum

15 Min - Scrum

15 Min - Scrum

60 Min --
Knowledge
Transfer

60 Min
Sprint Planning

Monday

Tuesday

Wednesday

Thursday

Friday

15 Min - Scrum

15 Min - Scrum

15 Min - Scrum

15 Min - Scrum

15 Min - Scrum

60 Min --
Knowledge
Transfer

60 Min
Show Me
Session
15 Min Sprint
Retrospect

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SCRUM MeeCng 3 QuesCons asked Daily

1.What did you do yesterday?
2.What will you do today?
3.Are there any road-blocks in your way?
Any road-blocks that are raised become the
Scrum Masters responsibility to help the team
resolve as quickly as possible.

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Sprint - CriCcal Success Factors

Check your queue DAILY using the Dashboard

Dont re-assign a story unless you add Work Notes
Understand the tesPng plans for your Theme (i.e. who
tests rst, second, third (where applicable)
If its complicated, get on the phone
If a Story is blocked, indicate why & who
Add Work Notes before marking Complete
Be ready to SHOW & TELL - - Be a Teacher

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Overall Project - CriCcal Success Factors

Key Decision Makers

Leverage of UTPA resources (SysAdmins)
Adherence to out of the box (OOTB) funcPonality
whenever possible
Agile Development Methodology
OrganizaPonal Change Management
Incremental TesPng
User Training

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GO-LIVE

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QuesCons?

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Remaining Slides are for

Project Team Only

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IntroducCons
Your Name
Role
Something

IntroducPons

Personal
One thing you
want to gain
from this project
> a pain point
you would like
addressed




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Housekeeping
FaciliPes
Breaks
Lunch Plans
Daily unPl ~
5:00 PM
See details
on Agenda

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4-Day Agenda
DAY 1
7/21
UTPA /
ServiceNow
Kicko
StartNow
Methodology
Overview
QuickStart
Package Whats
included, whats
not included
Incident Mgmt
Process &
Requirements

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DAY 2
7/22
Review Day 1
Summarize
Incident Stories
Problem Mgmt
Process &
Requirements
Change Mgmt
Process &
Requirements

DAY 3
7/23

DAY 4
7/24

Review Day 2
Summarize
Problem &
Change Stories
CMDB Review
& Requirements
Service Catalog /
Employee Self-
Service Process &
Requirements

Review Day 3
Summarize CMDB
and Service
Catalog / ESS
Stories
Review Product
Backlog &
EsPmated Points
Discuss Sprints
Schedule Agile/
Scrum MeeCngs
Review RIDAC

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Workshop ObjecCves
Establish a common understanding of the

project (scope, Pmeline and method of

delivery)
Walkthrough Incident, Problem, Change,
and Service Catalog workows
IdenPfy requirements that will be input into
StartNow as stories
IdenPfy the key players people who will
parPcipate in the Sprint cycles
Note: This session will not include
ServiceNow training
How many have taken eFoundaPons?
SysAdmin Training?

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