Business Services Committee
1:30-3:00 p.m., August 7, 2015, FAC 228D
I. Building Access Control System – Approach (William Green)
II. ServiceNow – Overview (Susan Roy, Sandra Germenis, Karen Villarreal)
III. WorkDay and ServiceNow Coordination – Discussion (Mary Knight)
8/21, 1:30-2:30
ASMP Steering Committee (Renee Wallace)
BAC S O p e ra t i o n s M a n u a l – E n d o r s e
Overview
The Building Access Control and Security (BACS) Operations Manual codifies how those systems
are managed and supported at the university.
Specifics
An IT Governance Business Services Committee (BSC) Task Force made up of Campus Safety,
Liberal Arts, McCombs, Moody, Natural Sciences and ITS oversaw development of this manual,
along with review and requirements from the Information Security Office and Office of Internal
Audit. Key points include:
1. Security standards, requirements and oversight are defined for different types of
spaces
2. Campus Safety is the owner and ultimate decider for BACS services
3. Governance is through BSC and Campus Safety and Security Committee
4. ITS is responsible for operations, in consultation with applicable University
Operations units as noted
5. Units have responsibilities for operations of delegated components
6. BACS is supported primary through fees:
a. Units requiring security fund that security
b. External door support, not installation, is provided as a Common Good
c. False alarm fees are instituted to ensure proper usage
7. Financial impact: new construction/renovation must adhere to new classifications,
or as required by authority (e.g. Audit, EH&S, ISO)
Governance version: https://utexas.box.com/s/y6390knmbwp87456gjep
(final version will be published on CIO site once fully approved)
BSC
V 1.1
July 16, 2015
UT SERVICES
8/5/2015
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Today’s Request
Approve ServiceNow as the service management
standard for the University.
• ServiceNow is an enabler for modernization efforts and
will complement efforts such as Workday and Looking
Glass
• ServiceNow provides a method to search knowledge,
request services, report incidents, and manage the
underlying workflow to approve, fulfill and fix
• The ServiceNow Customer Steering Committee has
recommended a brand name of UT Services
8/5/2015
2
UT Services (I need…)
New vendor request
Non disclosure agreement (NDA)
Virtual server build
Links to Workday transactions
Ex. 1
Workday
Computer
Onboarding
Request
Phone
Ex. 2
UT Services
Portal
Knowledge
Chat
Phone
Keys
ServiceNow
Password Reset
Burnt out bulb
System
Availability
Computer
Problems
Temperature
Controls
Printer
Problems
Service Center
First Contact
Application
Access
Center Of
Excellence
Admissions
Deadlines
Measuring Service Delivery – Continual Service Improvement (CSI)
8/5/2015
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Benefits of UT Services
•
Improve consumer experience
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Build towards a one-stop Service Center
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Provide a consumer portal
Request services
Report incidents
Search knowledge for solutions and how-to
Provide ticket status
Reduce the number of requests lost in email
Links to other service areas such as Workday
Improve service consistency
One number to call, one portal to visit
High first contact resolution rates
Seamlessly route to centers of excellence
Keep all interactions tied to one ticket
Measure service delivery time, effort and costs
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Increase process efficiency and reduce delivery time
Provide University wide reports and metrics
Measure program critical success factors
8/5/2015
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Program ROI
UT Services Annual Savings Tracking
Service Sunsetting
Cost Avoidance
Other - Man Hour
$50,000.00 , 9%
$100,000.00 , 19%
$380,000.00 , 72%
8/5/2015
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Draft Program Vision and Mission
Program Vision
Provide service management and ServiceNow expertise that
enables superior delivery of services. Implement services and
tools to provide University-wide workflow solutions, streamlining
operations for all constituents.
Program Mission
Facilitate a University-wide one-stop service, “UT Services”, a
workflow solution that provides high-quality service delivery in the
support of teaching, research and administrative functions using
the ServiceNow platform. Students, Faculty, and Staff will benefit
from consistent streamlined processes, easy to find goods and
services, speedier service delivery, and University-wide metrics
and reporting.
8/5/2015
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Use Existing Governance Structure
8/5/2015
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Summary
• ServiceNow is a complementary platform to Workday to deliver
services. In order to optimize both products, the ServiceNow
program team and the Customer Steering Committee is
requesting formal approval to utilize ServiceNow capabilities
where appropriate prior to building or purchasing new solutions.
Examples:
• Service Desks
• Knowledge base
• Service requests and some billing
• Incident reporting
•
Periodic updates to BSC
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Anything else?
8/5/2015
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