Service Now and ITSM Implementation
Greg Brzeszkiewicz
Director Support Services
Agenda
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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)
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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
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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
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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