Taking the Mystery Out of IT Service
Management, ITIL & ServiceNow
Monday August 5, 1:40-2:50pm
Your Distinguished Panel
• Moderator: Brian Buckler, Director of Network, Desktop
Support, and Infrastructure Services, Office of IT, UC Irvine
• Rebecca Nguyen, ITSM Program Manager for campus
Information Technology Services and Medical Center IT, UC
San Francisco
• Anita Nichols, Client Services Manager, Information &
Educational Technology, UC Davis
• Marian Sherrin, Service Manager for UCSC IT Request
Services (Service-now) and the IT Change Manager, Client
Services and Security, UC Santa Cruz
• Nisi Vidato, Manager, IT Service Management, IT Services,
UCLA
Agenda
• Brief Overview of ITIL, ITSM, and ServiceNow
• Campus Summaries of ITIL and ServiceNow
Implementations
• Moderator Questions for the Panel
• Audience Questions for the Panel
What is ITIL?
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IT Infrastructure Library
Developed in the UK; used world-wide
5 core books + complimentary guidance
A suggested framework of best practices for IT Service
Management (ITSM)
– ITSM definition: organizational capabilities that deliver
valuable services
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Non-prescriptive practical guidelines
Focused on process and continuous improvement
Customer service driven
ITIL Core built on a service lifecycle with 5 stages
ITIL Service Lifecycle Stages
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Service Strategy
Service Design
Service Transition
Service Operation
Continuous Service Improvement (CSI)
What are some of the potential
benefits of ITIL-based ITSM?
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Improve IT services and maximize value and ROI
Improve customer satisfaction
Set realistic customer expectations
Measure performance
Improve efficiency and productivity
Improve communication
Increase consistency and accountability
Increase the value of IT
Improve morale
Reduce costs
Who/What is ServiceNow?
• Provider of cloud-based software that
automates ITSM based on ITIL principles
• Rated 2012 Best Overall Offering by EMA
• Nation-wide public and private sector
customer base
• SaaS business model with web interface
Campus Summaries of ITIL and
ServiceNow Implementations
UCSC Overview
• IT Request Users vs. Campus Population
– 5,000/19,000 Students (15K undergrad, 1.5K Grad) – 30%
– 1,000/1,517 Faculty
– 2,400/4,300 Staff
– 7,000/40,000 Applicants
– 400/8594 Guests (others were spam or auto created)
• Other Tools Used?
– Incident transitioned from Web Help Desk
– Change Management transitioned from Jira
– Library & SOE Staff (non ITS) use Request Tracker (RT)
– PBSci IT still uses Cerberus (but is transitioning to SNC)
UC Santa Cruz 2013
UC Santa Cruz
Date
SNC Application
Developers Service
Managers
Tickets
2012-13
Current
Users
Assignment
Groups
2011:
January
•
Contract Start Date
0
0
0
0
0
2011: June
•
•
•
Incident
Change
Knowledge Base
1
1
43,971
516
1,315
27,111
87
92
113
49
NA
2012:
December
•
Service Catalog
(RITM)
1.4
1
491
340
8
2013:
Summer
•
•
Pinnacle Integration
Portfolio & Project
Management
1.5
1.2
Future
2013: Fall
•
Release
Management
1.5
1.3
Future
2014:
Winter
•
CMDB
1.5
1.3
Future
UC Santa Cruz 2013
Why Service Now?
 Transition from outdated tools (some vendor end of life)
 Performance Improvement
 Integration of silo’d tools, expansion opportunities, BC/DR
– Integration of ITIL processes continues
 Reduce skill specialization required across limited staff
– Consolidation of skillset into Service-now.com
X Reduced need for technical development staff
– More developer skills necessary than expected, develop SNC skills across org
 Reduced operational maintenance
– Expectation Met - No SysAdmin required; Still need to manage SNC Upgrades
 UCSF, UCLA, and LBL had adopted already
– Expectation Met – UC Wide Adoption continues
UC Santa Cruz 2013
UCSF Overview
• Campus Overview
– 3000 Students
– 30,000+ Faculity/Staff
• Other Tools Used?
– Remedy used by HR
• Why Service-now
– Frustration with Remedy Upgrade
– SOM and Medical Center IT moved to ServiceNow
– Operational Excellence – IT Consolidation
UCSF
Item
Date
SNC Application
Developers Servic Current
e Mgrs Users
Contract Start Date
2010: October
2011: January
SOM
Enterprise
1
0
Initial Production
Deployment
2010: April
Asset Mgmt – Computers
(SOM only)
1
0
Other Production
Releases
2010: October
Incident Management for
Med Ctr IT
1
0
2011: November
Enterprise Incident
Management
2
1
2012: February
Enterprise Change
Management
1
2012: May
ESS, Knowledge (internal)
2
2013: March
Asset Mgmt (computers –
desktop support)
1
2013: May
SDLC
1
2013: July
Asset Mgmt (printers –
desktop support)
1
Planned Releases
Future Plans
2013:
September
October
November
CMDB – Network
CMDB – Server
CMDB – Application
1
1.5
2014
Discovery
1.5
2014
Problem Management
1
750 IT Users
60 non-IT Users
Assignment
Groups
251
UC Davis Overview
• Campus Overview
– 33,300 Students
– 8,352 Faculty
– 20,410 Staff
UC Davis
Item
Date
Service Now
Application
Developers
Community
Admins
Product Owner (Agile)
Contract
Start Date
2012:
Dec
0
0
0
0
Initial
Deployment
2013:
Feb
Incident
1
1
1
Planned
Releases
2013:
July
“Beta:”
•Portfolio & Project
•Change Mgmt
•Contract Mgmt
1
1
1
2013:
Aug
Knowledge Mgmt
1
2-3
1
Nisi Vidato
UCLA
Manager, IT Service Management
Background
• In 2007 UCLA underwent a Pink Elephant Process
Assessment
• Findings were that we were very immature in our
processes
• The processes were not documented and communicated
to a large degree
• The recommendation was to implement ITIL Processes
• In 2010 UCLA hired me as the ITIL Expert
– Conduct a gap analysis
– Operationalize the ITIL framework Implement ServiceNow
Service Management
• Awareness Campaign
– Foundations Training
– Lunch and Learns
– Newsletters
• Core project team
– Governance
• Design Team
– Process development
– Requirements gathering
Why ServiceNow?
• IT Service Management Framework
• Able to extend the platform to create custom
applications
• Able to utilize workflow to develop end to end
service provisioning
• Self-service
• Saas
• Upgrades are compatible with customized
applications
UCLA
Date
SNC Application
2010: January
Service Managers/
System Administrators
1/1
2010: March
Incident, Knowledge, CMBD Lite
1/2
2010: July
Service Catalog, ESS, Mobile
1/2
2011: January
Change Management, SR
1/2
2012: March
Problem Management, SR
2/2
2012: August
Custom Applications: Contact Info App,
Calendar Management
3/2
2012: November
SR (over 168), Contracts, CMDB Project
3/2
2013: January-April
Merger 250 individuals, Custom
Application: Service Request
5/3
2013: July
Custom Applications: Bruin On Line , SAR
5/3
2013: July
Multi-Tenancy (6 Tenants)
5/3
2013: August
CMS
5/3
Moderator Questions for Panel
Audience Q&A
Optional Slides
What are the potential benefits of
ServiceNow?
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Hosted in the cloud
Based on ITIL
Customizable
Automated upgrades
Improved operational tracking
Tool/Application/Data consolidation
Enterprise-wide tool
Customer self service
Powerful reporting
UC Santa Cruz
Screen Shots
2013
UC Santa Cruz "IT Request"
ITS Home Page
UC Santa Cruz "IT Request"
Service-now ESS Page
Service-now.com ESS Page
UC Santa Cruz "IT Request"
Client/User Homepage
Client Name
UC Santa Cruz "IT Request"
Client/User Homepage
UC Santa Cruz "IT Request"
Service Catalog
• We included the “Get Help” link to create an Incident ticket here.
• This allows users to start at the service catalog and if they don’t see what they want
specifically, they can just “Open a Ticket”.
• Helps users as we add service request items to the service catalog.
• We did not take a big bang approach to our SNC catalog.
UC Santa Cruz "IT Request"
Client Incident View
UC Santa Cruz "IT Request"
ESS Page
Service-now.com ESS Page
UC Santa Cruz "IT Request"
Service Catalog
UC Santa Cruz "IT Request"
Change Request
UC Santa Cruz "IT Request"
Knowledge Base/FAQ
(partial)
UC Santa Cruz "IT Request"