MEMORANDUM OF UNDERSTANDING CUSTOMER: PREPARED BY: ANITA NICHOLS EFFECTIVE DATE: LAST REVISED: CONTENTS 1. INTENT AND PARTIES TO THE MOU .................................................................... 3 2. TERMS OF USE ................................................................................................... 3 1. Definitions ...................................................................................................................... 3 2. Policy ............................................................................................................................. 4 1. Standards ...................................................................................................................... 4 2. Client Responsibilities.................................................................................................... 5 3. IET Responsibilities ....................................................................................................... 6 4. Rates and Fees ............................................................................................................. 7 5. CancelLations ................................................................................................................ 7 6. Amendments .................................................................................................................. 7 REVISION HISTORY ...................................................................................................... 9 Information and Educational Technology Document SLM.MOU.0001 Page: 2 of 9 1. INTENT AND PARTIES TO THE MOU Information and Educational Technology (IET) offers the ServiceNow system and related services to UC Davis academic and administrative units to promote consistent and efficient practices for controlling and improving information technology (IT) services which are delivered to customers. This Memorandum of Understanding (MOU) establishes the terms of use and shared understanding between the parties, IET, the service provider, and ________________________________________________ the client. 2. TERMS OF USE 1. DEFINITIONS Term Definition as used within this document Business Contact The sponsor of an organization, unit or group participating in the IET ServiceNow instance. Client An organization, unit, or group that has accepted the terms of the MOU and is participating in the IET ServiceNow instance and related services. IT ServiceNow Technical Committee Member An individual, appointed to the IT ServiceNow Technical Committee. The IT ServiceNow Technical Committee serves to provide guidance on the technical aspects as well as standards for working with the ServiceNow system. Customer Students, staff, faculty or anyone requesting services or reporting issues through the ServiceNow system. IT ServiceNow Technical Committee A committee composed of the IET Service Manager, clients and technology subject matter experts who provide guidance for running and improving the ServiceNow program. This term is used in the Master SLA Agreement between UCOP and Process User ServiceNow to refer to individuals who use the ServiceNow system and who are subject to contracted rates and usage fees. Product Owner The Product Owner is the manager of the Client Services unit within the IET organization. Service Provider The Information and Educational Technology organization is the service provider. Technical Contact An individual, appointed by a client who is responsible for the administrative functions of ServiceNow. Administrative authority is granted by IET Client Services and is limited to the scope of services Information and Educational Technology Document SLM.MOU.0001 Page: 3 of 9 Term Definition as used within this document provided to the client. Technical Contacts are not participants in the IT ServiceNow Technical Committee but may be represented by proxy. UAT – User Acceptance Testing User acceptance testing is an activity that asks the client to review and validate changes to features and functions of the ServiceNow system. UAT asserts that clients must provide their acceptance of planned system changes before the changes are implemented into the live environment. 2. POLICY POLICIES a) The parties of this MOU shall adhere to all relevant policies of the University of California, Davis. b) The parties of this MOU shall be familiar with, understand and abide by the terms of this MOU. c) Parties to this agreement must adhere to the Master SLA between UCOP and ServiceNow. See the Rates and Fees section for additional details. d) Disputes, unresolved questions or disagreements between the parties to the MOU shall be referred to the IT ServiceNow Technical Committee for discussion and resolution. If the issues remain unresolved, IET leadership will be engaged for direction and issue resolution. Matters that remain unresolved will be referred to the Vice Provost of IET whose decision on the matter shall be final. CONTENT AND INFORMATION PRIVACY e) Clients understand that the ServiceNow system and data are open to other clients of the ServiceNow community. Clients must abide by UC Davis information privacy policies including but not limited to ensuring that personally identifiable information (PII) data are protected or removed from the ServiceNow system. f) Content in the ServiceNow system shall not be used to negatively compare participating organizations or groups without written authorization. 1. STANDARDS a) Clients must adhere to the UC Davis principles of community. b) IT ServiceNow Technical Committee members and Technical Contacts must be employed as UC Davis full time staff. c) Only IT ServiceNow Technical Committee members or authorized Technical Contacts may submit requests for ServiceNow enhancements or report incidents related to the ServiceNow system. d) If an IT ServiceNow Technical Committee Member is not assigned by the client, an authorized Technical Contact may submit ServiceNow enhancement requests by proxy. The Product Owner serves as the proxy for Technical Contacts. Information and Educational Technology Document SLM.MOU.0001 Page: 4 of 9 e) IT ServiceNow Technical Committee members must be trained as ServiceNow system administrators before access is granted to use the services. f) The system is configured as a shared environment. Use of the system by the client requires acceptance of the shared system components and configurations including the content of survey questions, the content of email notifications, user interface designs, the knowledge base, global system settings and common features and functions. g) IET may extend services to clients who want to use ServiceNow in a development or test environment or who wish to try ServiceNow modules in beta mode. IET is not responsible for data in a test or beta system. The learning environment is considered a test system. Data may be deleted from test or beta systems at any time without notice to clients. 2. CLIENT RESPONSIBILITIES BUSINESS CONTACT a) A business contact who represents the business interests of the client must be identified. IT SERVICENOW TECHNICAL COMMITTEE MEMBERS AND TECHNICAL CONTACTS b) IET will chair the IT ServiceNow Technical Committee meetings which are established to oversee the development of the ServiceNow platform and program. c) IET will make membership available to new clients 45 days after joining the ServiceNow community. Committee membership is limited to one representative per Dean or Vice Chancellor. d) Clients are required to provide formal ServiceNow administration training to IT ServiceNow Technical Committee members. The costs of ServiceNow administration training are the responsibility of the client and are not included in this MOU. e) IT ServiceNow Technical Committee members must complete IT Infrastructure Library (ITIL) foundations training. The cost of ITIL training is the responsibility of the client and are not included in this MOU. Clients are not required to obtain a formal certificate. f) IT ServiceNow Technical Committee members must agree to attend committee meetings on a regular basis. Members must represent the interests of students, faculty and staff in addition to the interests of their own organizations and groups. TESTING AND SERVICE CHANGES g) The client is responsible for performing User Acceptance Testing (UAT) and shall provide adequate resources to perform UAT as appropriate. IET will provide the client with advanced notification of scheduled or planned UAT sessions. h) Clients may be asked to agree and sign-off their acceptance of successful UAT results before changes are applied to the production environment. Information and Educational Technology Document SLM.MOU.0001 Page: 5 of 9 BACKUP AND RECOVERY i) The Business Owner is responsible for business service continuity plans to recover from critical service outages. 3. IET RESPONSIBILITIES SERVICES PROVIDED TO CLIENT Following is a summary of the core services that IET provides to the client: a) Initial configuration of the service on the ServiceNow platform. b) Technical support for IT ServiceNow Technical Committee members or technical contacts. c) Technical support of the ServiceNow platform including management of ServiceNow product testing. d) Implementation of required upgrades to the ServiceNow system. e) ServiceNow training is required before access to the system is granted. IET provides in-house ServiceNow training at no cost to the client. Continued, or refresher training of staff after initial onboarding and training is the responsibility of the client. The client’s staff may attend future training sessions, which are sponsored by IET, however such offerings are provided at the discretion of IET. IMPLIED SERVICES f) The service will be maintained to ensure that it is fit for use and fit for the client’s purpose within the limits of the shared ServiceNow platform and resources. Availability, performance and security are designed to meet the needs of the client community and campus customers. g) Standard system configurations, messages, notifications, survey questions and global standards are maintained by IET. h) Changes to ServiceNow will be performed in a controlled manner so as to minimize service disruptions and system downtime. i) ServiceNow client’s needs and requests will be handled in a fair and timely manner. j) IET will act as a proxy for clients who do not have a designated IT ServiceNow Technical Committee Member at the IT ServiceNow Technical Committee meetings. SOFTWARE k) The ServiceNow system is the standard platform provided by IET to clients to facilitate their service management needs. l) Information and Educational Technology may provide other software tools to support the client. These additional software tools are not considered part of the service except where software tools are integrated directly into the ServiceNow platform to form an explicit service. m) Software upgrades and vendor recommended maintenance are managed by IET. Information and Educational Technology Document SLM.MOU.0001 Page: 6 of 9 4. RATES AND FEES a) The license rate is dictated by the Master SLA between UCOP and ServiceNow. The client is responsible for any fees associated with the client’s use of the service or use of the service by anyone who is authorized by the client. b) The effective date of the MOU may begin at any time during the year and remains in effect for the remainder of the calendar year. A minimum three month commitment is required. The agreement automatically renews for a one year term on January 1st of each year unless terminated by the client. (See Cancellations). c) As a developing service, IET is subsidizing the ServiceNow system and services to deliver a robust and integrated suite of tools to the UC Davis campus. IET may establish a service fee in addition to the monthly process user rate to ensure the continuity of these services. d) IET service rates are reviewed annually under campus rate guidelines. Rates may be changed during the course of the year. Customers are notified 30 days in advance of any rate changes. e) The client’s continued use of the service means that the client agrees to the terms and conditions of this MOU. 5. CANCELLATIONS a) This entire MOU may be cancelled by mutual consent with a 90-day notice of cancellation in writing. A cancellation request may be withdrawn during the period of notice by mutual consent. 6. AMENDMENTS a) Client requests to amend this MOU must be made in writing subject to a 30 day term of review by IET. Requests must be submitted to the IET Client Services Manager. b) IET will notify the customer of amendments, in writing, 30 days in advance of the effective date of the amendment. The customer’s use of the service after the effective date of the amendment constitutes agreement with the changes. Information and Educational Technology Document SLM.MOU.0001 Page: 7 of 9 Client Signature Date Client Services UC Davis Printed Name Printed Name Client Title Informational and Educational Technology UC Davis Client Unit UC Davis Printed Name Information and Educational Technology Document SLM.MOU.0001 Date Date Page: 8 of 9 REVISION HISTORY This section records the history of significant changes to the MOU. Only the most significant changes are described here. Version 1.5 Date Author 08/20/2014 Client Services Description of change a) Updated the Rates and Fees, Amendments and Cancellations sections. b) Added themed title page and headers. c) Changed ITSM Technical Committee to IT ServiceNow Technical committee. d) One technical committee member per Dean or Vice Chancellor may join the committee. 1.4 08/12/2014 Client Services e) Clarified potential service fee increases f) Clarified user training – IET provides ongoing process user training g) Removed reference to CCFIT 1.3 03/23/2014 Client Services h) Renamed the Community Administrator role to IT ServiceNow Technical Committee member and revised usage i) Added the requirement for ITIL training of IT ServiceNow Technical Committee members j) Added the requirement to complete onboarding training before access to the system is granted. k) Added language to treat the learning environment as a test system. 1.2 11/15/2013 Client Services Pricing removed and referenced to the UCOP link 1.1 10/31/2013 Client Services Renamed Technical Subcommittee to Technical Committee Client Services Initial Draft 1.0 Information and Educational Technology Document SLM.MOU.0001 Page: 9 of 9