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
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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
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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.
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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.
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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.
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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.
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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
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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
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