SN Kickoff v2 PDF

ServiceNow
KICKOFF
& PROCESS
WORKSHOPS

July 21, 2014 July 24, 2014
2014 ServiceNow All Rights Reserved
Agenda
Welcome!

ITSM Program Update
ExecuPve Overview
SN Team IntroducPons
SN for the Enterprise
SN/UTPA Setup
What is a QuickStart?
StartNow Methodology
CriPcal Success Factors
Q & A

Dr. Jerey Graham, VP

Esther Dominguez
Janie Palacios
Helena Agronow
ITSM Program Update
Program background
ITSM program began August 2013

Processes selected for implementaPon
Process Governance
Is on-going
Incident Management
Detailed process models - complete
CommunicaPon & Training
ITSM Website www.utpa.edu/itsm
ITSM Monthly Newsleèr
Training
ITSM Tool ServiceNow ImplementaPon
ExecuCve Overview
UTPA Demographics & IT Facts

OrganizaPonal Charts / Key Stakeholders
Current Pain Points
Goals & ObjecPves
Key Business Outcomes
Workshop ExpectaPons
CommunicaPon Plan
Q & A
UTPA Demographics & IT Facts
Located in Edinburg, Texas

A student populaPon of over 20,000
Employee populaPon 4,500 (faculty, sta, waged)
IT employs over 140 full-Pme & 70 part-Pme
Over 75% of FTE are trained in ITIL FoundaPon
ITSM Program strategy began in August 2013
UTPA transiPoning to UTRGV September 2015
pending SACS accreditaPon
UTPA OrganizaConal Chart
IT OrganizaConal Chart
h`p://www.utpa.edu/dit/about/les/IT-Org-Chart.pdf
Key Stakeholders
IT Senior Management
ITSM Process Owners
IT Service Desk (SPOC)
Owners of decommissioned systems
AlPris, Stat, Innotas, and ProjMan
Embedded Techs
University Business Partners
Current Pain Points
Current systems:
AlPris (unsupported), Stat, Innotas, and Project
Management System
Tickets or CSRs
Fragmented work history
MulPple log ins
Lack of reporPng from all the systems
Customers/stakeholders unable to see ITs
workload
No self-service for incidents or service requests.

Goal & ObjecCves
Process owners will champion their processes

Process teams will dene their processes
Implement Incident, Problem, Change, Cong
(lite), and Service Catalog/Request
Ensure incidents and service requests are
categorized and logged appropriately
Deploy ServiceNow to IT by go-live date
Phased roll-out to non IT areas - TBD
10
Key Business Outcomes
Fulll University Goals

Increase eciency
Eliminate redundant systems
Simplify systems support (1 vs 4)
Standardize processes
Key Performance Indicators (KPI)-Track,
Measure, Improve
Address and resolve current pain points
11
CriCcal Success Factors
Go-Live Dates:
Major Processes (September 2014)
Project Porqolio Management (November 2014)
SPOC is IT Service Desk
Communicate to customers about ServiceNow
FuncPonality, including self-service
Decommission Systems
Keep for historical purposes for applicable systems
12
Workshop ExpectaCons
Aèndees must:
Complete ServiceNow FoundaPons training
Review process guides
Generate quesPons
Discuss and decide conguraPons
Minimize customizaPons
Keep momentum going peak Pme for IT
Current projects/operaPonal work
Bronc Roundup/Fall semester
13

QuesCons?
14
Welcome to ServiceNow
15
Professional Services Support Team

Name
Title
Role
Helena Agronow
Sr. Engagement Manager
Project Management
Rod Godfrey
Technical Consultant
ApplicaPon Development
Grant Clarke
PracPce Manager
Sales Liaison
JusPn Castro
Commercial Account ExecuPve
Sales RepresentaPve
TBD
Curriculum Developer
Training
Ginger Poon
Engagement Manager
Shadowing Only
Vijay VempaP
Business Process Consultant
Shadowing Only
16
Agenda
SN for the Enterprise

SN/UTPA Setup

What is a QuickStart?
PPM
RIDAC
AGILE/SCRUM
Q & A

17
Forbes - April 2014

Jerry Yang, co-founder of Yahoo.
Chad Hurley, co-founder of YouTube.
Julia Hartz, president & co-founder of
Eventbrite.
Jan Koum, founder & CEO of
WhatsApp.
Max Levchin, former CTO of PayPal.
Reid Homan, chairman of LinkedIn.
Arash Ferdowsi, cofounder of Dropbox.
John Chambers, CEO of Cisco.
Brian Chesky, co-founder of Airbnb.
Elon Musk, CEO and founder of Tesla
Motors & SpaceX.
Adi Tatarko, cofounder of Houzz.
Kevin Systrom, co-founder of
Instagram.
Fred Luddy, founder of ServiceNow.
18
ServiceNow EvoluCon
Business Impact
Service RelaPonship
Management
ERP/IT
IT Service
Management
Help
Desk
Help Desk
IT OperaPons
InformaPon Technology
Enterprise
Community Served
19
IT Service Management
Service Relationship Management
Sales
Services
Marketing
Legal
Procurement
Finance
Operations
Facilities
Human Resources
Service Providers
Information Technology
20
ServiceNow Delivers a Consumer Experience on Any Device
21
ServiceNow is The Enterprise IT Cloud

Enterprise
Enterprise IT
Infrastructure
Developers
Sales
Finance
Human Resources
Shopping
Entertainment
CommunicaCons
Department
Consumer
22
High Availability, High Performance and Global Scalability

MulP-instance architecture underpins a 1 hour RPO
Billions of customer transacPons processed every month
5 Engineering Centers
12 Datacenters 2014
23
Thousands of Companies Around the World Rely on ServiceNow
24
Ge\ng Ready for SN at UTPA
How can I get ready for ServiceNow?

ServiceNow Resources
Once were in producPon, how do I grow my knowledge?

ServiceNow Training / EducaPon Roadmap
How important is UTPA to ServiceNow?

ServiceNow Customer SaPsfacPon Program
How is the UTPA ServiceNow Environment Setup?

ImplementaPon Release Strategy
QuickStart IPCC + SC
How will ServiceNow be Implemented
Agile Development
25
IntroducCon to SN Resources
ServiceNow has a variety of resources available to assist you.
Comm
unity
al
Soci a
i
Med
Corpo
ra
Web P te
age
26
ServiceNow Corporate Website

www.servicenow.com
Demo Site & Support Landing Page

SoluPons Overview
Learn More
Professional & EducaPonal Services
Whitepapers, Data Sheets, Video Library
Customer Success Stories
About Us
Partners
News & Events
Sign Up for the ServiceNow Newsleèr
27
ServiceNow Wiki Product DocumentaCon

wiki.servicenow.com
The Wiki is the ServiceNow complete product documentaPon library.
Find the answers you need.

Product Overview & DocumentaPon

AdministraPon Guides
Release Notes
Books by Categories
Create Custom Books
Create an Account for addiPonal access
28
ServiceNow Community
community.servicenow.com

Join the best IT thinkers for discussion, collaboraPon, and

soluPons on the ServiceNow online community and forums.

Forum
QuesPons & Answers

Learning Center
Training Videos, Training Books
Blogs
Variety of topics authored by Customers, Employees and Partners
Groups
Local User Groups and Special Interest Groups
Create an Account for addiPonal access and join your LUG

29
ServiceNow Social Media

ParPcipate in our social media communiPes
LinkedIn
Follow our ServiceNow company page

Join our ServiceNow Group
Twièr
Follow us at @ServiceNow
Facebook
Like our ServiceNow company page
YouTube
Subscribe to our ServiceNow Demo Channel
Subscribe to our ServiceNow Channel
Subscribe to our OnDemandITSM Channel
30
knowledge.servicenow.com
Discover the Power of Now

Largest gathering of IT professionals using cloud services for enterprise
IT service automaPon
Register
View Agenda
Convince Your Boss Tools
Become a Presenter
InnovaPon of the Year
31
To-Do List
Remember to complete the following items:
Sign Up for ServiceNow Newsleèr

Create Wiki Account
Create Community Account

Join Local User Group
32
Training Services
Our typical audiences
Our Training Plan

A comprehensive Training plan to enable
your organizaPon to carry out and
implement an eecPve Training strategy
for the deployment of ServiceNow. It will
also enable all your Process & End users
to be ready when you go-live
Our Training courses

We oer a range of courses to suit all
work streams. From ESS users to
Administrators, our courses are
designed to help your users understand
ServiceNow according to their roles
End Users
How to open an incident

Track open incidents
Process
Users
Incident Managers
Problem Managers
Change Managers
System
Admins
AdministraPon & Mgmt

ConguraPon
Developers
Adv cong, integraPon

Plaqorm development
33
Advanced AdministraPon
ScripPng in ServiceNow
Architect
ApplicaPon Development
Discovery
Asset Management
ImplementaPon
Current Course
Go Live
Future Courses
1 Month
USER
OrchestraPon
Process User
IMPLEMENT
FoundaPon eLearning
System AdministraPon
Domain SeparaPon
CerPcaPon Available
6 Months
1 Year
DEVELOPER
ADMIN
EducaCon Roadmap Classes Both Live and Virtual
2 Years +
34
Customer SaCsfacCon Program

Who is surveyed?
When do surveys
take place?
What quesCons
are asked?
What happens to
the survey scores?
1.
2.
3.
4.
Decision Maker (ExecuPve Sponsors)

Inuencers (Project Managers)
Users (System Administrators)
Other Stakeholders
Surveys are distributed approximately 2 weeks awer Go Live

1. Overall Sat with ImplementaPon
Why?
2. Likelihood to Recommend SN
3. Likelihood to Recommend ImplementaPon Team
Why?
4. ImplementaPon Timeframe Met ExpectaPons
5. Quality, Consistency of CommunicaPons
6. Technical Knowledge of Consultants
7. Knowledge Transfer to Internal Sta
8. If ServiceNow could change one thing to improve your
experience, what would it be?
Survey scores are reviewed weekly
Low scores are followed-up with a phone interview by SN
35
Customer SaCsfacCon Program - Why its Important
Our Success is Linked to Your Success

We can Only Improve with Your
Feedback
Give us an Opportunity to Fix the
Problem First
ServiceNow Employees are
Compensated based on Your Scores
9s & 10s are good, 8 is OK, 7 and below
means we have not done a good job
Opportunity for you to Reward those who

went the extra mile to help your team
achieve its goals
36

StartNow!
37
UTPA How to Access ServiceNow

DEMO = h`ps://UTPAdemo.service-now.com/

POV = h`ps://UTPApov.service-now.com/

DEV = h`ps://UTPAdev.service-now.com/

TEST = h`ps://UTPAtest.service-now.com/

PROD = h`ps://UTPA.service-now.com/
38
ImplementaCon Release Strategy Three Instances
39
QuickStart
Its all about Pme to value!
40
QuickStart
What?
PosiConing
An ImplementaPon
Fixed Price & Fixed Scope
PosiPoning
It is QUICK because the scope is very
Pght
It is only a START iniPal phase
AddiPonal scope should be added as
Release 2 or Phase 2 SOW
Scope
Customer
Complexity
Tailored
Engagement
QuickStart
Customer
Maturity
QuickStart-IPCC+SC Tightly xed scope
to deploy Incident, Problem, Change,

import Cis to CMDB and congure Service
Catalog with 5 iniPal catalog items and
ESS acPvaPon (~ 12 weeks)
41
QuickStart for IPCC + Service Catalog
Phase 3
Phase 2
Service
Catalog
CMDB
Change
Problem
Add to the IPCC foundaPon with Employee

Self-Service (ESS) to empower your end
users and accelerate IT TransformaPon.
Incident
Get up and running in twelve weeks including Employee Self-Service
ServiceNow Plaqorm Base Build

IntegraPons
QuickStart for IPCC + SC includes ESS Portal starter

template, Process User Training and 5 catalog items

Catalog Items QuickStart for IPCC:
Hardware request
Sowware request
Password reset request
Record producer (Incident, Problem or Change)
Order guide for hardware & sowware items created
42
QuickStart Scope Service DescripCon provides details
43
QuickStart 12 Week Plan

AUG
JUL
21 - 25
28 - 1
4 - 8
11 - 15
18 - 22
25 - 29
1 - 5

SEP

8 - 12
15 - 19
OCT
22 - 26
29 - 3
6 - 10
Deploy
(Build & Validate)
Plan
Discover
Sprint 1
Incident & Problem
Sprint 2 -
Cong & Change
Mobilize Teams,
Dene Project Plan
OCM Plan
Test Plan
Training Plan
Prepare
(Core Data Setup, LDAP)
2014 ServiceNow
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2 013
ServiceNow
All
Rights Reserved
13 - 17
Go-Live
By 10/15
Sprint 3
Service Catalog
UAT
TesCng
ProducCon
Readiness
Update
Process
Documents
User
Training

44
StartNow
Methodology
- IntroducCon
StartNow!
45
StartNowTM ImplementaCon Methodology
46
Customer is at the Center of the process

The Process is iteraPve by design
ServiceNow helps Customer get from Point A to Point B = Results
StartNow as a methodology enables this transformaPve process
47

StartNow
3 Main Components:

PROJECT PLAN
RIDAC
AGILE/SCRUM
48
StartNow ImplementaCon
One New Applica7on with
Modules linking to
The 5 Project stages (Transform not
currently included)
SDLC Scrum (part of Berlin)
RIDAC table
WIKI pages
Project tasks with appropriate
aQachments
Dierent project plans

dependent on the deployment
type
Full-blown
QuickStart
49
Project Plan
Predened and loaded into your instance
50
Risk module (RIDAC)

Risks / Issues / Decisions / AcPons / Changes on a
deployment.
Risk area will allow monitoring, tracking and overall project
status as the project evolves (scope changes)
51
RIDAC Type
Type
DeniCon
Examples
Risk
Something is about to
occur.
One of the system admins is leaving the company.

There is a risk that source systems have inaccurate data.

Issue
Something has happened. The Incident process owner was not available for any of the

workshops.

Decision
Record a decision that has The aàchment funcPonality will NOT be provided to all
been made.
end users.
All users with prole of ITIL user can approve a change.

AcCon
Record an acPon that is

required.

Conrm if external contractors will get a dierent login

URL.
Verify the data collecPon template.
Change
Record that a change in

scope has occurred. i.e.
addiPonal applicaPon or
integraPon is needed.
Change in scope need to add SMS integraPon (follow up

with a Change Order).
52
Ge\ng Familiar with Agile
53
AGILE Manifesto
Beèr ways of developing sowware
CUSTOMER
COLLABORATION
over Contract
NegoPaPon
INDIVIDUALS
&
INTERACTIONS
over Processes
& Tools
RESPONDING
TO CHANGE
over Following
a Plan
WORKING
SOFTWARE
over
Comprehensive
DocumentaPon
54
SCRUM An Agile Framework

Scrum leads the Agile Development
Methodology among Fortune 500
companies.
DAILY
SCRUM
2 4
WEEK
SPRINT
PRODUCT
BACKLOG
SPRINT
PLANNING
SPRINT
BACKLOG
SHIPABLE
PRODUCT
55
SPRINT Lifecycle Time-Boxed
2 4 WEEKS
56
SPRINT Review
Keys to a Successful SHOW ME Session

1. Plan a "Show Me" session at the beginning of each Sprint.

2. Hold the "Show Me" session the week AFTER the Sprint is scheduled to complete.
3. IdenPfy who will present on day 1 or 2 of the Sprint. Do not have a partner or
ServiceNow deliver the "Show Me" session.
4. Put the "Show Me" session on calendar (invite stakeholders, execuPves, your
5.
6.
7.
8.
scrum team, and others as appropriate) - do this right away so that the date &
Pme is locked down.
Create an Agenda for the "Show Me" session, include a project status at the
beginning to let everyone know where you are in the overall project.
Create scripts where needed.
Do a dry run with just the scrum team - - pracPce your "Show Me" session.
Put the dry run on calendar at the same Pme you put the actual "Show Me"
session on calendar.
57
SPRINT RetrospecCve
Focus on ConPnuous Improvement
1. What went well this Sprint?
2. What can we improve next Sprint?

Examples
Development environment
Internal processes
CommunicaPon within the team
Dedicated resources for tesPng
58
SCRUM How does it t together?
Release 1
Sprint 1
Story
Task
Task
Story
Task
Task
Sprint 2
Story
Task
Task
Story
Task
Story
Task
Task
Task
Task
59
SCRUM Stories

As a customer,
I want to search for a
book by Ptle
so that I can nd the book
I want
Stories should:
Be understood by the
enPre team
Lack technical details
Contain a jusPcaPon
I will know this is done when I can

1. Enter key words and see a list
matching those key words
2. Enter a book Ptle and see any
matches of that Ptle
3. Enter a book Ptle and see
suggesPons for similar Ptles if
there is no exact match
* Thanks Ron Jeries!
STORIES - captured & tracked in StartNow
61
SCRUM TesCng Approach
62
Quick & Easy Dashboards
63
Story States
Moving stories through the AGILE process
Draw
Ready
Work in
Progress
Ready for
TesPng
TesPng
Complete
64
Story States
State
Draw
DeniCon
Story is being drawed requirements are pending. If assigned a draw story, we need
addiPonal informaPon added into the story. Once you feel the story is complete, move it into
a Ready state and assign it to the appropriate SysAdmin.
Story is ready for development.
Ready
Work in
Progress
SysAdmin puts the story into a Work in Progress state when he/she begins working on the
story. Development is in progress (includes peer developer tesPng) - all Unit TesPng is
completed here.
Ready for
TesPng
SysAdmin puts the story into a Ready for TesPng state when he/she has completed the
development and unit tesPng of the story. The story is waiPng for someone to validate that
the story is complete. TesPng is done at the story level only, and is usually done by the author
of the story, the process owner, SME of the theme, or designated tester.
TesPng
Story is acPvely being tested by author, process owner, SME, or tester. If a problem is found,
move to WIP, update Work Notes, and assign story back to the SysAdmin. If no issues are
found, move to Complete unless someone else needs to test. If someone else needs to test,
leave in TesPng state, update Work Notes, and assign story to next tester.
Complete
Development, Unit TesPng and preliminary User TesPng completed successfully this story
can be promoted from DEV to TEST for a more formal set of end-to-end QA/UAT tests.
65
Story Points
1 Hour = 1 Point
EsPmate # of Hours to Develop/Congure/Script/Customize
EsPmate # of Hours to Unit Test/Peer Developer Test
EsPmate # of Hours to Iterate the story 3 Pmes with User TesPng

Draw
Ready
Work in
Progress
Ready for
TesPng
TesPng
Complete
66
Blocked Stories
Indicates whether a team
member is prevented from
making progress toward
implemenCng a story.

You can specify Yes by

checking the box, or you
can leave it blank.

If Yes, you must

provide the Blocked
Reason.

67
Priority
Priority
DeniCon
CriCcal
This story is considered a criPcal show-stopper, it resolves a

criPcal issue where there is no workaround, it must be
included in order for the next release to be deemed
successful.
High
Moderate
Low
This story is considered high impact, although there may be

a workaround, it should be included in the release because it
brings great business value, and/or impacts numerous users.
This story is considered a moderate priority, it has an
acceptable workaround and/or aects a small subset of
users. This story is opPonal based on resources, Pme and
risk.
Priority
4 - Low
3 - Moderate
2 - High
Total
Count
Percent
46
86.79%
6
11.32%
1
1.89%
53
This story is considered a low priority, it is a nice to have that

isnt immediately required. This story is opPonal based on
resources, Pme and risk.
68
Scrum / Sprint MeeCng Layout

Monday
Week
1
Week
2
Tuesday
Wednesday
Thursday
Friday
15 Min - Scrum
15 Min - Scrum
15 Min - Scrum
15 Min - Scrum
60 Min --
Knowledge
Transfer
60 Min
Sprint Planning
Monday
Tuesday
Wednesday
Thursday
Friday
15 Min - Scrum
15 Min - Scrum
15 Min - Scrum
15 Min - Scrum
15 Min - Scrum
60 Min --
Knowledge
Transfer
60 Min
Show Me
Session
15 Min Sprint
Retrospect
69
SCRUM MeeCng 3 QuesCons asked Daily

1.What did you do yesterday?
2.What will you do today?
3.Are there any road-blocks in your way?
Any road-blocks that are raised become the
Scrum Masters responsibility to help the team
resolve as quickly as possible.
70
Sprint - CriCcal Success Factors
Check your queue DAILY using the Dashboard

Dont re-assign a story unless you add Work Notes
Understand the tesPng plans for your Theme (i.e. who
tests rst, second, third (where applicable)
If its complicated, get on the phone
If a Story is blocked, indicate why & who
Add Work Notes before marking Complete
Be ready to SHOW & TELL - - Be a Teacher
71
Overall Project - CriCcal Success Factors
Key Decision Makers

Leverage of UTPA resources (SysAdmins)
Adherence to out of the box (OOTB) funcPonality
whenever possible
Agile Development Methodology
OrganizaPonal Change Management
Incremental TesPng
User Training
GO-LIVE
72

QuesCons?
2014 ServiceNow
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ServiceNow
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Rights Reserved
73
Remaining Slides are for

Project Team Only
74
IntroducCons
Your Name
Role
Something
IntroducPons
Personal
One thing you
want to gain
from this project
> a pain point
you would like
addressed

75
Housekeeping
FaciliPes
Breaks
Lunch Plans
Daily unPl ~
5:00 PM
See details
on Agenda

76
4-Day Agenda
DAY 1
7/21
UTPA /
ServiceNow
Kicko
StartNow
Methodology
Overview
QuickStart
Package Whats
included, whats
not included
Incident Mgmt
Process &
Requirements

DAY 2
7/22
Review Day 1
Summarize
Incident Stories
Problem Mgmt
Process &
Requirements
Change Mgmt
Process &
Requirements

DAY 3
7/23
DAY 4
7/24
Review Day 2
Summarize
Problem &
Change Stories
CMDB Review
& Requirements
Service Catalog /
Employee Self-
Service Process &
Requirements
Review Day 3
Summarize CMDB
and Service
Catalog / ESS
Stories
Review Product
Backlog &
EsPmated Points
Discuss Sprints
Schedule Agile/
Scrum MeeCngs
Review RIDAC

77
Workshop ObjecCves
Establish a common understanding of the
project (scope, Pmeline and method of

delivery)
Walkthrough Incident, Problem, Change,
and Service Catalog workows
IdenPfy requirements that will be input into
StartNow as stories
IdenPfy the key players people who will
parPcipate in the Sprint cycles
Note: This session will not include
ServiceNow training
How many have taken eFoundaPons?
SysAdmin Training?
78

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ServiceNow

July 21, 2014 July 24, 2014

2014 ServiceNow All Rights Reserved

Dr. Jerey Graham, VP

ITSM Program Update

ITSM program began August 2013

2014 ServiceNow All Rights Reserved

UTPA Demographics & IT Facts

2014 ServiceNow All Rights Reserved

UTPA Demographics & IT Facts

Located in Edinburg, Texas

UTPA OrganizaConal Chart

2014 ServiceNow All Rights Reserved

2014 ServiceNow All Rights Reserved

Current Pain Points

2014 ServiceNow All Rights Reserved

Goal & ObjecCves

Process owners will champion their processes

2014 ServiceNow All Rights Reserved

Key Business Outcomes

Fulll University Goals

2014 ServiceNow All Rights Reserved

CriCcal Success Factors

2014 ServiceNow All Rights Reserved

2014 ServiceNow All Rights Reserved

2014 ServiceNow All Rights Reserved

2014 ServiceNow All Rights Reserved

Professional Services Support Team

Sr. Engagement Manager

Commercial Account ExecuPve

Business Process Consultant

2014 ServiceNow All Rights Reserved

SN for the Enterprise

Forbes - April 2014

2014 ServiceNow All Rights Reserved

ServiceNow Delivers a Consumer Experience on Any Device

2014 ServiceNow All Rights Reserved

ServiceNow is The Enterprise IT Cloud

2014 ServiceNow All Rights Reserved

High Availability, High Performance and Global Scalability

2014 ServiceNow All Rights Reserved

Thousands of Companies Around the World Rely on ServiceNow

2014 ServiceNow All Rights Reserved

Ge\ng Ready for SN at UTPA

How can I get ready for ServiceNow?

Once were in producPon, how do I grow my knowledge?

How important is UTPA to ServiceNow?

How is the UTPA ServiceNow Environment Setup?

2014 ServiceNow All Rights Reserved

2014 ServiceNow All Rights Reserved

ServiceNow Corporate Website

Demo Site & Support Landing Page

ServiceNow Wiki Product DocumentaCon

Product Overview & DocumentaPon

Join the best IT thinkers for discussion, collaboraPon, and

QuesPons & Answers

ServiceNow Social Media

Follow our ServiceNow company page

2014 ServiceNow All Rights Reserved

Discover the Power of Now

2014 ServiceNow All Rights Reserved

Sign Up for ServiceNow Newsle`er