Taking the Mystery Out of IT Service Management, ITIL & ServiceNow Monday August 5, 1:40-2:50pm.

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?

• 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• 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

• Service Strategy• Service Design• Service Transition• Service Operation• Continuous Service Improvement (CSI)

What are some of the potential benefits of ITIL-based ITSM?

• 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 CruzDate SNC Application Developers Service

ManagersTickets 2012-13

CurrentUsers

Assignment Groups

2011: January

• Contract Start Date 0 0 0 0 0

2011: June • Incident• Change• Knowledge Base

1 1 43,9715161,315

27,1118792

11349NA

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

UCSFItem Date SNC Application Developers Servic

e MgrsCurrentUsers

Assignment Groups

Contract Start Date 2010: October2011: January

SOMEnterprise

1 0

Initial Production Deployment

2010: April Asset Mgmt – Computers (SOM only)

1 0

Other Production Releases

2010: October

2011: November

2012: February

2012: May

2013: March

2013: May

2013: July

Incident Management for Med Ctr IT

Enterprise Incident Management

Enterprise Change Management

ESS, Knowledge (internal)

Asset Mgmt (computers – desktop support)

SDLC

Asset Mgmt (printers – desktop support)

1

2

1

2

1

1

1

0

1 750 IT Users60 non-IT Users

251

Planned Releases 2013: SeptemberOctoberNovember

2014

CMDB – NetworkCMDB – ServerCMDB – Application

Discovery

1.5

1.5

1

Future Plans 2014 Problem Management 1

UC Davis Overview• Campus Overview – 33,300 Students– 8,352 Faculty– 20,410 Staff

UC DavisItem Date Service Now

ApplicationDevelopers Community

AdminsProduct 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

UCLAManager, 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 Service Managers/System Administrators

2010: January 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?

• 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 CruzScreen Shots

2013

UC Santa Cruz "IT Request"

ITS Home Page UC Santa Cruz "IT Request"

Service-now.com ESS Page

Service-now ESS Page

UC Santa Cruz "IT Request"

Client Name

Client/User Homepage

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"

Service-now.com ESS Page

ESS Page

UC Santa Cruz "IT Request"

UC Santa Cruz "IT Request"

Service Catalog

UC Santa Cruz "IT Request"

Change Request

UC Santa Cruz "IT Request"

Knowledge Base/FAQ(partial)