Professional Documents
Culture Documents
KICKOFF
&
PROCESS
WORKSHOPS
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
2014
ServiceNow
All
Rights
Reserved
Janie
Palacios
Helena
Agronow
Program background
ExecuCve Overview
Q & A
IT OrganizaConal Chart
h`p://www.utpa.edu/dit/about/les/IT-Org-Chart.pdf
2014
ServiceNow
All
Rights
Reserved
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
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.
10
Measure,
Improve
Address
and
resolve
current
pain
points
11
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
A`endees
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
Title
Role
Helena Agronow
Project Management
Rod Godfrey
Technical Consultant
ApplicaPon Development
Grant Clarke
PracPce Manager
Sales Liaison
JusPn Castro
Sales RepresentaPve
TBD
Curriculum Developer
Training
Ginger Poon
Engagement Manager
Shadowing Only
Vijay VempaP
Shadowing Only
16
Agenda
17
18
ServiceNow EvoluCon
Business Impact
Service
RelaPonship
Management
ERP/IT
IT
Service
Management
Help
Desk
Help
Desk
IT OperaPons
InformaPon Technology
Enterprise
Community
Served
2014
ServiceNow
All
Rights
Reserved
19
IT
Service
Management
Service Relationship Management
Sales
Services
Marketing
Legal
Procurement
Finance
Operations
Facilities
Human Resources
Service Providers
Information Technology
20
21
Enterprise IT
Infrastructure
Developers
Sales
Finance
Human Resources
Shopping
Entertainment
CommunicaCons
Department
Consumer
22
5
Engineering
Centers
12
Datacenters
2014
23
24
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
27
28
ServiceNow
Community
community.servicenow.com
Forum
29
30
knowledge.servicenow.com
Register
View
Agenda
Convince
Your
Boss
Tools
Become
a
Presenter
InnovaPon
of
the
Year
31
To-Do
List
Remember
to
complete
the
following
items:
32
Training
Services
Our
typical
audiences
End Users
Process
Users
Incident
Managers
Problem
Managers
Change
Managers
System
Admins
Developers
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
2
Years
+
34
When
do
surveys
take
place?
What
quesCons
are
asked?
What
happens
to
the
survey
scores?
1.
2.
3.
4.
35
36
StartNow!
37
38
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
41
Phase 3
Phase 2
Service
Catalog
CMDB
Change
Problem
Incident
42
43
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
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Rights
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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
46
StartNow Methodology
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
49
Project
Plan
Predened
and
loaded
into
your
instance
50
51
RIDAC
Type
Type
DeniCon
Examples
Risk
Something
is
about
to
occur.
Issue
Something
has
happened.
The
Incident
process
owner
was
not
available
for
any
of
the
workshops.
Decision
Record
a
decision
that
has
The
a`achment
funcPonality
will
NOT
be
provided
to
all
been
made.
end
users.
All
users
with
prole
of
ITIL
user
can
approve
a
change.
AcCon
Change
52
53
AGILE
Manifesto
Be`er
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
DAILY
SCRUM
2
4
WEEK
SPRINT
PRODUCT
BACKLOG
SPRINT
PLANNING
SPRINT
BACKLOG
SHIPABLE
PRODUCT
55
2 4 WEEKS
56
SPRINT
Review
Keys
to
a
Successful
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
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
2014
ServiceNow
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Rights
Reserved
Stories
should:
Be
understood
by
the
enPre
team
Lack
technical
details
Contain
a
jusPcaPon
61
62
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
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.
67
Priority
Priority
DeniCon
CriCcal
High
Moderate
Low
Priority
4
-
Low
3
-
Moderate
2
-
High
Total
Count
Percent
46
86.79%
6
11.32%
1
1.89%
53
68
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
70
71
GO-LIVE
72
QuesCons?
2014
ServiceNow
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Rights
Reserved
2
013
ServiceNow
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Rights
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73
74
IntroducCons
Your
Name
Role
Something
IntroducPons
Personal
One
thing
you
want
to
gain
from
this
project
>
a
pain
point
you
would
like
addressed
2014
ServiceNow
All
Rights
Reserved
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
2014
ServiceNow
All
Rights
Reserved
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
78