Managing Business Service Onboarding

Lasse Koch
Reporting Manager
Damco International

Peter Ravnholt
Service Management Consultant
BusinessNow

2014 ServiceNow All Rights Reserved

 Setting the scene
Pace over perfection in a global environment

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Agenda

The presenters & Damco International

The ITSM journey Transparency & doing more with less

The On Boarding Framework

The On Boarding Model

Engagement & communication

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The presenters

Lasse Koch Peter Ravnholt

- www.damco.com www.businessnow.dk
Reporting Manager Service Management Consultant/Trainer
ServiceNow Admin 10 years experience in DK & AUS
Worked with ServiceNow since 2012 Worked with ServiceNow since 2010
dk.linkedin.com/in/lassekoch/ Selected SME for AXELOS ITIL Portfolio
dk.linkedin.com/in/peterravnholt/

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Damco International Part of the Maersk Group

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Damco International Part of the Maersk Group

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 The ITSM journey
Organization and
sourcing (2014)

Focus on
Global support organization
Guiding principles
Roll-out / adaptation
Sourcing of AM resources Pace over perfection
(late 2013) One ITSM tool
Transparency
Creating transparency
Maturity Focus on Doing more with less
Quality NGAs
Efficiency/savings Building the Unified processes
essentials (2013) One SM Tool
Reporting

Focus on
Global Applications and Global
Infrastructure
Central Organization
Unified processes
One SM Tool
Creating transparency

Focus on Central Focus on Regions Way Global Support organization

Essentials of working and sourcing

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 The Onboarding Framework
Damco needed to implement ServiceNow
through the organization on all Global
application support models.
Immediately understood that a need for
controlling this rapid onboarding was crucial.
Developed a process to ensure onboarding
and created a custom application to log all
data.

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The Challenges: Onboarding Global Business Services at the speed of light

Challenge 1 Challenge 2 Challenge 3

Rapid on-boarding to ensure Ensuring data scope & quality Engagement & communication
transparency and control with stakeholders

No common support No common data No common

structure structure for support engagement model
activities
Different tools in use No structured
No agreed guidelines communication
No unified processes for reporting
Different reporting Complex stakeholder
No general accountability repositories without structure across the
on incidents/requests common structure world.

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 Designing The Onboarding Framework

Stakeholder Preparation Data Gathering Data Load & Training

Engagement & Planning & Validation Verification

Communication
Stakeholder
Analysis Data Plan Data scope Data load Snow Support
Engagement Com Plan Quality Data verification ITIL Users User Amin
Model Training Plan Responsibility Sign off Super Users

Follow up & Enhancement/

Reporting
FAQ sessions Improvement Log

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Engagement Model

XML
Regional
Super
User Damco Vendor
Assignment ITSM Tool
groups
Vendor Y
Self Service Portal
Super
User

Application
Support Vendor
Assignment
groups
Engagement Model:
Users A model showing the interfaces between the Vendor X
Customer Environment customers/users, Super Users, Application
Support and Vendors

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 Onboarding Applications/Services
in ServiceNow
Custom built application to log all new
applications/Services being onboarded.

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Defining Business Services Understanding value & context
Service Value & Context
Service Functionality
Value Description
Business activities/outcomes
supported
Business Criticality
Business Units supported
User Capability
Similar Services
Service Prerequisites
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MODS ( Maersk Logistics Operations and Documentation
System) handles all information on the shipping process. This
includes information on the physical handling of cargo to
shipping documents.
DAMCOs core system for supply chain management.
Manages all SCM shipments from vendor booking to delivery.
BIF = 1.00
COO
Enables users to enter details of all shipments from vendor
booking to delivery.
Kewill ( Freight Forwarding counter-part)
Mainframe access id, eg. MLAPMSBR. Access to the
Mainframe and MODS specifically.
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Onboarding Applications/Services in ServiceNow

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Onboarding Applications/Services in ServiceNow

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 Managing and controlling
application/service onboarding in
ServiceNow
The Framework is used to easily control and
monitor how the onboarding of
applications/Services is progressing.

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Managing and controlling

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Managing and controlling
Notifications and expected
delivery dates
Notifications to the assigned to a week
before expected delivery date.
Notifications to business owner and
Application Lifecycle Manager if
expected delivery date is passed.
No SLAs defined. Everything is
controlled together with the
stakeholders via the expected delivery
dates.
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Dashboards and regional Control for
optimized speed of onboarding.
Upper Management and Project Managers has
access to Dashboard overviews to quickly see
progress.
Dashboards now split in regional views
gives regions possibility to monitor and control
progress themselves Ensures focus and
progress from all stakeholders.
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 Moving from an onboarding to a transition
framework
As the Framework evolved and new
integrations was made to ServiceNow, we
have seen it change from an onboarding to a
transition framework.

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From Onboarding to Transition

Service Service Service Service

Strategy Design Transition Operation
Requirement
Management

Requirements Service
IT/Business description CI Components CI Components
Acceptance Architecture Relationships Relationships

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Top Takeaways

Top management commitment to drive Pace over perfection

Know your stakeholders and ensure engagement & communication with them

Ensure that data collection is based on standards and defined validation criteria's

Ensure stakeholder accountability and responsibility (IT to help and facilitate)

Ensure follow up and responsibility for reinforcement of required behavior

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Questions

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 Thank you
Lasse Koch Peter Ravnholt
Reporting Manager / ServiceNow Admin Service Management Consultant
Damco International A/S BusinessNow
lasse.koch@damco.com pr@businessnow.dk

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