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 Cruz Date SNC Application Developers Service Managers Tickets 2012-13 Current Users Assignment Groups 2011: January • Contract Start Date 0 0 0 0 0 2011: June • • • Incident Change Knowledge Base 1 1 43,971 516 1,315 27,111 87 92 113 49 NA 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 UCSF Item Date SNC Application Developers Servic Current e Mgrs Users Contract Start Date 2010: October 2011: January SOM Enterprise 1 0 Initial Production Deployment 2010: April Asset Mgmt – Computers (SOM only) 1 0 Other Production Releases 2010: October Incident Management for Med Ctr IT 1 0 2011: November Enterprise Incident Management 2 1 2012: February Enterprise Change Management 1 2012: May ESS, Knowledge (internal) 2 2013: March Asset Mgmt (computers – desktop support) 1 2013: May SDLC 1 2013: July Asset Mgmt (printers – desktop support) 1 Planned Releases Future Plans 2013: September October November CMDB – Network CMDB – Server CMDB – Application 1 1.5 2014 Discovery 1.5 2014 Problem Management 1 750 IT Users 60 non-IT Users Assignment Groups 251 UC Davis Overview • Campus Overview – 33,300 Students – 8,352 Faculty – 20,410 Staff UC Davis Item Date Service Now Application Developers Community Admins Product 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 UCLA Manager, 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 2010: January Service Managers/ System Administrators 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 Cruz Screen Shots 2013 UC Santa Cruz "IT Request" ITS Home Page UC Santa Cruz "IT Request" Service-now ESS Page Service-now.com ESS Page UC Santa Cruz "IT Request" Client/User Homepage Client Name 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" ESS Page Service-now.com ESS Page UC Santa Cruz "IT Request" Service Catalog UC Santa Cruz "IT Request" Change Request UC Santa Cruz "IT Request" Knowledge Base/FAQ (partial) UC Santa Cruz "IT Request"