Service Desk & ServiceNow - Schedschd.ws/hosted_files/2016techsummit/58/Service Desk &...
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Service Desk & ServiceNow Matt Lacy Tracy Persky Senior IT Manager Senior IT Manager Help Desk Central Texas A&M Information Technology
Transcript of Service Desk & ServiceNow - Schedschd.ws/hosted_files/2016techsummit/58/Service Desk &...
Service Desk & ServiceNow
Matt Lacy Tracy PerskySenior IT Manager Senior IT Manager
Help Desk Central Texas A&M Information Technology
My First Car1986 Pontiac 6000
Keystone
• Developed In-House
– Circa 2000
• Little Reporting
• No ITIL Framework
• No Collaboration
• No Self Service
• No Knowledge Base
• High Institutional Knowledge Required
ServiceNow
• Best Practices
– ITIL Framework
• Incident Management
• Problem Management
• Customer Relationships
– Knowledge Base
ServiceNow
• Accountability
– Self Service Portal
– Customer Satisfaction Survey
• Collaboration
– Other TAMUS ServiceNow Users
ServiceNow
• Innovation
– Cisco UCCX
– Kiosk Check-In
ServiceNow OnboardingTracy Persky
Senior IT Manager
Texas A&M Information Technology
My First Car1978 Chevrolet Nova
Who is using ServiceNow?Across The System
Texas A&M Engineering Experiment Station
Texas A&M Engineering Extension Service
Texas A&M University – Central Texas
Texas A&M University – Commerce
Texas A&M University – Galveston
Texas A&M University – Qatar
The Texas A&M University System (Business
Computing Services, BPP, and FAMIS)
Who is using ServiceNow?At Texas A&M University
Division of Student Affairs
Dwight Look College of Engineering
Enterprise Information Systems (Howdy)
Instructional Media Services
Instructional Technology Services
Open Access Labs
Texas A&M Information Technology
Currently Onboarding
Texas A&M Transportation Institute
Texas A&M University School of Law
First Steps
1. Assign a Project Manager, define the scope
and timeline.
a. Rollout to entire unit, or one group at a time?
b. What applications will you use?
c. What type of licenses will you purchase?
Standard or TAMU Custom? How many?
2. Assign appropriate personnel and ensure
adequate resources to meet timeline.
3. Train all involved staff in ITIL® Foundations.
First Steps (continued)
4. Purchase licenses from Carahsoft®.Custom License: $21.58 per month, per user (pools of 5)
Standard License: $64.74 per month, per user
5. Take the ServiceNow Fulfiller training (free
online videos).
6. Primary staff need to take the ServiceNow
Advanced training course (in person or via
WebEx) provided by Texas A&M IT.
7. Work with Texas A&M IT to ensure a smooth
onboarding process and policies are followed.
Applications Available with
TAMU Custom License
• Incident Management
• Service Catalog/Request Management
• Employee Self-Service
• Knowledge Management
• Configuration Management Database (CMDB)
• Graphical Workflow
• On-Call Scheduling
• Postmaster
• Appointment Scheduler
• Reporting
Applications Available Only with
Standard License
• Apps that are available with the Custom License
• Asset Management
• Change Management
• IT Cost Management
• Problem Management
• Project/Portfolio Management
• Release Management
• Software Development Lifecycle (SDLC)
Management
Base Package of Onboarding
Services
• Assist with the Customer Onboarding Form.• Create or Edit Company Record.
• Create 2 ITIL groups (Admin and User), one parent group, and up to 3 assignment groups.
Parent GroupTTI
Parent Assignment Group
NIS (TTI)
Assignment GroupDevelopment (TTI)
Default Assignment Group
NIS Help Desk (TTI)
Assignment GroupInformation Security
(TTI)
Base Package of Onboarding
Services (continued)
• Create business services and classifications (up to 3 business services with up to 2 classifications –help request or incident).
Base Package of Onboarding
Services (continued)
• Set up one email queue (inbound/outbound).
• Add up to 10 emplocs to departments. This relates each employee to the correct unit.
• Meet with the customer to review the project and confirm operation of setup.
• Up to 6 hours of extended support.
Up to 27 hours at a flat rate of $3,375.00
Learn More
• ServiceNow Website: http://servicenow.com
• ServiceNow Wiki: http://wiki.servicenow.com
• ServiceNow Open Demonstration Website: http://demo.servicenow.com
