This is an early draft of a high-level phased deployment and adoption project plan for ServiceNow in IS&T to support ITSM processes. It features aggressive timelines and key milestones. There is no formal commitment to this plan or to ServiceNow at this time. Proposed dates assume a signed contract and service activation by 9/30/2013. Resources do not show ServiceNow professional services available as part of the contract. Just MIT resources.
Proposed Start Date Proposed End Date Milestone Commitment Crit.Path Category Resources (hours) Resources Description 10/1/2013 10/17/2013 Single Sign-on and LDAP integration Firm 1 Enterprise Integration 20 Small number of hours spread across Touchstone and LDAP OI staff 11/27/2013 Deliver Service Portfolio through ServiceNow, retire portfolio-dev.mit.edu; this is not the public-facing Service Catalog but will have high internal visibility Firm 1 Service Catalog 20 Small number of hours spread across ITSM core team members 12/12/2013 Create two-hour staff orientation class, in person and online, to ServiceNow in preparation for wide-spread adoption Flexible 1 Adoption 15 Some hours from ITSM core team members, working with a trainer/writer 12/12/2013 Transition current Change processes from BMC Remedy to ServiceNow Firm 1 Change 30 Small number of hours spread across current staff requesting and approving changes; larger number of hours from current BMC Remedy admin 1/17/2014 Deliver working prototype request automation for Google Apps account provisioning, password reset, and account promotion Discretionary 0 Request Fulfillment 25 Google API integration, probably via SSH Orchestration feature, some ServiceNow process and ServiceCatalog implementation; easy experiment on low volume production process demonstrating form and process automation skills of ServiceNow 1/24/2014 Implement key User Accounts forms in ServiceNow (mailing list, guest account, others); automate where possible; use as demonstration of process and service automation and request fulfillment Firm 1 Request Fulfillment 30 Spread across various CS/Accounts and OI staff 2/27/2014 Transition all service request forms from the IS&T web site to ServiceNow; identify requests that can easily be handled directly through ServiceNow Flexible 1 Request Fulfillment 40 ist.mit.edu staff, some time from form owners, some time from ITSM core team members; not all forms need to implement fully automated processes; some can continue to send mail, but end-user interface becomes ServiceNow 3/27/2013 Transition all software request forms to ServiceNow, fulfill software requests through ServiceNow Firm 1 Request Fulfillment 60 Some forms may already have moved due to ist.mit.edu moves, but requests still handled through RT; will require close collab between SWRT, VSLS, and ITSM core team members, ServiceNow process implementation and request fulfillment orientation for VSLS and SWRT staff. Will include Network staff as well for Microsoft Product request fulfillment. 6/30/2014 Incident and Problem for Help Desk, CS, and OI transition to ServiceNow; connect with Change? Firm 1 Incident, Problem 400 Various levels of effort across many staff
Question: What is the delta of in-house v. external trainer/writer (including availability, cost, etc)? In other words, do we definitely want to keep this in-house (and can we in this timeline) or should we be looking outside as another option?
Commitment: Firm, Flexible, Discretionary (includes commitment to meet date target)
Critical Path: 1 or 0 (in the critical path for adoption)
Category: Request Fulfillment, Incident, Problem, Change, Service Catalog, Enterprise Integration, Adoption, etc. (loose mapping to ITSM categories)
Resources: Total number of hours estimated (use Resources Description field to indicate spread, concentration, etc.)
Additional brainstorming notes:
