Taking the Mystery Out of IT Service Management, ITIL & ServiceNow Monday August 5, 1:40-2:50pm

1. Taking the Mystery Out of IT Service Management, ITIL & ServiceNow Monday August 5, 1:40-2:50pm

2. 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

3. Agenda • Brief Overview of ITIL, ITSM, and ServiceNow • Campus Summaries of ITIL and ServiceNowImplementations • Moderator Questions for the Panel • Audience Questions for the Panel

4. 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

5. ITIL Service Lifecycle Stages • Service Strategy • Service Design • Service Transition • Service Operation • Continuous Service Improvement (CSI)

6. 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

7. 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

8. Campus Summaries of ITIL and ServiceNow Implementations

9. 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

10. UC Santa Cruz UC Santa Cruz 2013

11. 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 • 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

12. 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

13. UCSF

14. UC Davis Overview • Campus Overview • 33,300 Students • 8,352 Faculty • 20,410 Staff

15. UC Davis

16. Nisi Vidato UCLA Manager, IT Service Management

17. 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

18. Service Management • Awareness Campaign • Foundations Training • Lunch and Learns • Newsletters • Core project team • Governance • Design Team • Process development • Requirements gathering

19. 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

20. UCLA

21. Moderator Questions for Panel

22. Audience Q&A

23. Optional Slides

24. 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

25. UC Santa CruzScreen Shots 2013 UC Santa Cruz "IT Request"

26. UC Santa Cruz "IT Request" ITS Home Page

27. Service-now ESS Page UC Santa Cruz "IT Request" Service-now.com ESS Page

28. Client/User Homepage Client Name UC Santa Cruz "IT Request"

29. Client/User Homepage UC Santa Cruz "IT Request"

30. 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"

31. Client Incident View UC Santa Cruz "IT Request"

32. ESS Page UC Santa Cruz "IT Request" Service-now.com ESS Page

33. Service Catalog UC Santa Cruz "IT Request"

34. Change Request UC Santa Cruz "IT Request"

35. Knowledge Base/FAQ (partial) UC Santa Cruz "IT Request"