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TxDOTNow Managing Enhancement Requests

TxDOTNow Managing Enhancement Requests. IT Customer Relations Office, Service Desk December 2012. Topics. Review TxDOT’s Current Enhancement Request Process Lessons Learned Still a Work in Progress. Overview. Background on ITSM implementation

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TxDOTNow Managing Enhancement Requests

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  1. TxDOTNow Managing Enhancement Requests IT Customer Relations Office, Service Desk December 2012

  2. Topics • Review TxDOT’s Current Enhancement Request Process • Lessons Learned • Still a Work in Progress

  3. Overview • Background on ITSM implementation • TxDOT’s ITSM Environment: six system administrators, one process engineer, six instances, ongoing improvements and tweaks • Monthly Release • Request Approval Task Update Set Release

  4. Submitting an Enhancement Request • Service Catalog item • Used by IT employees, end-users, project team, and system administrators • Used for enhancements as well as “fixes”

  5. Approval Process • Group Approval generated • Approve or reject request based on ITSM policies and procedures • Reject closes Request and notifies submitter

  6. Task for ServiceNow Admins • If approved, TASK is generated and assigned to ServiceNow Admins group • Assign tasks amongst admins in a weekly system admin meeting • Test in SANDBOX  create update set in DEV  UAT testing in TEST

  7. Update Sets • Each update set contains TASK number(s) and description of work done • Each admin must document their own tasks in update sets • All work done in update sets should tie back to a TASK and vice versa

  8. Monthly Release Task • A Release Task (RTASK) is created for each monthly release • Purpose is to document changes made in each release • Update set names and descriptions are detailed TASK  Update Set  RTASK All TASKs are documented in update sets. Multiple update sets are used for monthly release. Generated from original request. Admins document and work from these tasks. One RTASK per monthly release. Used to roll-up all update set changes.

  9. Publishing the Release • Prior to release date • Admins test each other’s work in DEV • Group consensus on update sets to promote to TEST • UAT testers given test scripts • One admin copies all update set descriptions (TASKS) into the RTASK for that month’s release • RTASK information used for release notes that are published as a KB article • Release date • Post scrolling news with Release Notes • One admin commits update sets

  10. Review • Lessons Learned • Functional update sets work best • Too many update sets per month can be confusing • Keep DEV clean • Still Learning…. • Refine schedule of pre-release tasks • Prioritize tasks to identify those that need to be worked on first or that must be included in next release

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