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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.

Advanced Tables - Table Plus

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Proposed Date	Milestone	Commitment	Crit.Path	Category	Resources (hours)	Resources Description
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		15	Some hours from ITSM core team members, working with a trainer/writer

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 etc. (loose mapping to ITSM categories)
Resources: Total number of hours estimated (use Resources Description field to indicate spread, concentration, etc.) Advanced Tables - Table Plus

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Proposed Date

Milestone

Commitment

Crit.Path

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