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.
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Proposed Date | Milestone | Commitment | Crit.Path | Category | Resources (hours) | Resources Description |
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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 | Transition all request forms from the IS&T web site to ServiceNow; identify requests that can easily be handled directly through ServiceNow |
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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.)