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 | 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 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 |
2/27/2013 | 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 |
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 |