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.
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 service 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 3/27/2013 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
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.)