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 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.)