10/1/2012

Participants:

Brighid Whelan, NEUITSM Program Manager
Jack Julio, NEU ServiceNow Business Systems Analyst
Barbara Goguen
Chris Gresham
Oliver Thomas
Jozsef Dozci
Garry Zacheiss
Anne Silvester
Pat Sheppard

Northeatern University transitioned from Remedy On Premise to ServiceNow in the spring of 2010.  They have implemented request (including a service catalog), incident, and change.  They have not yet considered CMDB and asset management.  This demonstration focused on the customer view of the service catalog as well as lessons learned from the implementation.

Features

• the knowledge base is a separate tool (RightAnswers) that ServiceNow links out to
• request/service catalog includes a shopping cart and pricing
• customizable forms
• used as front end for other systems like Purchasing System and Banner
• links out website and other applications
• all data stored in ServiceNow
  • feeds from Banner nightly
  • ServiceNow server can be set up to query other systems of record
• roles based views (internal and external)
• service catalog links can be embedded in other websites
• email notifications regarding outages (e.g. IT Leads)
• Bomgar integration
• schedule reports to run at specific times
• schedule appointments with end users (e.g. DITR)
  • arrives as Outlook invitation
• you can survey customers and report against responses

Implementation and Support

• need to have java script expertise
  • easy to modify once you know how
• ideally you would have one business analyst and one developer/administrator for maintenance, support and enhancements
• need governing principles
  • how the tool is used internally
  • how to prioritize requests for changes
    • look at customer impact
    • prioritizing work to optimize the customers experience