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 Start Date |
Proposed End Date |
Milestone |
Commitment |
Crit.Path |
Category |
Resources (hours) |
Resources Description |
|---|---|---|---|---|---|---|---|
10/1/2013 |
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. Will include Network staff as well for Microsoft Product request fulfillment. |
|
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.)
Additional brainstorming notes:
