ServiceNow and Project Management STC 2017 – Technology with a Purpose Wednesday, June 21, 2017 Presented by Zach Jones & Duane Theleman, PMP Binghamton University

Duane Theleman, PMP BS in Business Administration with a combined concentration in Marketing/MIS from University at Albany, SUNY in 1993 Industry Experience: Telecommunications, IT, Healthcare IT, Higher Education IT Project Management responsibilities since 2002 PMI Member since September 2009 PMP certification attained in April 2010 ITIL Foundation certificate in IT Service Management attained in November 2014 Current role: Senior Project Manager, Binghamton University, Information Technology Services In my current role, I am responsible for establishing and developing project management standardization and processes for the Information Technology Services (ITS) at Binghamton University.

Zach Jones BS in Management Information System from Misericordia University in Dallas, PA in 2001 Masters in Public Administration from Binghamton University, 2017. Industry Experience: Telecommunications, Higher Education IT Billing and Project Management responsibilities since 2014 RCDD certification attained in May 2015 Current role: Billing and Project Manager, Binghamton University, Telecommunications since 2005 Currently, I am responsible for billing, service orders, and managing the ShoreTel phone systems. I also manage large and small scale telecom projects at Binghamton University.

Project Management Maturity

What is a PMO? Project/Program Management Office “A management structure that standardizes the project-related governance processes and facilitates the sharing of resources, methodologies, tools, and techniques.” – 2013 PMI. A guide to the Project Management Body of Knowledge (PMBOK Guide) – 5th Edition A center of excellence that ensures a consistent approach to PM throughout the organization. – Ten Six Consulting Types of PMO Structures Supportive* - Consultative role to projects…supply templates, best practices, training, etc. Controlling – Provide support and require compliance through various means. Directive – Control projects by managing directly.

What does a PMO do? Develop and maintain PM methodologies, standards and templates Maintain appropriate PPM tools Support reporting, metrics and analysis Supply PM expertise and support to project teams PM Education and training Develop career paths and certifications

Role of a PMO Governance Transparency Reusability Delivery Support Proper decisions Can include audit or peer reviews Ensure accountability Transparency Relevant and accurate information Reusability Don’t reinvent the wheel…provide reusable templates and best practice Delivery Support Reduce bureaucracy, provide training, mentoring and quality assurance Traceability Manage documentation, project history and organizational knowledge * Ten Six Consulting – https://tensix.com/2013/07/what-does-a -pmo-do/

Initial Project Management A few templates for use Project Request Project Charter Communications Plan Status Report Initial ITS Project Portfolio developed (MS Excel) Governance groups were being formed/re-formed ServiceNow engagement began in Aug. 2016

ServiceNow Implementation Live: November 2016 IT Service Management (ITSM) Incident Problem Project Portfolio Management (PPM) Demand Portfolio Project

Project Governance Project Intake Project Request (Demand-DMND) Project Request Review Senior Staff – CIO and 5 Directors Portfolio Business Driver Project Type Approve/Screen/Reject Approved projects – Create a project (PRJ) in ServiceNow

Project Intake Form

Demand (DMND)

Project Record (PRJ)

Active ITS Project Portfolio Screenshot or Flip to view

Active ITS Project Portfolio Project Metrics Portfolio: ESA, Operations & Infrastructure, Security Operations, Technology Support Services, ITS Administrative Office Business Driver: Capital, Strategic, Required Maintenance, External Mandate, Internal Mandate, Security, Innovation Project Type: New Service, Mandate, Defect, Infrastructure Upgrade, Maintenance, Enhancement, Service Improvement Project State: Pending, Work in Progress, On Hold, Closed-Complete, Closed-Cancelled Planned End Date Percent Complete

2017 Project Statistics

ServiceNow – Future goals IT Self Service (Service Portal) Requests Customer Satisfaction Surveys Knowledge Base Change Management Further Project Management development Resource Management Cost Management Additional Project Management growth using ServiceNow

Questions? Comments? Suggestions? Thank you! Questions? Comments? Suggestions?