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

2. 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.

3. 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.

4. Project Management Maturity

5. 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.

6. 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

7. 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 – -pmo-do/

8. 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

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

10. 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

11. Project Intake Form

12. Demand (DMND)

13. Project Record (PRJ)

14. Active ITS Project Portfolio
Screenshot or Flip to view

15. 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

16. 2017 Project Statistics

17. 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

18. Questions? Comments? Suggestions?
Thank you!
Questions?
Comments?
Suggestions?