1. Service Management @ PSU
Ben Battaglia, Director Enterprise IT

2. Agenda Service Management Background & Timeline Strategic Alignment
Near Term Focus
Roadmap
Release Information

3. ITX Background & Timeline
How Did We Get Here?
Flawed Implementation Plan - implementing too many, unnecessarily heavyweight processes
Program Sponsors departure
Diminished institutional confidence in Enterprise level Service Management
Time is Right For a Reboot, Position Towards Customer Oriented Value

4. Service Management Alignment With Strategy
Enterprise IT Strategy
Enterprise Service Management Alignment
Establish a Cross-University, Shared Vision for IT
Align: Around strategic initiatives including Tier 1 Redesign, IAM Function, Cloud Computing Enablement
Deliver: Stronger customer value in key areas for the institution
Create a Culture of Service
Align: Around customer focused service management processes
Deliver: Value oriented service management practices for our customers, Common definitions and measures, External advisory groups, Application of OCM best practices
Optimize Our Investments
Align: Practical, simplified modes for service delivery at Penn State
Deliver: Enterprise level shared incident model with specific SOP’s backed with robust technology, Evaluate and define value at SM process level, deliver strategies for optimization
Position Technology to be a Differentiator for the University
Align: Broaden evaluation of tools across the spectrum of service management disciplines and PSU key impacted organizations
Deliver: Right tools, right place for IT professionals regardless of organizational entrenchment
Protect our Assets
Align: Partner with OIS, for Service management alignment
Deliver: Common tools and enterprise level processes for our security professionals

5. SMO Near Term Focus – 30, 60, 90 Days
Key artifact development, including Incident Model, Semester kickoff etc. + executive feedback cycles
Deliver SNOW deployment 2; call log, chat & Istanbul upgrade; including training + communication
Job postings / interviews for key positions
60 Days
Socialization and feedback cycles for Key Initiatives
Release 2 & 3 Project Execution & Implementation Planning
SMO project and deliverable Roadmap refinement
90 Days
Implement Process KPI’s and management toolset
Deploy simplified, out of the box knowledge management process
Deploy simplified, streamlined portal
Enterprise incident model implementation planning / Socialization
Key Stakeholder Engagement & Communication
Organizational Structure Review & Planning
Position To Deliver on Key Strategic Service Deliverables

6. SMO Deployment & Release Roadmap
2017: July-September
2017: October-December
2018: January-March
2018: April-June
11 days
100%
Sept. 20
Connect Chat
3 days
Jan. 1
Enterprise Incident Model Planning
2018
Enterprise Incident Model Implementation
1 day
Sept. 20
Call Module
5 days
March 1
Support Chat
10 days
65%
0 days
2018
CMDB
Penn State
5 days
June 1
Work Day Integration
5 days
Onboarding
Jan. 1
Security Operations Onboarding
0 days
11 days
Dec. 1
Knowledge Management 2.0
15%
5 days
May 1
Change Management 2.0
1 day
May 1
Problem Management 2.0
5 days
Cleanup
May 1
Request Management 2.0
4 days
Sept. 20
Istanbul
1 day
April 1
Dashboard Planning
2018
Dashboard Implementation
2017
2017
January 1
Portal P1
Today
2018
Portal P2
2018
Jakarta
2018
Penn State SNow Training
Administrative
2018
Records Management
Manage Change Through Deployment Process

7. Predecessors to Longer Term Strategic Imperatives
Release 1 - September 20, 2017
Call Module
Lightweight tool
Use it to collect initial info. Determine later whether a full record is needed
Geared toward support staff
Connect Chat 
Chat tool for users logged into ServiceNow only
Use it for record processing
Possible single communication thread for major incidents
Istanbul
Standard ServiceNow upgrade
Improves performance
Fixes known bugs
Predecessors to Longer Term Strategic Imperatives

8. Planned Release 2 – December 2017
Knowledge 2.0
Revamp of knowledge management process
Improved customer self-service—more articles, improved self-help
Better information for support staff
Articles better targeted to appropriate audience - multiple knowledge bases
Portal
Streamlined, simplified portal
Integrate with Knowledge process
 Incident Model Planning & Socialization
Comprehensive, aligned incident model
Consistent user experience
Greater transparency
Improvements to incident response process
High Value Strategic Service Management Initiatives