1. Service Delivery Maturity

2. Directions
The following PPT is intended to help you have a conversation internally about the level of service maturity your organization or another department is experiencing and a simple outline of steps that can be considered to help them get to the next level.
Use within your own department for maturity review discussions
Use when discussing current state and goals with other department interested in improvement

3. Transform the employee experience and how work gets done!
Vision
Transform the employee experience and how work gets done!
Source: Information goes here

4. Improve Service Delivery with ServiceNow
A large percentage of organizations are working at Level 1 in terms of Service Delivery
5–Employee Driven Experience
Complex and Specialized Service Workflows
Providing employees with complete end-to-end support
Removing barriers to provide an exceptional employee experience
Making it easier for employees to be productive and innovative
Improved engagement and business results
4 – Self Reliance
3 – Self Service
Standard Service Workflows
Bi-directional Integrations with IS and other Department systems
Empowering employees with easy to use support that is timely and accurate
Enabling the department to work strategically with business partners adding value to the bottom line
2 - Managed Service
Employee Facing Case Management
& Knowledgebase
Service Portal
Chat & Mobile
Basic Integrations
Enabling employees to manage their basic Service needs
Departments becoming less tactical and more strategic
Employee Experience & Dept. Efficiency
Basic Case Mgmt. Tracking Department Cases
Department-facing KB
Adding structure and visibility to employee support and service delivery
1 - High
Dependency
, Spreadsheets
SharePoint
No business visibility, transparency or reporting capabilities
Inconsistent service delivery
Service Delivery Maturity

5. Level 1: High Touch Service Delivery
Employee Experience:
Unstructured service delivery
Employees highly dependent on department for basic needs
Heavy use of for basic questions and support
No central location for all department support needs
Limited or No centralized access to key department information
Limited or No visibility into requests submitted to departments
Limited or No understanding of when to expect an answer or resolution
Slow and unreliable service
Department Experience:
Unstructured service delivery
Time & resources dedicated to administrative and tactical work
Multiple disconnected support channels
Heavy use of and spreadsheet
No knowledge repository for internal use by department
No understanding of the demand on department
No business analytics
No service level agreements or tracking of average handling time
Highly administrative & tactical
1 - High
Dependency
, Spreadsheets
SharePoint
No business visibility, transparency or reporting capabilities
Inconsistent service delivery

6. Level 2: Managed Service Delivery
Employee Experience:
Employee has visibility into the status of their requests/cases
Employee receives notifications regarding the status of their cases
Support channels relatively unchanged (phone, , etc)
Employee expectations managed regarding when they can expect an answer or resolution
Response times are improving
Employee satisfaction is likely on the rise
Department Experience:
Adding structure to Service Delivery
All employee queries tracked, measured and visible
Spreadsheet use on decline
Policies, documents and FAQs centralized in a Knowledgebase
Service levels measured
Basic business analytics
Administrative and tactical work reduced by ~10-20%
2 - Managed Service
Basic Case Mgmt. Tracking Department Cases
Department-facing KB
Adding structure and visibility to employee support and service delivery

7. Level 2: High Level Steps to Execute
Implementation of the following…
Capture Work
Case Management, Request Management
Keep it Simple:
Category: Determine top categories and “other”
Adjust categories as needed based on pattern of “other” requests
Assignment Group associated to categories as they are today
Individuals within group self assign or manager assigns based on current workload
Measure Work
Understand and measure the demands on the department
Align department staffing with actual demands
Determine processes which would provide most value maturing (automating steps)
Incorporate Knowledge
Provide Knowledge articles associated with most common cases & requests
Central location for all knowledge articles associated to

8. Level 3: Service Delivery Maturity
Employee Experience:
Self-service portal – one place to go to for ALL needs
s and phone calls on decline
Employee able to submit cases and questions
Employee able to search for answers independently
Employee able to access the portal, search the knowledge base, submit a case and check the status of a case via mobile device.
Chat becomes a new option for interacting with departments and getting immediate help.
Department Experience:
Structured service delivery
s and phone calls on decline
Employee queries managed via connected and integrated channels
Cases auto routed to the appropriate SME for follow-up
Ability to track and report on Hot Topics (top KB searches)
Service delivery managed via SLAs
Customer satisfaction tracked and measured
Enhanced business analytics
Administrative and tactical work reduced by ~30-50%
3 – Self Service
Employee Facing Case Management
& Knowledgebase
Service Portal
Chat & Mobile
Basic Integrations
Enabling employees to manage their basic Service needs
Departments becoming less tactical and more strategic

9. Three content and Level 3: High Level Steps to Execute layout
Implementation of the following…
Self- Service & Catalog
Self-service portal
Record producers for cases and requests
Catalog of approved request-able items if known
Access to knowledge articles to answer most common case/requests
Social & Mobile
Enable chat capabilities for users to connect with the service provider
Enable mobile capabilities to request and complete work
Ensure that only the fields required to request services and view status are visible on the screen for easy navigation
Integration
Determine what other systems of record have data that should be referenced in ServiceNow to negate the need to use multiple systems or repetitive data entry about employees
User data, Asset Data

10. Level 4: Self Reliance Service Delivery
Employee Experience:
One system of engagement for most employee needs
Standard transactions managed via easy to use workflows
Minimal paper forms
Employee manages 80%+ of basic needs – dependency on departments significantly diminished
Employee satisfaction continues to increase
Department Experience:
Highly structured and centralized service delivery
Standard transactions (and approvals) managed via workflows and IS integrations
Fewer paper forms or approvals
Administrative and tactical work reduced by ~60-70%
Department’s engaging with business partners to focus on key business initiatives
Standard Service Workflows
Bi-directional Integrations with IS and other Department systems
Empowering employees with easy to use support that is timely and accurate
Enabling the department to work strategically with business partners adding value to the bottom line

11. Level 4: High Level Steps to Execute
Implementation of the following…
Mature Self-Service
Catalog containing approved request-able services
Status updates via the workflow
Access to knowledge articles to answer most asked questions
Automation of Process
Use workflow to streamline & manage processes requiring approvals and multiple tasks/assignments
Notifications to requestor regarding status updates
Integration to Information Systems
Create Bi-directional integrations with critical information systems to update single system’s of record related to transactions

12. Improve Service Delivery with ServiceNow
5–Employee Driven Experience
Employee Experience:
No more paper forms
Employee in control of basic needs
More face time with departments on critical employee relations and coaching opportunities
Higher satisfaction with departments and company overall
Making it easier for employees to be productive and innovative in their jobs.
Department Experience:
End-to-end orchestration of complex processes
i.e. enterprise on-boarding, off-boarding
No paper forms or approvals
Administrative and tactical work reduced by ~80%+
Facilitated cross domain activities with other business units
Improved engagement and business results.
Complex and Specialized Service Workflows
Providing employees with complete end-to-end support
Removing barriers to provide an exceptional employee experience
Making it easier for employees to be productive and innovative
Improved engagement and business results

13. Level 5: Steps to Execute
Implementation of the following…
Maturation of Self-Service
Develop Intra-department order guides
Example: Employee onboarding/off-boarding as an example
Continue to add and mature knowledge articles to reduce the number of requests and cases
Maturation of workflow & automation
Continue to mature workflow to include intra-department requests and assign tasks to multiple departments
Example: Employee onboarding/off-boarding as an example
Develop automation within workflow to remove the need for manual tasks such as providing access to systems
Maturation of Integrations
Complex integrations with other Business Technologies to allow for additional data sharing between departments and ensuring security of data
Example: Provide visibility of PII data within ServiceNow iframe with data remaining in system of record vs within ServiceNow

14. Thank you
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