1. Quarterly Enterprise Collaboration Meeting
Thursday, May 16th, 2019
11am-12pm

2. Agenda ServiceNow Quarterly Release Update (April)
Change Management Enhancements (April & May)
Change Process Review – High Level

3. ServiceNow Update Information Systems, ITSM
Sarah Harding, Project Specialist
Information Systems, ITSM

4. ServiceNow Update April 2019 Release
*New* Manager of Manager’s Homepage
The new “Manager of Manager's” homepage compiles a collection of useful reports, similar to the existing “Manager’s Homepage”.
This should provide an efficient way for Senior Managers and above to view their team's ServiceNow activity.

5. ServiceNow Update April 2019 Release
Manager of Managers

6. ServiceNow Update April 2019 Release
Manager of Managers

7. ServiceNow Update April 2019 Release
Manager of Managers

8. ServiceNow Update April 2019 Release
ITIL (Teammate) Dashboard
We have updated the ITIL and Manager homepages to include updated widgets that present at-a-glance information for multiple task types, including Incident, Incident Task, Catalog Task, Change, and Problem.

9. ServiceNow Update April 2019 Release
ITIL (Teammate) Dashboard

10. ServiceNow Update April 2019 Release
Manager Dashboard

11. ServiceNow Update April 2019 Release
Reporting: *New* Dynamic Filter
There is a new dynamic filter named “One Of My Employees (Managers)”.
This new filter queries the User Table for managers reporting to the user running the report and is useful for Senior Managers and above interested in viewing ServiceNow data for their management teams.

12. ServiceNow Update April 2019 Release
“Enhancement to ServiceNow” catalog item
We have renamed and updated the "ServiceNow Enhancement Request" catalog item to “Enhancement to ServiceNow”, this form allows users to generate ServiceNow Ideas and Enhancements.
This was done to allow better use of this request form, limit erroneous submissions, increase idea generation from the user community and provide better information for review and processing associated TASKs. 

13. ServiceNow Update April 2019 Release
SN Automated Paging Migration
We migrated our SN Paging API webservices off of the existing AI platform and onto the new CA WebAPI Gateway services management platform on 4/25. This was critical to secure the continued integrated with Partners CCT.
We created an additional, dedicated PRD MID server, associated with a secondary Partners back up server that can be “failed over” to in the event of a planned or unplanned downtime.
(Management, Instrumentation, and Discovery (MID) Server is a Java application that runs as a Windows service or UNIX daemon on a server in your local network)

14. Questions?

15. Change Management Enhancements
Rob Smith, Enterprise Change Manager
Information Systems, ITSM

16. ServiceNow Change Form Updates

17. ServiceNow Update April 2019 Release

18. ServiceNow Update April 2019 Release
Change Management: *New* Notifications now include list of Impacted CIs

19. ServiceNow Update April 2019 Release
Change Management: *New* Tab (Changes Affecting CI) added to the CI record
A new tab (Changes Affecting CI) is added to the Related Links at the bottom of a CI record.

20. ServiceNow Update May 2019 Release
Change Management: Service Outage & End User Impact fields
End user impact field has been added as a drop down with the following choices:
Yes / No / Intermittent degradation
If there is a service outage, with no end user impact listed, an additional “End user impact reason” field will open up requesting a reason. Outage start & end date and times will remain required.

21. ServiceNow Update May 2019 Release
Change Management: Remove “Requesting Group” & “Request Item”
The “requesting group” and “request item” fields will be removed from the change form. A requester is often a member of multiple groups, so this field was removed to avoid confusion. The associated request item can be viewed from the “requested items” related list at the bottom of the change.

22. ServiceNow Update May 2019 Release
Change Management: Update “ Change Summary- in easily understandable terms” to “Change Description”
The label for “Change Summary” has been updated to “Change Description”. There is a 1,000 character maximum to prevent users from copying and pasting in large text excerpts, and to promote the entry of clear and easy to understand descriptions.

23. ServiceNow Update May 2019 Release
Change Management: Update “ Justification” to “Justification for Change”
The label for “Justification” has been updated to “Justification for Change”. The “Business reason for change window” has also been updated to “Justification for Timing”. The justification for timing field has converted into a structured data field, to promote standardized data collection and ease of reporting. Formatting has also been added to the change record for ease of viewing.

24. ServiceNow Update May 2019 Release
Change Management: Update “ Justification” to “Justification for Change”
New options for “Justification for Timing” include:
Slow period for application/service
Site is closed
Vendor/staff availability
Standard Maintenance Schedule
Use free text field – opens up a free text field associated with justification fields

25. ServiceNow Update May 2019 Release
Change Management: Update “Test plan” field into a drop down with the associated attestation question: “Tested the plan”.
New options for “Test plan” include:
Attached document
Link to procedure (SOP)
Use free text field – opens up a mandatory free text field

26. ServiceNow Update May 2019 Release
Change Management: Update “Implementation plan” field into a drop down.
New options for “Implementation plan” include:
Attached document
Link to procedure (SOP)
Use free text field – opens up a mandatory free text field

27. ServiceNow Update May 2019 Release
Change Management: Enhancements to “Copy Change”
The “Copy Change” button will now create copies of associated change tasks. Prior to this enhancements, the change tasks were not copied over.

28. ServiceNow Update May 2019 Release
Change Management: Enhancements to “Change Freeze”
When a change freeze is added to the change freeze calendar, SN will now check existing changes and... 
a) cancel any changes that fall in that new change freeze window  b) create a copy of the change request (and clear start and end dates)  c) reassociate the change tasks from original change to the copied change  d) notify all parties 

29. High Level Change Process Review

30. What is a Change?
The addition, modification or removal of anything that could have an effect on IT services.

31. What is Change Management?
Standardized methods and procedures used for efficient and prompt handling of all Changes to control IT infrastructure, in order to minimize the number and impact of any related incidents upon service.
* 80% of unplanned outages are due to ill-planned changes made by operations staff or developers. 

32. Benefits of Change Management
Strong alignment of IS services to the needs of our business
Increased visibility & communications of Changes
Increased productivity and less disruption
Fewer urgent and backed-out Changes
Greater ability to absorb large volume of Changes
Enhanced business perception of IS

33. Core Elements of Change Management

34. Process Overview Significant Minor Pre-Approved SOP Change Sub-Types
Risk is high & impact is all users
Minimum lead time: 30+ days
Meetings: CEB & CAB
Major
Risk is medium & impacts site(s)
Minimum lead time: 7+ days
Meetings: CAB
Significant
Rick is low & impact is department(s)
Minimum lead time: 2+ days
Meetings: None
Minor
Risk very low & impact is ?
Minimum lead time: None
Pre-Approved
Document Repository
No recorded change
SOP
* The change type is automatically calculated by change sub-type & lead time.

35. Change Implementation and Post Implementation
Change implementations need to happen as scheduled
Communications and Business Impact depend on accurate scheduling
Post Implementation Review (PIR)
Monitor Change after implementation to ensure working as designed
72 hours after the change end, system sends notification to requester
Requester must acknowledge:
Successful, Successful with issues, Failed, Cancelled or Rescheduled
YOUR ROLE: Ensure Changes are completed on schedule.
YOUR ROLE: Ensure monitoring of Changes and acknowledgement.

36. Change Freeze Periods: Two Types of Freezes
Unscheduled
Last minute and unannounced events or visits
Local emergency
Scheduled
Events with gatherings of large crowds
Planned future critical application upgrades
* Note: there is an exception process for needed changes.

37. Your Role in Change Management
Enforce Change Management Process with Teams
Submit Change Requests and represent them
Complete in the Change window
Update and close the Change Record
Adhere to Change Freezes
Carefully Review Changes when Approving
Is there an outage during the Change?
Is user communication and department coordination needed and done?
Are fields accurate & complete, including: type, sub-type, and planning?
Enforce Configuration Management
Is the Configuration Item (CI) record(s) complete and relationships mapped?

38. Questions?
Change Management “Perfectly Normal Award”

39. Questions?

40. Appendix

41. Change Management Agenda
What is a Change?
What is Change Management?
Benefits of the Process
Core Elements of the Process
What is a Change Freeze?
Questions?

42. Change Management Meetings
Daily Operations Brief: 7:45 AM Daily Call
Review all Significant and Major Changes for the next 24 hours or weekend.
YOUR ROLE: Attend, question, and provide input.
Change Advisory Board (CAB): Weekly
Review and advise on implementation & impact of Significant and Major Changes.
YOUR ROLE: Ensure thoroughness and preparedness of Changes.
Change Evaluation Board (CEB): Bi-Weekly
Advanced review, planning, and strategy for enterprise Major Changes.
YOUR ROLE: Ensure thoroughness and preparedness of Changes.

43. Change Management Metrics for 2018
Change Type:
Total Changes – 11,121
Change Sub- Type:
*Does not include Pre-Approved