1. Sony Pictures Entertainment ServiceNow (Finance) Query/Change Management Module
November 2013

2. Agenda Introduction Re-Launch ServiceNow – Query Management
ServiceNow – Query Management Enhancements
Change Management Module
Changes to Scope
Change Management Funding
Next Steps
Appendix – ServiceNow Team 2

3. Introduction ServiceNow- Query Management GBS/SGBS Users
The Query Management Module in ServiceNow went live in User adoption was very low and in November 2012 a project to significantly enhance the Query Management module began.
The Shared Services project have funded 200 licenses for Yr1 at a cost of $30 per license, per month - $48,000 (pro-rated 8 month subscription). These have now been entirely consumed
ServiceNow- Query Management GBS/SGBS Users

4. Re-Launch
In January 2012, the Query Management module was re-launched with the following major enhancements
Enhancement
Business Benefit
Auto creation of a query when sent to a mailbox for both internal & external users
Shared Service Center analysts do not have to manually create queries. Queries which are ed to ServiceNow are routed to the specific assignment group based on country, customer and process
Smart logic – customers can the GBS with a ticket (query) number & the query will automatically update within SN
Query tickets are being updated automatically with Customer comments. All communication regarding a issue is recorded within the query
Enable HTML text formatting and screenshots
Customers can send screenshots in s of issues and these are recorded directly into the query
Enable the conversion of a Query into an Incident
If an IT question is misdirected to the Finance team (for example, reset SAP password), the Finance analyst can convert the Query into an IT incident by the click of one button. The customer then receives a messages with a new INC number telling them the IT team is handling the Incident

5. ServiceNow- Query Management
Since the re-launch, the user adoption of Query Management has significantly grown. 11,937 queries have been created in 2013

6. ServiceNow- Query Management Enhancements
The ServiceNow team have received 82 enhancement requests to the Query Management module and have fulfilled 59 of these. The majority of enhancements have been funded by the ServiceNow monthly checkbook

7. Change Management Module
The project to enhance the Change Management module in ServiceNow for GBS/SGBS began in June The project will deliver a complex back end work flow which is simple for end users to navigate and use
Estimates were provided for a go live of August 2013.
Original Estimates
Role
Estimate Hours
Estimate Amount
PM/BA
Full Time – 2 months (320 hours)
$24,320.00
Development
70 hours
$10,500.00
Total Estimate Amount
$34,820.00

8. Change Management Module
The project is still underway with initial estimates of both scope and complexity of workflow being underestimated.
Key issues were:
Partial requirements were used to start building the system.
It took longer than anticipated to have the stakeholders review and approve the requirements
In order to expedite this process, demos were conducted with the stakeholders walking through the process of the system and a lot of changes were requested adding to the development effort
The ServiceNow team did not have clear reporting from the vendor on how the changes would require further development effort and the development hours purchased have now been fully consumed

9. Changes to scope The changes to scope include;
Initial estimate underestimated the complexity of the workflow – although it is simpler for the end-user, underlying logic is more complex.
Different workflow/process depending on the requesting company approval and rollback
Circa 15 additional fields and new logic applied to when fields are required;
Self service form was not included in the original estimates
Complex filtering will be added for GBS/SGBS/SEAP/SGTS, Local/Global, etc.

10. Change Management Funding
The estimates to complete Change Management are below and additional funding is being requested
Additional Funding Required
Role
Estimate Hours
Estimate Amount
PM/BA
Full Time – 2 months (320 hours)
$24,320.00
Development
70 hours
$10,500.00
Total Estimate Amount
$34,820.00
Role
Remaining Tasks
Estimate Hours
Estimate Amount
PM/BA
Update Functional Specification
Update Test Scenarios
Testing and Final UAT
Manage Issue/Bug Resolution
Training Support
Hypercare Support
320 hours
(12 25 hours per week)
$24,320.00
Development
Self-Service Form
Complete Development, Testing & Bug Fixes
Bug/Issue resolution from testing
Hypercare – bug fixes/issue resolution
70 hours
$10,500.00
Total Estimate Amount
$34,820.00

11. Next Steps
All Query Management licenses have been consumed and we need to understand how many more query management licenses should be purchased to support the continuing shared services project.
Agree how to proceed with additional funding request for Change Management 11

12. Appendix - Query Management ServiceNow team
BRM
Melanie Hildebrandt (BRM Lead)
Lorraine Crowley (Service-Now Application Lead)
Carol Attanasio (Service-Now Senior Business Analyst)
Swapna Asmat (Business Analyst)
Joyce Rockhold (Junior Business Analyst)
Development Team
Burt Germain (SDM Lead)
Amit Kapoor (ADM Lead)
Sandeep Kubair (Service-Now Technical Lead)
Tony Fugere (ServiceNow partner developer Query/Change)
Dave O’Brien (Service Now partner developer – Change) 10