Technical Service - whats in it for the Delivery manager?

[Peter Kindbom]

Hi CSDM-gurus,

I am working with health care IT in Sweden and we have a decent level of maturity after working with Business Services ,Service Offerings and Service committments in  Service Now for ten years.
Next week monday I have the opprotunity to do a presentation to motivate our Delivery managers to document their Technical Services in Service Now. They have done their homework with documentation of their delivery, some of them with service levels gold, silver bronze.
We have Event Managment and Discovery in place and I imagine that we can leverage the value creation for Delivery managers here. Request fulfilment is also something that will make life easier for tour Delivery managers. And visualization of the status for their delivery with status on Incident, Problem, Change etc.

Can you help me out with more motivation for our Delivery managers?
Are there any good youtube or other presentaion/documentation on this? Any good pracital examples? As we move into infrastructure there is a lot of similarities. We all deliver virtual windows servers for example.

Have a nice weekend and thank you in advance

/Peter Kindbom

[VikMach]

Hi @Peter,
I am not sure if you have ever explored "nowcreate". This is the place you will find answer to all your questions regarding presentation plans, videos and all ready made documents. Home page URL - https://learning.servicenow.com/nowcreate.
After you login, look for Success Pack to download for ITOM. The result will look something like below. You can filter as per your need. I am just randomly showing how to navigate on the nowcreate site.
CSDM describes more clearly about Technical Services and Service Offerings. Play list mentioned below.

You can select and open the desired item from the list and it will show the next screen like below:

It has a filter button on the right hand side of the screen which allows you to choose the Role based activities for each persona.
When you select the correct role it will change the display to highlight only the activities a particular role is responsible for.
When you click on the text it will then display more documentation related link. See below. Click on "see more".

After you click on "see more", it will lead you to another page from where you can read who is responsible for what and why kind of stuff.

There is a playlist provided by ServiceNow where they keep updating these things you can follow along for some presentation ideas. I have just listed them for quick access.
https://www.youtube.com/playlist?list=PLkGSnjw5y2U7QNr9jL6TAgwQvYBI_LEtK
https://www.youtube.com/watch?v=xmwdrwY15rA&list=PLkGSnjw5y2U7QNr9jL6TAgwQvYBI_LEtK&index=40
https://www.youtube.com/watch?v=jWfwTHTLlzI&list=PLkGSnjw5y2U7QNr9jL6TAgwQvYBI_LEtK&index=43

I hope this would help you in some presentation plan.

Let me know if this was helpful!

Regards,
Vikas K

[Mihai Kiss]

Hello Peter,

By looking at the experience I had with other customers on defining the services and model the CMDB as per the CSDM prescriptions, I can tell that it will be very hard to convince your Delivery Managers to model and manage their technical services and related infrastructure CI components, without insisting on two key aspects:

- their relationship with the other type of services, application and business service offerings, and the fact that only in this way you will have the full makeup of a services

- the usage of these services in ITSM processes, especially in Change (i.e. what will be the service affected if you want to run an OS update on some servers?) and Problem

Last but not least, leadership commitment is crucial on determining the managers to assume the ownership of the services in their full extent.

Hope it helps,

Mihai