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Session Code: CSS0667
Presenter(s): Shannon, Mike
Company(s): BC Pension Corporation, Sierra Systems, an NTT Data Company
Abstract:
Pension Corporation replaced their existing Service Portal with a Enterprise ServiceNow Portal (not just IT) in September 2018 (as well as Incident, Change, Problem, Service Catalog, and Knowledge). Learn how they balanced the sometimes competing opportunities and challenges of "out-of-the-box", Minimal Viable Product (MVP) and Like for Like. By focusing on the end user experience as their guiding light and by utilizing strong organizational change management, the project was a huge success. This sessions highlights how the team incorporated UX testing/feedback and branding, covers the various configurations implemented both before and after implementation, and the implementation utilized for an agile project methodology. The team continues to use a DevOps model to continuously improve the Service Portal/ IT Service Management with weekly releases. In addition to delivering the ServiceNow platform, the team is also the Process Owner for all processes, Major Incident Coordinators, Change Manager and Problem Manager.
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