Kelly's SN implementation Blog Post #11

kellykaufmann — Tue, 28 Apr 2015 15:52:50 GMT

Overall:

Most significant this week is an updated implementation approach for Phases 2 & 3. As we were preparing our SOW for Phase 2, we took note that our Centralized Service Desk likely won't be rolled out for several months, and therefore we won't be using a lot of the functionality we are implementing until then. We created a table of what functionality could be used prior to our rollout & what we wouldn't use until the big rollout. It clearly makes sense to move sooner the functionality we can start using immediately. Meaning PPM functionality. Woohoo! So finishing setting up PPM is now Phase 2, to begin ASAP. I went ahead & scheduled 3 requirements PPM sessions, and will work on building in very specific requirements discussions into the meeting invite:

2 hours for overall flow across the modules
1.5 hours for Project requirements
2 hours for SDLC requirements

For the SDLC meeting, in the invite I provided a link to the Booklet on how ServiceNow's SDLC application works.

It will be tricky to figure out who should attend the Project vs SDLC sessions, since we were going to try to figure out where small efforts would live - Project vs SDLC.

PPM: Also significant is that we finished defining our future project request/review/approval process leveraging ServiceNow (we had been using a simple Demand process until we finalized this process). Here you can view the process. Some notes on our process:

Not using surveys yet
Definition of what qualifies to be in the Project module is TBD. Right now it's open, and I'm nervous about having a landslide of piddly efforts in Project to dive through when looking for the meaningful projects, or having to add a dropdown or filters to find what the meaningful ones are.
We're trying to figure out how to keep a queue of 'filler' projects, how to pull from that queue when needed, prioritize the queue, etc.
Our organization doesn't have formal methodology, templates, etc. yet. And aren't ready for a fully developed methodology or templates. We're taking things step by step.

Now we need to review this with leadership & get the process started, and incorporate this into requirements for our new Phase 2!

Phase 1 Updates:

ServiceCatalog UAT: We realized people are testing to the script, and not looking deeper at certain fields appearing on the form that perhaps shouldn't (e.g., 'approval state' when approval isn't required). It's too late to have everyone go back & redo testing, and they are too busy to. I will do deep UAT for all of our Service Catalog items so nothing is missed.

Started playing with Visual Task Boards to illustrate to our directors how they will be able to find their team's work across modules (Incidents, Demands, Projects, Enhancements, ServiceCatalog requests, etc.). I have tried showing this to some, but they don't seem ready to discuss it yet.

Re: Kelly's SN implementation Blog Post #11

amullendarby — Sat, 02 May 2015 16:48:33 GMT

Great post Kelly, I really like that you include descriptions of how the people in your organization are reacting to the implementation. This is terrific for those going through an implementation to relate to.

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Kelly's SN implementation Blog Post #11

Re: Kelly's SN implementation Blog Post #11