Kelly's SN implementation Blog Post #10

[kellykaufmann]

I haven't provided an implementation update in a while, my apologies! Below are updates on our implementation progress.

PPM:

We're using PPM with our simple Demand & Project setup (not yet using SDLC), and are continuing to refine our project request/review/approval process. As we refine our processes, I'm identifying changes that either our SN Admin will take care of or that we'll include in Phase 3 to finish setting up Demand & Project, and start setting up SDLC. Speaking of, I asked our SN Admin to create a ServiceCatalog item for ServiceNow enhancements, which she'll keep an eye on & manage.

I met with the CIO to discuss more meaningful content to capture for Demands, which would create a more meaningful Bubble Chart for objective review of Demands (our last attempt resulted with all our bubbles stuck in the same spot). Our new bubble chart will have the following axis:

• X-axis: Risk to project success / risk of project failure. Criteria:
  • Is this a highly technical project?: Rate 1-10 how technical this project is, with 10 being highly technical or a project requiring technology our team is not versed in, which could impact the ability to anticipate & resolve issues, effectively provide estimates, etc.
  • Is the requested timeline condensed?: Is there ample time to complete the requested project, per the requested completion date, or is the requested project timeline condensed? Rate this 1-10, with 10 meaning the project timeline is extremely condensed.
  • Are there other project dependencies?: Rate 1-10 how dependent this project is upon the successful completion of other projects., with 10 meaning this project is highly dependent on another project or having dependencies on multiple projects.
  • Is this project susceptible to time delays?: Rate 1-10 how susceptible this project is to experiencing time delays, with 10 being the most at risk for time delays. Time delays can have a number of causes, such as changes in technology, requirements of participating organizations; seasonal considerations, external influences, etc.
• Y-axis: Priority
  • Business Impact. Criteria:
    • ROI (already a derived #)
    • Adding weights if any of the following drivers are checked: Strategic initiative, advancing technology, customer satisfaction
  • Urgency (1-10)
• Z-axis (bubble size): Project cost

Right now we haven't set up the survey to go out to business, as SN isn't rolled out to the organization yet. Therefore our risk questions will be filled out by our IT liaison for each division.

Phase 1 UAT:

We kicked off UAT for Service Catalogue items (this is the last of our Phase 1 UAT). This time I created an   Intro to UAT deck and a ServiceCatalog Testing Guide and this held a 30 minute training session where I explained what testing is, what a defect is, what an enhancement is, etc. Hopefully this will lead to less defects being logged that are actually enhancements.

We're starting with the easy ones first, then the ones with the most complex workflow to go later. We had to make a decision on whether we would have certain people take on certain UAT roles (submitter vs approver vs fulfiller) or have each person handle all 3 roles. Both approaches have their benefits and drawbacks. We ended up deciding on the latter, which means people would be approving in UAT but not in their normal roles, and that I would have to create good training documentation for UAT.

Phase 2:

We initiated Phase 2 'discovery' sessions for Change Mgmt, CMDB, and Asset Mgmt so AOS could get a SOW together.

We had a Change Mgmt discussion with people whose teams are responsible for code changes, led by our AOS consultant who came in person as well. The agreement is that we will do 'Change Lite' for the intermediate term - one simple form for logging changes to Production, and keep our simple existing process of communication. Our department is too busy for several more months to take on a more rigorous process.

We had a smaller group Asset Mgmt, Software Asset Mgmt, and CMDB discussion to confirm how we would use the functionality.

Other:

• Finalized our project's 'Vision Statement' for when we are ready to communicate rolling SN out to the organization.
• Started stakeholder analysis for when we are planning communications.