Prochaine réunion du ServiceNow usergroup Suisse romande

[Robin Chytil]

Bonjour,

Après Knowledge14 (í  laquelle malheureusement je n'ai pas pu assister), je propose d'organiser une réunion d'utilisateurs quelque part en Suisse romande la 2e moitié de juin. Dès que la date est fixée je vous avertirai.

J'attends que vous proposiez des sujets de discussion. Comme d'habitude, on essaiera de se concentrer sur un sujet spécifique.

Premières idées:

- Nouveautés í  venir dans Eureka, présentées í  Knowledge14

- Reporting (sujet demandé depuis longtemps) avec ou sans Performance Analytics ou une autre solution (e-Mite)

- Intégration avec SAP (sonde)

- gestion de projets

N'hésitez pas í  partager vos idées!

Robin

[BalzHedinger]

Hello Robin

Please allow to answer in english;-). Thank you for your invitation.

The Topic "Whats new in Eureka" combined with Performance Analytics would be nice.

regards

Balz

[Robin Chytil]

Hi Balz, no problem with english. As you could see, our meetings are multi-languages...

Thank you for your feedback on the topics for the upcoming meeting.

[reinoud]

Hi,

I presented the only 'user presentation' on performance analytics on Knowledge14 in San Francisco.

Am happy to repeat that for the user group (obviously with some 'enhancements' and a demo).

CERN seems to be the 'earliest adopter' of performance analytics, and we are 'live' since a month or so after a 6 months preparation (with very little resources).

This is the abstract:

Performance analytics can constitute the "cherry on the cake" for a service management system rollout.

It promises to provide management finally with the long awaited tools to monitor, control and improve the services they are responsible for.

Expectations are generally high, and the through of disillusionment can be a proportionally painful.

At CERN we rolled out service management far beyond IT, and as a result are confronted (probably more than in others) with pockets of excellence and pockets where a lot of 'continuous improvement' cycles are still necessary to achieve a reasonable level of maturity.

In such a situation a few 'bad' guys can easily destroy the indicators of the 'good' guys if management tries to look at the big picture.

In this presentation we'll share with you what we did to weed out the 'outliers', to make dashboards as useful and acceptable as possible, trying to obtain the benefits (feedback and empowerment resulting in improvement of the services) without discouraging anyone.

We have used 3 years of service management data and the performance analytics module from ServiceNow to build dashboards that encourage managers on all levels to improve their services, not to discourage them.

In this presentation we'll share our performance analytics journey and 'lessons learned'.

Let me know.

Cheers Reinoud

[Robin Chytil]

Seems very good. Certainly interesting.

Anybody else interested to share their reports to build their dashboard or fill their scorecard?