ServiceNow Best Practice Process Workshops Service Description – November 2014 1 ServiceNow Best Practice Process Workshops Overview ServiceNow Best Practice Process Workshops help to align Customer’s IT service management (ITSM) processes to ServiceNow’s ITSM best practices in the ServiceNow applications. Customers may purchase any or all of the Workshops listed below before or after the implementation of the ServiceNow application. Best Practice Process Workshop Activities Each purchased ServiceNow Best Practice Process Workshop consists of the following activities for the applicable ITSM process: • Highlevel discussion on ITSM process best practices in the ServiceNow applications • Identification of Customer’s current ITSM process successes and areas for improvement • Review of the features available in the ServiceNow applications to support the ITSM process best practices • Alignment of Customer ’s current ITSM process to best practices in the ServiceNow applications The duration of each Workshop is provided below. Customer and ServiceNow shall agree on the date(s) for the delivery of the purchased Workshop(s). Combined workshops provide the content from two workshops in a compressed schedule as shown below. Workshop Duration (Days) Incident Management 2 Problem Management 1 Change Management 2 Configuration Management 2 Knowledge Management 1 Service Catalog & Request Management 2 Release Management 2 Project and Portfolio Management 2 Combined Workshops Duration (Days) Service Asset & Configuration Management 3 Change & Release Management 3 Best Practice Process Workshop Deliverables Best Practice Process Workshops provide the following two deliverables applicable to the ITSM process of the Workshop purchased: Deliverable Description Process guide The document describes the ITSM process, process goals and objectives, and relationships with other processes, process flows and process control. Process roles and responsibilities are detailed and summarized in a RACI matrix. Guide is aligned with ITIL 2011 and the current ServiceNow release. Configuration decisions and action plan document Discussion of configuration decisions made in the Workshop (i.e., the hierarchical sequence of approvals) and outstanding decisions required to configure the ServiceNow application to support Customer’s ITSM process.
Transcript
ServiceNow Best Practice Process Workshops Service Description – November 2014
1
ServiceNow Best Practice Process Workshops Overview ServiceNow Best Practice Process Workshops help to align Customer’s IT service management (ITSM) processes to ServiceNow’s ITSM best practices in the ServiceNow applications. Customers may purchase any or all of the Workshops listed below before or after the implementation of the ServiceNow application.
Best Practice Process Workshop Activities Each purchased ServiceNow Best Practice Process Workshop consists of the following activities for the applicable ITSM process:
• High-‐level discussion on ITSM process best practices in the ServiceNow applications • Identification of Customer’s current ITSM process successes and areas for improvement • Review of the features available in the ServiceNow applications to support the ITSM process best
practices • Alignment of Customer’s current ITSM process to best practices in the ServiceNow applications
The duration of each Workshop is provided below. Customer and ServiceNow shall agree on the date(s) for the delivery of the purchased Workshop(s). Combined workshops provide the content from two workshops in a compressed schedule as shown below. Workshop Duration (Days) Incident Management 2 Problem Management 1 Change Management 2 Configuration Management 2 Knowledge Management 1 Service Catalog & Request Management 2 Release Management 2 Project and Portfolio Management 2 Combined Workshops Duration (Days) Service Asset & Configuration Management 3 Change & Release Management 3
Best Practice Process Workshop Deliverables Best Practice Process Workshops provide the following two deliverables applicable to the ITSM process of the Workshop purchased:
Deliverable Description Process guide The document describes the ITSM process, process goals and objectives, and
relationships with other processes, process flows and process control. Process roles and responsibilities are detailed and summarized in a RACI matrix. Guide is aligned with ITIL 2011 and the current ServiceNow release.
Configuration decisions and action plan document
Discussion of configuration decisions made in the Workshop (i.e., the hierarchical sequence of approvals) and outstanding decisions required to configure the ServiceNow application to support Customer’s ITSM process.
ServiceNow Best Practice Process Workshops Service Description – November 2014
2
The process guide contains the following components for each Workshop purchased:
Deliverable Description Process flow diagrams Graphical representation of the process to be implemented in Customer’s
ServiceNow instance and its relationships with other processes. Process policies Examples of common policy topics that are used to direct decisions and ensure
consistent implementation of process standards, roles and activities. Activity descriptions Detailed description of the activities performed in the process.
Roles and responsibilities Description of the typical roles assigned to perform specific tasks within the process.
Performance and control metrics
Recommended KPIs and operational metrics to track the effectiveness and efficiency of the process and highlight process activities that require visibility, oversight and management intervention.
ServiceNow Provided Resources ServiceNow will provide the following resources for each Workshop:
ServiceNow Resources Responsibilities
Process Consultant Direct and facilitate the Workshop session; prepare and provide the deliverables
Technical Consultant Document process improvement decisions and application configuration requirements; provide technical expertise on the ServiceNow applications as needed
Engagement Manager Facilitate the planning and timing of the Workshop schedule; provide process and implementation guidance of the specific ServiceNow application as needed
Customer Required Resources Customer participation in any Workshop is limited to a maximum of eight (8) process stakeholders. These stakeholders should have:
• Thorough knowledge and understanding of Customer’s existing ITSM process environment • Authority to make process improvement design decisions regarding classification, assignment,
approvals, scheduling, notifications, metrics and reporting
Customer will provide the following resources and make them available throughout the duration of the Workshop (note that multiple roles may be filled by the same Customer personnel).
Process Workshop Required Customer Resource Roles Incident Management • Incident Process Owner
• Incident Manager • Service Desk Manager
• Problem Manager • Subject matter experts (SMEs) from 2nd
level support teams responsible for resolving incidents
Problem Management • Problem Process Owner • Problem Manager • Incident Manager
• Service Desk Manager • Configuration Manager • Knowledge Manager
Change Management • Change Process Owner • Change Manager • Configuration Process Owner • Configuration Manager
• Incident Manager • SMEs from technical support teams
responsible for implementing changes to IT services and infrastructure
ServiceNow Best Practice Process Workshops Service Description – November 2014
3
Process Workshop Required Customer Resource Roles Service Asset & Configuration Management
• Configuration Process Owner • Configuration Manager • Asset Manager(s)
• Change Manager • Problem Manager • Service Owners
Knowledge Management
• Knowledge Process Owner • Knowledge Manager • Problem Manager • Incident Manager
• Service Desk Manager • SMEs from 2nd level support teams
responsible for resolving incidents
Service Catalog & Request Management
• Service Catalog & Request Management Process Owner(s)
• Service Desk Manager
• Service Catalog & Request Management Manager(s)
• Service Owners Release Management • Release Management Process Owner
Details for Best Practice Process Workshops Pre-‐requisites: Customer documentation of the existing ITSM process, deficiencies, weaknesses and improvement opportunities must be provided to the ServiceNow process consultant prior to the Workshop(s).
Included: Functional requirements of the ITSM process for the purchased Workshop(s).
Excluded: Technical requirements for configuring the ServiceNow application. Packaged Service Terms and Conditions
Based on the scope of services and assumptions set forth above, the services herein shall be performed on a fixed price basis plus expenses stated on the ordering document. Customer agrees to pay the total fee amount on the ordering document regardless of the total number of effort days ServiceNow takes to complete the project. ServiceNow will provide the Packaged Service as described herein limited to those ordered on the ordering document: (i) if Customer is purchasing directly from ServiceNow, on the terms and conditions in the Order Form and the Master Ordering Agreement incorporated by reference herein from http://www.servicenow.com/schedules.do; or (ii) if Customer is purchasing from a ServiceNow authorized reseller (“Reseller”), on the terms and conditions in the use authorization as issued by ServiceNow and the Subscription Service Agreement incorporated by reference herein from http://www.servicenow.com/schedules.do. All orders are non-‐cancellable, non-‐refundable, and not subject to acceptance. All services when ordered and accepted by a signed ordering document must be consumed within 12 months from the effective date of the ordering document. Services are not included in this offering unless specifically identified as included in this document. Any unused services shall expire with no further credit or refund and shall have no value thereafter. Customer shall reimburse ServiceNow or Reseller for all authorized, reasonable and verifiable travel expenses incurred during the performance of the professional services, training and other services.
For scheduled service days that are canceled or rescheduled by Customer with fewer than ten (10) business days prior written notice, Customer shall be charged and pay for (a) any travel expenses that cannot be canceled or refunded, and (b) the canceled/rescheduled service days if ServiceNow is not able to reassign the personnel to another project. For the purposes of this section, email to the ServiceNow personnel assigned to this project will be sufficient as written notice.
