This is an early draft of a high-level phased deployment and adoption project plan for ServiceNow in IS&T to support ITSM processes. It features aggressive timelines and key milestones. There is no formal commitment to this plan or to ServiceNow at this time. Proposed dates assume a signed contract and service activation by 9/30/2013. Resources do not show ServiceNow professional services available as part of the contract. Just MIT resources.
Proposed Date |
Milestone |
Commitment |
Crit.Path |
Category |
Resources (hours) |
Resources Description |
10/17/2013 |
Single Sign-on and LDAP integration |
Firm |
1 |
Enterprise Integration |
20 |
Small number of hours spread across Touchstone and LDAP OI staff |
11/27/2013 |
Deliver Service Portfolio through ServiceNow, retire portfolio-dev.mit.edu; this is not the public-facing Service Catalog but will have high internal visibility |
Firm |
1 |
Service Catalog |
20 |
Small number of hours spread across ITSM core team members |
12/12/2013 |
Create two-hour staff orientation class, in person and online, to ServiceNow in preparation for wide-spread adoption |
Flexible |
1 |
Adoption |
15 |
Some hours from ITSM core team members, working with a trainer/writer |
12/12/2013 |
Transition current Change processes from BMC Remedy to ServiceNow |
Firm |
1 |
Change |
30 |
Small number of hours spread across current staff requesting and approving changes; larger number of hours from current BMC Remedy admin |
1/17/2014 |
Deliver working prototype request automation for Google Apps account provisioning, password reset, and account promotion |
Discretionary |
0 |
Request Fulfillment |
25 |
Google API integration, probably via SSH Orchestration feature, some ServiceNow process and ServiceCatalog implementation; easy experiment on low volume production process demonstrating form and process automation skills of ServiceNow |
1/24/2014 |
Transition all request forms from the IS&T web site to ServiceNow; identify requests that can easily be handled directly through ServiceNow |
|
Commitment: Firm, Flexible, Discretionary (includes commitment to meet date target)
Critical Path: 1 or 0 (in the critical path for adoption)
Category: Request Fulfillment, Incident, Problem, Change, Service Catalog, Enterprise Integration, Adoption, etc. (loose mapping to ITSM categories)
Resources: Total number of hours estimated (use Resources Description field to indicate spread, concentration, etc.)