emc ciarfella servicenow user group contract management
TRANSCRIPT
1 © Copyright 2014 EMC Corporation. All rights reserved. © Copyright 2014 EMC Corporation. All rights reserved.
Contract Management
ServiceNow NE User Group
Paul Ciarfella
EMC Managed Services
2 © Copyright 2014 EMC Corporation. All rights reserved. © Copyright 2014 EMC Corporation. All rights reserved.
EMC Managed Services
3 © Copyright 2014 EMC Corporation. All rights reserved. © Copyright 2014 EMC Corporation. All rights reserved.
ServiceNow Use
ITSM (I+P+C, SLAs)
CMDB (MS customer CIs)
Sales Pipeline Management
Risk Management
Service Catalog
Project and Portfolio Management
Knowledge Base
Service Desk Integrations
SMARTS Integration (Alerting)
Microcode Currency
Time Cards / Time Tracking
Enhancement Request Process
Contract Management
• ServiceNow customer since August 2011
• First go-live in October 2011 with I + C
4 © Copyright 2014 EMC Corporation. All rights reserved. © Copyright 2014 EMC Corporation. All rights reserved.
Contract Management
• Dedicated team providing contract management services to MS – Support requests and templates
– Local Country Agreements
– Contract Requests and Signature Approvals
– Contract Change Requests
• Well-defined detailed processes
• But its manual – Email, spreadsheets, phone calls
– No automation
– No metrics, no service level guarantees, lack of detailed logs
5 © Copyright 2014 EMC Corporation. All rights reserved. © Copyright 2014 EMC Corporation. All rights reserved.
Desired
• A centralized, searchable repository to record requests and contract meta data
• A 24 X 7 web portal to track contract status and performance KPIs
• Automated routing for requests, approvals and signatures
• Automated notifications about upcoming deadlines or overdue tasks
• OLAs for contract processing and execution
• On demand and scheduled reports for contract status, milestone execution and SLA performance
6 © Copyright 2014 EMC Corporation. All rights reserved. © Copyright 2014 EMC Corporation. All rights reserved.
The Contract Management team is new to ServiceNow
ooooh’s and ahhhhh’s
Let’s think about that …
It would be really cool to have …
What if we …
7 © Copyright 2014 EMC Corporation. All rights reserved. © Copyright 2014 EMC Corporation. All rights reserved.
Credit: JasonGoto / Flickr
8 © Copyright 2014 EMC Corporation. All rights reserved. © Copyright 2014 EMC Corporation. All rights reserved.
Crawl Keep it simple Provide a functional solution ASAP for request and approval tracking Basic but high value reports Don’t rush to build the HGCMS (Holy Grail Contract Management System)
Scope Limited to CM team
9 © Copyright 2014 EMC Corporation. All rights reserved. © Copyright 2014 EMC Corporation. All rights reserved.
Demonstration
Added MS processes
Hid OOB capabilities
Did not break anything in case we want it in the future
10 © Copyright 2014 EMC Corporation. All rights reserved. © Copyright 2014 EMC Corporation. All rights reserved.
Walk Improvements based on usage feedback from the Contract Management team Implement OLAs, metrics and KPIs • Determine average response and
fulfillment times • Identify bottlenecks in process
Renewals and expirations
Scope Include executive management for KPI visibility
11 © Copyright 2014 EMC Corporation. All rights reserved. © Copyright 2014 EMC Corporation. All rights reserved.
Run Integration of MS Service Catalog (SharePoint) for request / fulfillment Automation and workflows for requests, approval routing, reminders, tracking Mobile support
Scope Entire MS organization
12 © Copyright 2014 EMC Corporation. All rights reserved. © Copyright 2014 EMC Corporation. All rights reserved.
Keys to Success
• Keep it simple (initially)
• Iterate, demonstrate, validate
• Establish the solution with a quick win
• Build confidence in the platform – Demonstrate the power of the platform by turning around
requests quickly
• Make it flexible, but not too flexible
• Be available to train, support and answer questions
• Don’t forget reporting
13 © Copyright 2014 EMC Corporation. All rights reserved. © Copyright 2014 EMC Corporation. All rights reserved.
Make it stick!
The evil spreadsheet is lurking on the desktop …
