managing business service onboardingbusinessnow.dk/wp-content/uploads/2014/05/managing... ·...

© 2014 ServiceNow All Rights Reserved

Lasse KochReporting ManagerDamco International

Peter RavnholtService Management ConsultantBusinessNow

Managing Business Service Onboarding

© 2014 ServiceNow All Rights Reserved 2

Setting the scenePace over perfection in a global environment


Agenda

The presenters & Damco International

The ITSM journey – Transparency & doing more with less

The On Boarding Framework

The On Boarding Model

Engagement & communication


The presenters

Peter Ravnholt– www.businessnow.dk

Service Management Consultant/Trainer• 10 years experience in DK & AUS• Worked with ServiceNow since 2010• Selected SME for AXELOS ITIL Portfolio• dk.linkedin.com/in/peterravnholt/

Lasse Koch- www.damco.com

Reporting Manager• ServiceNow Admin• Worked with ServiceNow since 2012• dk.linkedin.com/in/lassekoch/

http://www.businessnow.dk/

http://dk.linkedin.com/in/peterravnholt/

http://www.damco.com/

http://dk.linkedin.com/in/lassekoch/


Damco International – Part of the Maersk Group


The ITSM journey

TransparencyMaturityQualityEfficiency/savings

Focus on Central –Essentials

Focus on Regions – Way of working

Global – Support organization and sourcing

Focus on• Global Applications and Global

Infrastructure• Central Organization• Unified processes• One SM Tool• Creating transparency

Focus on• NGAs• Unified processes• One SM Tool• Reporting

Focus on• Global support organization• Sourcing of AM resources

Building the essentials (2013)

Roll-out / adaptation (late 2013)

Organization and sourcing (2014)

Guiding principles• Pace over perfection• One ITSM tool• Creating transparency• Doing more with less


The Onboarding FrameworkDamco needed to implement ServiceNow through the organization on all Global application support models.

Immediately understood that a need for controlling this rapid onboarding was crucial.

Developed a process to ensure onboarding and created a custom application to log all data.


The Challenges: Onboarding Global Business Services at the speed of light

• No common support structure

• Different tools in use

• No unified processes

• No general accountability on incidents/requests

• No common data structure for support activities

• No agreed guidelines for reporting

• Different reporting repositories – without common structure

• No common engagement model

• No structured communication

• Complex stakeholder structure across the world.

Challenge 1 Challenge 2 Challenge 3Rapid on-boarding to ensure

transparency and controlEnsuring data scope & quality Engagement & communication

with stakeholders


Designing The Onboarding Framework

Preparation & Planning

TrainingData Gathering & Validation

Stakeholder Engagement

• Stakeholder Analysis

• Engagement Model

• Data Plan• Com Plan• Training Plan

• Data scope• Quality• Responsibility

Data Load & Verification

• Data load• Data verification• Sign off

• ITIL Users• Super Users

•Follow up & FAQ sessions

•Enhancement/ Improvement Log

•Reporting

•Communication

•Snow Support

•User Amin


Vendor X

VendorAssignmentgroups

Engagement Model

Engagement Model:A model showing the interfaces between the customers/users, Super Users, Application Support and Vendors

Vendor Y

ApplicationSupport

Self Service Portal

DamcoAssignmentgroups

VendorITSM Tool

Customer Environment

Super User

RegionalSuper User

Users

XML


Onboarding Applications/Servicesin ServiceNowCustom built application to log all new applications/Services being onboarded.


Defining Business Services – Understanding value & context

Service Value & Context

Service Functionality

MODS ( Maersk Logistics Operations and Documentation System) handles all information on the shipping process. This includes information on the physical handling of cargo to shipping documents.

Value Description DAMCO’s core system for supply chain management.

Business activities/outcomes supported

Manages all SCM shipments from vendor booking to delivery.

Business Criticality BIF = 1.00

Business Units supported COO

User CapabilityEnables users to enter details of all shipments from vendor booking to delivery.

Similar Services Kewill ( Freight Forwarding counter-part)

Service Prerequisites Mainframe access id, eg. MLAPMSBR. Access to the Mainframe and MODS specifically.


Onboarding Applications/Services in ServiceNow


Managing and controlling application/service onboarding in ServiceNowThe Framework is used to easily control and monitor how the onboarding of applications/Services is progressing.


Managing and controlling


Managing and controlling

• Notifications and expected delivery dates

Notifications to the assigned to a week before expected delivery date.

Notifications to business owner and Application Lifecycle Manager if expected delivery date is passed.

No SLA’s defined. Everything is controlled together with the stakeholders via the expected delivery dates.

• Dashboards and regional Control for optimized speed of onboarding.

Upper Management and Project Managers has access to Dashboard overviews to quickly see progress.

Dashboards now split in regional views gives regions possibility to monitor and control progress themselves Ensures focus and progress from all stakeholders.


Moving from an onboarding to a transition frameworkAs the Framework evolved and new integrations was made to ServiceNow, we have seen it change from an onboarding to a transition framework.


ServiceOperation

• CI Components• Relationships

ServiceDesign

• Service description

• Architecture

ServiceTransition

• CI Components• Relationships

From Onboarding to Transition

ServiceStrategy

RequirementManagement

• Requirements• IT/Business

Acceptance


Top Takeaways

Top management commitment to drive “Pace over perfection”

Know your stakeholders and ensure engagement & communication with them

Ensure that data collection is based on standards and defined validation criteria's

Ensure stakeholder accountability and responsibility (IT to help and facilitate)

Ensure follow up and responsibility for reinforcement of required behavior


Questions


Thank you

Lasse Koch

Reporting Manager / ServiceNow Admin

Damco International A/S

[email protected]

Peter Ravnholt

Service Management Consultant

BusinessNow

[email protected]

mailto:[email protected]

mailto:[email protected]

managing business service onboardingbusinessnow.dk/wp-content/uploads/2014/05/managing... ·...

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