pabug 2016 barros landry itil with snow final

PABUG Presentation Presentation 11/21/2016; DRAFT of11/20/2016

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2016 17th Annual PABUG Conference

ImplementingITIL with SNOW

At Seton Hall University

Keith Barros, Sr. Dir. for IT Sec & Service MgmtStephen Landry, CIO


General Announcements:• Please turn off all cell phones/pagers• If you must leave the session early,

please do so as discreetly as possible• Please avoid side conversations

during the session• Questions will be answered …..

Thank you for your cooperation


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To receive CPE credits for this session (ifeligible), complete the CPE Attendance Formon the PABUG Annual Conference website

http://pabug.org/pennsylvania-banner-users-group-annual-conference/cpe-credits/

or via the PABUG conference app.For additional questions please contact

Lora Harper CPE - Coordinatorhttp://pabug.org/contact-us/

CPE Credits - We’ve gone electronic!


Seton Hall University

• Founded in 1856 by Archbishop James RooseveltBayley, nephew of Saint Elizabeth Ann Seton,who helped establish the Catholic educationsystem in the U.S.

• Total enrollment approx. 10,000 (approx. 5,800FT undergrads, approx. 480 FT faculty)

• New School of Medicine launching 2018


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The Incident Management Challenge

• In 1998, Seton Hall IT adopted Lotus Notes forcampus email, our LMS, and our Help Deskticketing system

• In 2002, Seton Hall adopted an outsourced HelpDesk service for “24x7” support

• In 2005, Seton Hall contracted Ellucian (thenSungardHE) for help desk services andimplemented SungardHE/Ellucian’s hostedServiceNow (SNOW) for incident tracking


The Change Control Challenge

• Seton Hall implemented Banner 2005-8• During implementation, Seton Hall maintained a

relatively pristine production environment• In 2008, we implemented the Change module in

Service Now (SNOW) to track and managechange requests for the Banner system


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The ITIL Challenge

• ServiceNow (SNOW) could do a lot more forSeton Hall than managing incidents and changes

• SNOW is not inexpensive; to get value fromSNOW, Seton Hall needed to implement moremodules

• Seton Hall brought in SungardHE/Ellucian to helpus map IT processes and implement ITIL toimprove IT’s delivery of critical IT services


What is ITIL?

• In 1989, the British Government published aframework for managing computer operationscalled the IT Infrastructure Library

• ITIL is a set of processes designed to enable ITorganizations to design, deliver and continuallyimprove IT services

• ITIL is one of the more popular ServiceManagement frameworks


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What is ITIL?

• ITIL describes processes which are not organization-specific, but can be applied by an organization forestablishing integration with the organization's strategy,delivering value, and maintaining a minimum level ofcompetency. It allows the organization to establish abaseline from which it can plan, implement, measure,and improve.

Wikipedia (https://en.wikipedia.org/wiki/ITIL)


ITIL V2 (2001-9, also see, e.g., ISO20000 )

Service CatalogService Catalog

Goal: SLAs


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ITIL Primer

• Services are the customers’ view of the IT needed tosupport their business functions

• Processes have inputs and outputs, are measurable, andusually are triggered by events

• Incidents are disruptions to an IT service. The goal ofincident management is to get the user functioning,e.g., developing a workaround to a known issue.

• A problem is a recurring incident.• Changes can cause unwanted incidents. On the other

hand, changes can be necessary to eliminate problems.


ITIL V3 (2007- )


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Supporting an ITIL Framework In SNOW

Service CatalogService Catalog


Service Catalogin SNOW

Request a security review, e.g.,for a contract or software

Request a project

Categorized ListOf Services


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Service Catalog (Cont.)


Request / Incident Mgmt in SNOW

Ageing Request Dashboard(Requests > 30 Days By Assignment Group)


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Problem Management in SNOW


Change Management in SNOW


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Project Management in SNOW


Resource Management in SNOW

Time Entry formIn included on:

- Request- Incident- Problem- Change- Project

and associated Tasks


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Risk Management in SNOW


Implementation of ITIL with SNOW (Cont.)

• 2008-09:– Began with Incident and Change in SungardHE /

Ellucian hosted instance of ServiceNow (SNOW)– Contracted SungardHE / Ellucian for ITIL training for

all IT managers and change agents– Implemented Problem


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Implementation of ITIL with SNOW

• 2010-11:– Moved to our own instance of ServiceNow (SNOW).

Enabled us to use modules / make customizationsoutside of SungardHE/Ellucian instance.

– Implemented ITIL standard categorizations forincidents

– Deployed reports (e.g., ageing tickets)– Implemented Workflows in SNOW (e.g., for requests

for access to Banner INB)



• 2012-13:– Went “live” with ServiceNow (SNOW) Knowledge

Management module– Began using survey tool to get feedback from users

when closing Incidents or Service Requests


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• 2014-15:– Went “live” with SNOW Project module, tracking the

intake, approval and progress of projects.– Went “live” with the SNOW Asset module, tracking

university owned laptops (SHU is a “ubiquitouscomputing,” a.k.a., “1-1 computing” campus)

– Went “live” with SNOW Risk Management andmoved SHU IT’s Risk Registry into SNOW



• 2016:– Went “live” with integration of ServiceNow (SNOW)

with our Service Catalog Web site (links to openservice request, open incident, request project, etc.)

– Went “live” with SNOW Vulnerability Managementmodule (vulnerabilities from our monthly Qualysscans are managed as remediation tasks in SNOW)

– Implemented SNOW Configuration module andimported our DR recovery DB into SNOW


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• Next Steps:– Working with Business affairs to use ServiceNow

(SNOW) workflow for Contract Management for allSHU contracts requiring legal review (at SHU this isalmost all new contracts as well as renewals withsubstantive changes to the terms and conditions)



• Summary of ServiceNow (SNOW) modulesactively used at SHU

- Request- - Service Catalog- Incident - Project- Change - Asset- Problem - Risk- Configuration - Security and Vulnerability


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Contact Us:

• [email protected]• [email protected]

– My linkedIn profile at: stephenlandry.comcontains a copy of this slide deck

– Live tweets of PABUG at: @landryst


Open to the Floor• Questions• Comments


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pabug 2016 barros landry itil with snow final

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