rapid servicenow deployment for early business benefits
TRANSCRIPT
TU_TeamStart_v2.inddRapid ServiceNow Deployment for Early Business
Benefits Once you have chosen to deploy ServiceNow you need the
most efficient implementation option that suits your individual
requirements. The faster you go live the quicker you will enjoy
business benefits.
Drawing upon experience gained from 300+ ServiceNow projects and implementations, we created TeamStart – a fixed price, rapid deployment package for the seven core ServiceNow applications. TeamStart puts you on the fast track to going live with the most commonly requested ServiceNow functionality in weeks. TeamStart clients include NHS North Central London (NCL) and The White Company.
TeamStart
TeamStart allows you to prioritise your time and spend it on the most valuable parts of your ServiceNow deployment. It allows customers that are new to ServiceNow and need assistance with the initial setup to support their most critical business processes in the shortest timeframe. We also help build a 2 year
Proven ServiceNow Go-live excellence with TeamUltra roadmap for using ServiceNow that builds on the solid implementation foundation that TeamStart gives you.
If you want to guarantee the success of your
Service Management project, trust your ServiceNow implementation to TeamStart:
Build Rapid Go-live Capability
program that meets your individual requirements.
Focus on Core ServiceNow Applications
Our template-driven approach enables you to develop
a ruthless focus on the most common ServiceNow
applications.
Benefits
demonstrably faster ROI
• Implement core ServiceNow applications that deliver
greatest value
Call Management
Configuration
Management
Problem
Management
Incident
Management
Incident Management enables you to manage incidents from initial capture, prioritisation and routing through to closure. It uses fully configurable business rules to set up and govern SLA response times with full automated escalation capabilities. The self-service
Problem Management helps you to eliminate errors from the IT infrastructure which minimises the business impact of service disruptions and prevents repeat incidents from occurring. It enables you to focus
Configuration Management is a single system of record that aligns IT functions to business priorities with visibility of dependencies and users, in a logical model of the enterprise infrastructure. It gives IT more control
Call Management provides a central point of contact for all users of IT services. All calls are logged, whether incidents or service requests, so that a full picture of the activity is available to managers and decision makers.
Incident Management
Problem Management
Configuration Management
Call Management
portal allows users to quickly enter new incidents and have them assigned to the right support team. Service Desk Agents can easily record notes, manage tasks and move the incident through an established process to closure.
on investigating root causes of incidents and finding and resolving any known errors with permanent fixes. Effective Problem Management can have a direct and positive impact on the profitability of the business.
and facilitates better business decision-making by providing insight into not only the impact of incidents, problems and changes, but also financial resources, service availability and capacity management.
It enables a user to log calls, whether by email or the Employee Self Service portal (ESS) so that a subsequent assessment can be performed and classified by the Service Desk.
All ServiceNow applications are fully integrated which allows seamless transfer of data from one application to another.
Benefits
• Minimise incident resolution times • Improve key metrics such as first call resolution, mean time to resolve, reoccurring incidents • Increase employee productivity • Improve IT service quality • Improve end-user satisfaction
Benefits • Increase IT and business productivity • Minimise adverse impact of incidents on the business • Reduce service interruptions and increase service quality • Prevent future incidents from occurring
Benefits • Build and manage a single system of record • Increase control over the IT infrastructure • Control over implementing changes • Provide the basis of root cause analysis
Benefits
• Incidents or service requests are captured accurately • Ensure all calls are promptly actioned by the right team • Reporting of call types, response times and results
Features
• Route incidents to relevant Teams or Groups • Tailor information gathered depending on the type or severity of the incident • Configure email notifications • Track progress of incidents through the user dashboard • Seamless integration with other ServiceNow applications
Features • Problem records created directly from the Incident • Structured process from problem detection, prioritisation, investigation, successful diagnosis and implementation of remedial action • Categorisation enables easier identification of associated incidents and problems • Closure ensures all associated incidents are closed with a proper fix or resolution
Features • Pre-defined list of Configuration Item types and relationships • Visualisation map provides a detailed view of the CI relationships • CMDB records information on hardware, software and applications
Features • Log and prioritise all calls • Full audit trail of actions • Easily search and locate calls & follow up action by person, product or subject, priority or status
Employee Self Service (ESS) enables users to raise their own support tickets. Users can create and track support tickets and see the status of their ticket
The Change Management application allows you to initiate, track, accelerate and streamline the management of change across all aspects of your IT infrastructure. It manages the entire lifecycle from the moment a change
Request Fulfilment separates requests from incidents. This allows for improved efficiency when managing routine service requests as it ensures break/fix tickets are
Employee Self Service
Change Management
Request Fulfilment
from creation through to resolution. Resolver Groups can also broadcast outage notices companywide using the self-service portal.
request is submitted through development and testing to production. Change Management ensures all changes are executed with low risk and minimal impact to the business and IT.
Benefits • Process-driven to minimise risk and ensure minimal impact to business and IT • Configurable workflows for each change type • Change impact analysis to improve metrics such as incidents caused by change, change back-out rates, failed changes
Benefits • Streamlines fulfilment of routine requests such as password resets, pre-approved changes and system access • Allows your Service Desk to focus on critical Incident tickets • Increased productivity and improved user satisfaction
Benefits • Call volumes are reduced freeing up Service Desk agents to work on resolving current and critical incidents • Encourages user self-sufficiency to find solutions and resolve issues • Empowers users to track incidents removing need for status update requests to the Service Desk
Features • Simplified templates for change requests • ITIL Change Management Life Cycle • Standard changes can be pre-approved and accelerated through the process • Flexible user notifications depending on their role
Features • Supports a wide range of requests including new hire and time sheet approval for example • Request tickets automatically channelled to the appropriate line-of-business delivery groups for fulfilment • Requests easily escalated to an Incident, Problem, Change or Line-of-Business Process
Features • Combine and display the Incident and Service Request templates • Users can create and track tickets, review status • Full history of previous requests available • Managers can approve requests
processed by the Incident Management application. Requests are processed depending on the nature of the request and then routed for review and approval.
Call Management
[email protected] www.teamultra.net +44 (0)1628 638001
TeamUltra are the UK’s leading ServiceNow Partner with over 300 projects and implementations. For more information about our ServiceNow implementation services and range of value added solutions visit www.teamultra.net. If you have any questions, please contact us:
What can TeamUltra do for you?
TeamUltra consultants work closely with your team to create a specific plan that addresses your individual requirements. This contains clearly defined roles and responsibilities so that the project meets your expectations. The typical division of responsibilities is outlined below.
Collaboration is Key to Success
Project initiation and kick-off
Overview of processes and delivery approach Process Owners review processes and approach
Project Stage TeamUltra Client
Information gathering and configuration
Completion of Configuration & Data Input spreadsheets
User Acceptance Testing (UAT)
Review feedback and implement agreed changes End-to-end testing of all processes with Process Owners and end users
Training and Adoption Provision of Quick User Guides of ServiceNow. TeamStart Knowledge Transfer throughout project
Training of end users in process and adoption
Go-live Supporting Go-Live activities, data downloads. Transition from Development to Production
Provide Go-Live data imports and Go-Live checklist
Early Life Support (ELS)
Response to ELS issues through TeamAssist Access to TeamAssist to log and track ELS issues
Functional Testing Show and tell sessions of functionality Functional testing with Process Owners
We now provide two Free Bomgar licences with all TeamStart installations to provide an even more efficient incident and change management solution.
Integrated Remote Support Bomgar is the market leading remote support tool. It enables the Service Desk to remotely and securely access computers and mobile devices even if they are behind corporate firewalls that you don’t control.
Benefits • Increased first call resolutions • Shorter call times • Improved service levels • Reduced site visits • Enhanced productivity • Greater customer satisfaction
Drawing upon experience gained from 300+ ServiceNow projects and implementations, we created TeamStart – a fixed price, rapid deployment package for the seven core ServiceNow applications. TeamStart puts you on the fast track to going live with the most commonly requested ServiceNow functionality in weeks. TeamStart clients include NHS North Central London (NCL) and The White Company.
TeamStart
TeamStart allows you to prioritise your time and spend it on the most valuable parts of your ServiceNow deployment. It allows customers that are new to ServiceNow and need assistance with the initial setup to support their most critical business processes in the shortest timeframe. We also help build a 2 year
Proven ServiceNow Go-live excellence with TeamUltra roadmap for using ServiceNow that builds on the solid implementation foundation that TeamStart gives you.
If you want to guarantee the success of your
Service Management project, trust your ServiceNow implementation to TeamStart:
Build Rapid Go-live Capability
program that meets your individual requirements.
Focus on Core ServiceNow Applications
Our template-driven approach enables you to develop
a ruthless focus on the most common ServiceNow
applications.
Benefits
demonstrably faster ROI
• Implement core ServiceNow applications that deliver
greatest value
Call Management
Configuration
Management
Problem
Management
Incident
Management
Incident Management enables you to manage incidents from initial capture, prioritisation and routing through to closure. It uses fully configurable business rules to set up and govern SLA response times with full automated escalation capabilities. The self-service
Problem Management helps you to eliminate errors from the IT infrastructure which minimises the business impact of service disruptions and prevents repeat incidents from occurring. It enables you to focus
Configuration Management is a single system of record that aligns IT functions to business priorities with visibility of dependencies and users, in a logical model of the enterprise infrastructure. It gives IT more control
Call Management provides a central point of contact for all users of IT services. All calls are logged, whether incidents or service requests, so that a full picture of the activity is available to managers and decision makers.
Incident Management
Problem Management
Configuration Management
Call Management
portal allows users to quickly enter new incidents and have them assigned to the right support team. Service Desk Agents can easily record notes, manage tasks and move the incident through an established process to closure.
on investigating root causes of incidents and finding and resolving any known errors with permanent fixes. Effective Problem Management can have a direct and positive impact on the profitability of the business.
and facilitates better business decision-making by providing insight into not only the impact of incidents, problems and changes, but also financial resources, service availability and capacity management.
It enables a user to log calls, whether by email or the Employee Self Service portal (ESS) so that a subsequent assessment can be performed and classified by the Service Desk.
All ServiceNow applications are fully integrated which allows seamless transfer of data from one application to another.
Benefits
• Minimise incident resolution times • Improve key metrics such as first call resolution, mean time to resolve, reoccurring incidents • Increase employee productivity • Improve IT service quality • Improve end-user satisfaction
Benefits • Increase IT and business productivity • Minimise adverse impact of incidents on the business • Reduce service interruptions and increase service quality • Prevent future incidents from occurring
Benefits • Build and manage a single system of record • Increase control over the IT infrastructure • Control over implementing changes • Provide the basis of root cause analysis
Benefits
• Incidents or service requests are captured accurately • Ensure all calls are promptly actioned by the right team • Reporting of call types, response times and results
Features
• Route incidents to relevant Teams or Groups • Tailor information gathered depending on the type or severity of the incident • Configure email notifications • Track progress of incidents through the user dashboard • Seamless integration with other ServiceNow applications
Features • Problem records created directly from the Incident • Structured process from problem detection, prioritisation, investigation, successful diagnosis and implementation of remedial action • Categorisation enables easier identification of associated incidents and problems • Closure ensures all associated incidents are closed with a proper fix or resolution
Features • Pre-defined list of Configuration Item types and relationships • Visualisation map provides a detailed view of the CI relationships • CMDB records information on hardware, software and applications
Features • Log and prioritise all calls • Full audit trail of actions • Easily search and locate calls & follow up action by person, product or subject, priority or status
Employee Self Service (ESS) enables users to raise their own support tickets. Users can create and track support tickets and see the status of their ticket
The Change Management application allows you to initiate, track, accelerate and streamline the management of change across all aspects of your IT infrastructure. It manages the entire lifecycle from the moment a change
Request Fulfilment separates requests from incidents. This allows for improved efficiency when managing routine service requests as it ensures break/fix tickets are
Employee Self Service
Change Management
Request Fulfilment
from creation through to resolution. Resolver Groups can also broadcast outage notices companywide using the self-service portal.
request is submitted through development and testing to production. Change Management ensures all changes are executed with low risk and minimal impact to the business and IT.
Benefits • Process-driven to minimise risk and ensure minimal impact to business and IT • Configurable workflows for each change type • Change impact analysis to improve metrics such as incidents caused by change, change back-out rates, failed changes
Benefits • Streamlines fulfilment of routine requests such as password resets, pre-approved changes and system access • Allows your Service Desk to focus on critical Incident tickets • Increased productivity and improved user satisfaction
Benefits • Call volumes are reduced freeing up Service Desk agents to work on resolving current and critical incidents • Encourages user self-sufficiency to find solutions and resolve issues • Empowers users to track incidents removing need for status update requests to the Service Desk
Features • Simplified templates for change requests • ITIL Change Management Life Cycle • Standard changes can be pre-approved and accelerated through the process • Flexible user notifications depending on their role
Features • Supports a wide range of requests including new hire and time sheet approval for example • Request tickets automatically channelled to the appropriate line-of-business delivery groups for fulfilment • Requests easily escalated to an Incident, Problem, Change or Line-of-Business Process
Features • Combine and display the Incident and Service Request templates • Users can create and track tickets, review status • Full history of previous requests available • Managers can approve requests
processed by the Incident Management application. Requests are processed depending on the nature of the request and then routed for review and approval.
Call Management
[email protected] www.teamultra.net +44 (0)1628 638001
TeamUltra are the UK’s leading ServiceNow Partner with over 300 projects and implementations. For more information about our ServiceNow implementation services and range of value added solutions visit www.teamultra.net. If you have any questions, please contact us:
What can TeamUltra do for you?
TeamUltra consultants work closely with your team to create a specific plan that addresses your individual requirements. This contains clearly defined roles and responsibilities so that the project meets your expectations. The typical division of responsibilities is outlined below.
Collaboration is Key to Success
Project initiation and kick-off
Overview of processes and delivery approach Process Owners review processes and approach
Project Stage TeamUltra Client
Information gathering and configuration
Completion of Configuration & Data Input spreadsheets
User Acceptance Testing (UAT)
Review feedback and implement agreed changes End-to-end testing of all processes with Process Owners and end users
Training and Adoption Provision of Quick User Guides of ServiceNow. TeamStart Knowledge Transfer throughout project
Training of end users in process and adoption
Go-live Supporting Go-Live activities, data downloads. Transition from Development to Production
Provide Go-Live data imports and Go-Live checklist
Early Life Support (ELS)
Response to ELS issues through TeamAssist Access to TeamAssist to log and track ELS issues
Functional Testing Show and tell sessions of functionality Functional testing with Process Owners
We now provide two Free Bomgar licences with all TeamStart installations to provide an even more efficient incident and change management solution.
Integrated Remote Support Bomgar is the market leading remote support tool. It enables the Service Desk to remotely and securely access computers and mobile devices even if they are behind corporate firewalls that you don’t control.
Benefits • Increased first call resolutions • Shorter call times • Improved service levels • Reduced site visits • Enhanced productivity • Greater customer satisfaction