Managing Business Service Onboarding
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1 Managing Business Service Onboarding Lasse Koch Reporting Manager Damco International Peter Ravnholt Service Management Consultant BusinessNow 2014 ServiceNow All Rights Reserved
2 Setting the scene Pace over perfection in a global environment 2014 ServiceNow All Rights Reserved 2
3 Agenda The presenters & Damco International The ITSM journey Transparency & doing more with less The On Boarding Framework The On Boarding Model Engagement & communication 2014 ServiceNow All Rights Reserved 3
4 The presenters Lasse Koch - Reporting Manager ServiceNow Admin Worked with ServiceNow since 2012 dk.linkedin.com/in/lassekoch/ Peter Ravnholt 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/ 2014 ServiceNow All Rights Reserved 4
5 Damco International Part of the Maersk Group 2014 ServiceNow All Rights Reserved 5
6 Damco International Part of the Maersk Group 2014 ServiceNow All Rights Reserved 6
7 The ITSM journey Organization and sourcing (2014) Transparency Maturity Quality Efficiency/savings Building the essentials (2013) Roll-out / adaptation (late 2013) Focus on NGAs Unified processes One SM Tool Reporting Focus on Global support organization Sourcing of AM resources Guiding principles Pace over perfection One ITSM tool Creating transparency Doing more with less Focus on Global Applications and Global Infrastructure Central Organization Unified processes One SM Tool Creating transparency Focus on Central Essentials Focus on Regions Way of working Global Support organization and sourcing 2014 ServiceNow All Rights Reserved 7
8 The Onboarding Framework Damco 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 ServiceNow All Rights Reserved 8
9 The Challenges: Onboarding Global Business Services at the speed of light Challenge 1 Challenge 2 Challenge 3 Rapid on-boarding to ensure transparency and control Ensuring data scope & quality Engagement & communication with stakeholders 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 ServiceNow All Rights Reserved 9
10 Designing The Onboarding Framework Stakeholder Engagement Preparation & Planning Data Gathering & Validation Data Load & Verification Training Stakeholder Analysis Engagement Model Data Plan Com Plan Training Plan Data scope Quality Responsibility Data load Data verification Sign off ITIL Users Super Users Communication Snow Support User Amin Follow up & FAQ sessions Enhancement/ Improvement Log Reporting 2014 ServiceNow All Rights Reserved 10
11 Engagement Model Regional Super User Damco Assignment groups XML Vendor Y Vendor ITSM Tool Super User Self Service Portal Users Customer Environment Application Support Engagement Model: A model showing the interfaces between the customers/users, Super Users, Application Support and Vendors Vendor X Vendor Assignment groups 2014 ServiceNow All Rights Reserved 11
12 Onboarding Applications/Services in ServiceNow Custom built application to log all new applications/services being onboarded ServiceNow All Rights Reserved 12
13 Defining Business Services Understanding value & context Service Value & Context Service Functionality Value Description Business activities/outcomes supported 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. DAMCO s core system for supply chain management. Manages all SCM shipments from vendor booking to delivery. Business Criticality BIF = 1.00 Business Units supported User Capability Similar Services Service Prerequisites COO Enables users to enter details of all shipments from vendor booking to delivery. Kewill ( Freight Forwarding counter-part) Mainframe access id, eg. MLAPMSBR. Access to the Mainframe and MODS specifically ServiceNow All Rights Reserved 13
14 Onboarding Applications/Services in ServiceNow 2014 ServiceNow All Rights Reserved 14
15 Onboarding Applications/Services in ServiceNow 2014 ServiceNow All Rights Reserved 15
16 Managing and controlling application/service onboarding in ServiceNow The Framework is used to easily control and monitor how the onboarding of applications/services is progressing ServiceNow All Rights Reserved 16
17 Managing and controlling 2014 ServiceNow All Rights Reserved 17
18 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. 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. No SLA s defined. Everything is controlled together with the stakeholders via the expected delivery dates ServiceNow All Rights Reserved 18
19 Moving from an onboarding to a transition framework As the Framework evolved and new integrations was made to ServiceNow, we have seen it change from an onboarding to a transition framework ServiceNow All Rights Reserved 19
20 From Onboarding to Transition Service Strategy Service Design Service Transition Service Operation Requirement Management Requirements IT/Business Acceptance Service description Architecture CI Components Relationships CI Components Relationships 2014 ServiceNow All Rights Reserved 20
21 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 2014 ServiceNow All Rights Reserved 21
22 Questions 2014 ServiceNow All Rights Reserved 22
23 Thank you Lasse Koch Reporting Manager / ServiceNow Admin Damco International A/S [email protected] Peter Ravnholt Service Management Consultant BusinessNow [email protected] 2014 ServiceNow All Rights Reserved 23
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