Page Comparison

Kian will present to the medical center (and subsequently other audiences) about OIT's use of ServiceNow. Provide a slide deck with an overview (focusing only on how we use the software internally).

Latest Slides

ARCHIVED MATERIAL BELOW USED FOR ASSEMBLING THE SLIDES

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Use a lot of screen shots, graphics and examples. The more we can "Show" them what our dashboards and interfaces look like in context, the better they will understand the reality of it's benefits

1. Service Catalog/Helpdesk
   1. Catalog of services offered by OIT
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   2. Self-service incident request management for campus users
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   3. Knowledgebase
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      ServiceNow Self Service Portal (OIT page and HR ECC page)
      1. Submit Incidents or Request Services
      2. Check status on open issues or requests
      3. Search Knowledge base for self help. 
   Portal Home page:
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   Service Catalog Menu Page
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   Submit an Issue 
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4. OIT Help Center 
   
   Knowledgebase
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6. OIT Operational Support
   1. Incident/Incident Request break-fix ticket assignment and tracking
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      1. Auto Routing based on CI
      2. General OIT SLA/OLA triggers and tracking
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      2. Problem management
      3. On-call scheduling
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         1. Manage by each team individually. OIT Helpdesk ensure these are up to date. 
         2. Give OIT Help Desk single point of contact during on-call hours. 
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         1. Monitoring alert escalation and personnel dispatch
      4. Projects
         1. Project intake
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         2. Project and task assignments and tracking
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         3. Project Financials
            1. Custom OIT Project Funding workflow using Cost Plans and Fiscal Year
            2. Budgeting - approvals
            3. Project cost tracking / cost plans
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         4. Status reporting
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            1. OIT PMO use SN Project Status report to track the project health over the life of the project. 
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            2. Project audit for compliance
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            4. Work Distribution Dashboard
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            6. Project Manager Dashboard
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         5. Portfolio management
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         6. FTE Resource management
         7. Change Management
            1. Change request prioritization and processing
            2. Change control calendar
            3. Change communication and notifications
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         8. Purchase Order management / ePO / Purchase approval and routing
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            1. A self service form with custom workflow to submit ePOs. 
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         9. Contract management
            1. Software contract management and renewals
            2. Software audits
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         10. Purchasing approvals / ePO
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         11. OIT Effort Reporting
             1. Effort time tracking on break-fix tickets, projects, and other time spent
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             3. Run/Grow/Transform effort tracking
             4. Data feeds annual budget call by helping estimate support labor costs
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         12. Dashboards/reporting/analytics (performance)
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         13. Disaster Recovery Inventory? (Not in CMDB yet - Jason)
         14. Inventory tracking / CMDB
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         15. Covid response