managing projects with servicenow at the...

Managing Projects with ServiceNow at the University of San Francisco

Jim UominiService Level ManagerUniversity of San Francisco

John RobertsSenior Product ManagerServiceNow

LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING

• PMO website includes overview and links to forms– www.usfca.edu/its/projects

• Project Lifecycle – PMO Toolkit– Initiation, Planning, Execution, Closing

• Show Project Management website – Open to public

Initiation• Sponsors use Initiate a Formal Project record producer• Project Managers use the Project form itself

Project Management Institute Methodology

http://www.usfca.edu/its/projects


• High-Level Objective– SMART – Specific, Measurable, Achievable, Realistic, Time

• University Benefit• Alignment with strategic priorities

– Links to Vision, Planning, Priorities documents

• Project Classification– Compliance, Operational, Strategic– Discretionary or Non-Discretionary

• Priority• Risk/Reward Criteria – Look for low-risk, certain reward• Demonstrate Initiate a Formal Project record producer

Must Include


Risk / Reward Matrix


• ITS Directors and VP/CIO meet every three weeks• Review Priority, Risk/Reward, Resource Requirements• Type classified• Approved projects changed to Planning/Design Status,

assigned an ITS director and project manager• Or given Status Under Review, On Hold or Cancelled

Project Portfolio Management Committee


• Project Type• Budget Status, Schedule Status, Scope Status, Overall

Status• Sponsor Approval• ITS Strategic Priority• Schedule tab

– On Time added for ease of reporting– Issues with Planned vs. Actual dates

• “Close Project” task; • Baseline End Date field – suggested by John Roberts

• Evaluation and Criteria tabs

Project Form Customizations


• Project Priorities tab– PM and sponsor agree to constraints related to Cost,

Quality/Performance, and Time– Values are Constrain, Enhance, or Accept

• Demonstrate Project form customizations

Project Form Customizations


• Reference fields tie to Requirements and Issues tables• Schedule Status• Phase• Deliverable• Non-ITS Assigned to

• Planned vs. Actual dates after task started• Setting correct Planned duration after task started - Schedule

• Demonstrate Project Task customizations

Project Task Form Customizations


• Submitted by PM from Requirements related list• Submitted by non-licensed team member using

Submit a Project Requirement record producer– Need to know the project Short description– Fit/Gap– Type– Solution Status– Status – Approved or Not Approved– Developer– Ties to Project Change Request

• Demonstrate Submit a Project Requirement record producer • Demonstrate Requirements table

Project Requirements


• Submitted by PM from Tests related list in Requirementstable

• Submitted by non-licensed team member usingSubmit a Project Test Scenario record producer– Need to know the project Short description and the Requirement

being tested

• Demonstrate Tests table

Project Tests


• Submitted by PM from Defects related list in Tests table• Submitted by non-licensed team member using

Report a Testing Defect record producer– Need to know the name of the Testing Scenario

• Demonstrate Defects table

Project Defects


• We added Issues and Risks before SNC did in PM v2• Submitted by PM from Issues related list• Submitted by non-licensed team member using

Report a Project Issue record producer– Need to know the project Short description

• Demonstrate Issues table

Project Issues


• Submitted by non-licensed team member usingReport a Project Risk record producer– Need to know the project Short description

• Likelihood, Impact = Severity• Mitigation Strategy

– Control, Deflection, Retention, Avoidance

• Contingency Plan• Trigger

• Demonstrate Risks table

Project Risks


• Once in Build/Test phase, changes to Requirements/Scope require Project Change Request

• Submitted by Non-licensed team member usingSubmit a Project Change Request record producer– Need to know the project Short description– Auto assigned to VP for approval at PPM meeting

• Status– Decision Maker, Decision Date

• Priority• Change Type• Demonstrate Project Change Request table

Project Change Requests


• Link sent by PM to project team members/stake holders• Accessible from Provide Project Feedback record

producer– Need to know the project Short description

• Records viewed in Lessons Learned related list• Gather feedback on Project Management, Project Team

Dynamics, Recommendations

• Demonstrate Provide Project Feedback record producer

Lessons Learned Survey


• Accessed from Project Close tab• PM completes to debrief and begin project close out

– Replaced a doc form

• Demonstrate Project Close tab

Project Close


• Accessed from Transition tab• PM completes if project leads to a new service• New Service Needed – If “Yes”, following fields mandatory• New Service Name• New Service Description• Service Owner

– Additional questions related to support of new service– SOP doc – Creation of ServiceNow categorization, Business

Service and Application records, Service Portfolio record, web-based Service Portfolio listing, service web page

• Demonstrate Transition tab

Transition to Service


• PPM uses homepages to give high-level views of project load and status

• CIO uses them to brief senior management– Dashboard

• Pipeline Project List– Trend Reports– Active Projects List– My Project Overview

• Demonstrate Homepages

Homepages


• Two-part course in Blackboard online learning environment• Two hours on project methodology• Two hours on managing projects with ServiceNow• Includes exercises and short quizzes• Pilot done with ITS staff• Plan to use feedback to revise course and offer it outside

department

Training


Training


Thank YouService Level Manager

Jim UominiUniversity of San Francisco

[email protected]

Senior Product Manager

John RobertsServiceNow

[email protected]

managing projects with servicenow at the...

Documents