ServiceNow Industry Day Presentation (002).pptx

Industry Day Presentation July 2024

Overview

DFC Modules and Desired Goals Highlights of DFC Current Incidents and Backlogs DFC ServiceNow Architecture DFC ServiceNow License Structure DFC Business Current Process Future Development and Modernization Goals

DFC Modules IT Service Management (ITSM) Leverage problem, incident, change, request and knowledge to their maximum capability.

Identify recurring customer issues and their root cause.

Hardware Asset Management (HAM) Leverage opportunities to improve the current out of box minimal state.

Ensure Discovery agent is always functional.

Software Asset Management (SAM) Leverage opportunities to improve SAM (Integrating with Saas licensing portal and endpoint software for reporting) and the current out of box minimal state.

Improve requests, workflows and leverage Request Management and product catalog for employee request to improve user experience.

Strategic Portfolio Management (SPM) Integrate with other DFC Project management tool such as Azure DevOps, SharePoint.

Improve project information visibility in PPM Dashboard and modify status report as required.

Agile Configure and consolidate projects and agile functions within ServiceNow Agile Module.

Note: The modules above requires continual enchantments/improvements Number of backlogs open- related to enhancements (for each module) with example: 70+ total Number of incident open per week/per month: Incidents 60/ month and 30 Backlogs As-is and to-be for each module Systems integration

DFC Modules (cont.)

HR Service Delivery Increase productivity and operational efficiency and provide the managers roles to better support employees.

Implement additional HRSD functionalities available to DFC.

Improve knowledge management for DFC employees.

Recommend HR dashboard improvements.

Request/Service Catalog Application Review current incidents to identify and define “Requests”, and then document the fulfillment process and migrate them to Service Catalog as requestable items.

Collaborate with the users to understand and improve IT support areas within Employee Service Center and related activities.

Workplace Service Delivery (WSD) Provide continual data governance by removing duplicate date.

Add enhancement/modification to the module as per the product owner’s specification.

Additional Module Configure and deploy any additional task module DFC plans on adding in the future (such as Now Assist).

Note: All modules require continual enhancements and improvements.

Proposed Solution: ensure all agile/hybrid projects doing backlog grooming have a defined roadmap

DFC Incident and Backlog Matrix Backlog Stats:

Backlog # as of July 2024: 70+ Average Incident per Month: 60+ Average Backlog Requests per Month: 20+ Key Stakeholders: Service Desk, Asset Manager, HR, Facilities

Backlog Type:

Enhancements Modifications System Integrations (Ex: Active Directory, Okta, Splunk, etc.)

Implementations

Proposed Solution: ensure all agile/hybrid projects doing backlog grooming have a defined roadmap

ServiceNow Application Architecture

DFC ServiceNow License Structure

ServiceNow User License Count for FY24: 1000+

DFC ServiceNow Business Process New Request from Users Completed backlog items and incidents are released weekly Complete Intake form for CTO approval Enhancement or modification to an existing module or workflow All other requests (Break fix, problems, etc.)

Significant change to architecture (New technology or new project) New System integration with ServiceNow ServiceNow backlog Resolve all break fix, requests or problem as incidents Goal: Leverage problem, incident, change, request and knowledge to their max capability.

Future Development and Modernization DFC’s Future Plans with ServiceNow:

Automation of current processes (example: ServiceNow AD Integration) System Integration (example: FPPS, AD, Everbridge, etc.)

Continual Improvement of current processes Governance and Compliance (example: Cyber Security, audit findings etc.)

AI Implementation (Example: Now Assist Implementation) Knowledge Management Compliance with DFC Service Level Agreement (SLA) Efficient upgrades to ServiceNow environment Development of user Guide and training videos as requested (Impact license) Compliance with DFC dynamics and adjustments as needed image4.png image5.png image6.png image1.png image3.png