Posted by Shirley Bittlingmeier, Client Services Officer, UCOP. Fondly called the SNUG, the ServiceNow Users Group – about 20 IT Service Management staff and ServiceNow developers from all UC locations – held a mini conference immediately after the UCCSC.
Most campuses and locations are using ServiceNow. So there are lots of best practices to share and ideas for collaboration to pursue.
Each location gave a presentation about their IT Service Management work, including processes and tools. Many said the greatest challenge is the sheer demand for automating additional IT workflows, as well as requests from business units to automate business process workflows.
The group participated in three workshops and were asked to develop specific recommendations. The workshop themes were:
- Developing a service management scorecard with three audience views (executive, management, operational).
- Resource sharing – leveraging our ServiceNow/ITSM talent across UC.
- Elevating the service management platform: How do you drive a service management agenda with limited top-down support?
They presented their recommendations at the end of the day. Later, we will discuss and refine them with the entire SNUG in a conference call, in preparation for ultimately taking them to the UC IT Leadership Council (ITLC).
The SNUG was established four years ago by the ITLC. We share information on current upgrades and enhancements, and tackle topics like resource sharing and various approaches to promoting the adoption of processes and standard procedures.
If you are in an ITIL process role or support ServiceNow, join your colleagues in our monthly meetings by subscribing to the SNUG!