Implementation Specialist Summary

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ummary-7020120

Consolidation

enables a single system of record with greater standardization and

transparency(remove redundancy, remove fragmentation, increase
transparency)

Self Service

creates an IT storefront and puts the knowledge in the hands of the

business

Automation

eliminate Manual Processes (Workows)(Remove manual, error- pro

ne processes decrease cost, improve service)

Where is the data stored?

Currently all customers will have their data stored in a primary and
secondary datacenter known as paired datacenters

Implementation Specialist Summary

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ummary-7020120

Where do government customers have their data stored?

Federal Information Security Management Act (FISMA) compliant dat

acenters which meet additional federal requirements
FISMA is U.S legislation that provides a comprehensive framework t
o protect government information, operations and assets against n
atural or man-madethreats

What are the six steps of the high availability failover process whic
h are invoked by the ServiceNow cloud platform?

High Level automated failover steps:

1. Verify replication is synchronized between both data centers
2. Stop all application nodes associated with the customer instance
3. Reverse roles for each database from read-only to read-write, an
d vice versa
4. Change the database pointer to the read-write database within th
e application nodes
5. Change the DNS associated with the customer instance TTL
6. Start all application nodes associated with the instance

When is the data backuped?

- All instances have incremental backups nightly

- Full backups occur weekly
- Production instance backups are retained for 30 days

Where are the Backups stored?

Each backup occurs locally in the primary and secondary datacente

r.
Its important to note, only production instances are congured for
HA, meaning only the production instances have backups in two loc
ations.

Implementation Specialist Summary

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ummary-7020120

Release Cycle

- Hot x
- Patch Release
- Feature Release

Hot Fix

- Supports existing functionality with a specic problem x for a fea

ture release
- May not include and previous xes for a given release
- Does not include new features

Patch Release

- Supports existing functionality with a collection of problem xes

- Includes all previously issued hot xes for a given release
- Does not include new features

Feature Release

- Introduces new features

- Includes all available xes to existing functionality
- Is production-oriented; -> quality and stability are of the highest p
riority throughout the lifecycle

Implementation Specialist Summary

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ummary-7020120

G2G3 Polestar Simulation

The G2G3 Polestar Simulation is designed to demonstrate the value

of ITSM best practice (ITIL) processes and tool with the context of a
business and technology model.

StartNow Methodology

StartNow came from STrategic Alignment and Rapid Transformation.

StartNow provide:
- Leadership throughout the exible project framework
- Guidance in ServiceNow Best Practices
- Modular approach to Rapidly Deploy for immediate results

StartNow Phases

Benets of StartNow

Plan
Discover
Prepare
Deploy
Operate
Transform

Single methodology for managing implementation and project

Single place to store documentation and collateral
Single place to track the project
Historical record of why things were done in a particular way

Implementation Specialist Summary

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ummary-7020120

Plan (StartNow)

Discover (StartNow)

Prepare (StartNow)

Deploy (StartNow)

Project Denition
Project team setup
Kicko meeting
Sys Admin training

Requirements Workshop
Data requirements & KPIs
Integration requirements
Document requirements as stories

Core system setup

LDAP integration
Common data integrations
Scrum execution and project baseline

- Build functionality as dened in the Project and Scrum

- Project Management

Implementation Specialist Summary

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ummary-7020120

Operate (StartNow)

How Do you Use StartNow?

User Acceptance Testing (UAT)

Validation of Update Sets
End user testing
Go-Live checks
Transition to Tech Support

StartNow is loaded into a customer instance

- Plugins required to be enabled
- Scrum Process Pack Plugin
- Project Management Plugin
- One Update Set that builds the StartNow implementation Applicati
on
- One Update Set that contains sample StartNow data

What are the StartNow areas?

- Project Plan (PPM)

- Scrum (Stories)
- RIDAC

Project Plan

used to manage project

Implementation Specialist Summary

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ummary-7020120

Scrum

is a deployment methodology
4 Levels:
- Products -> Releases -> Sprint -> Stories

RIDAC

used to manage risks, issues, decisions, actions, changes

What are the activities in the Plan Stage?

What is required?
How is it done?
Wo does what?
When will things happen?

1. What is required?

Kicko with customer

Deliverables reviewed with customer (Ergebnisse des Kickos)
Approach agreed
Instances spun up
Project Plan loaded
Training scheduled
Security discussion happens NOW

Implementation Specialist Summary

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ummary-7020120

2. How is it done?

- Presentation to introduce the Methodology

- Introduce Best Practices
- Walk through the sample project plan

3. Who does what?

- ServiceNow led engagenemts, the EM resource will kick o project

, spin up instances, install StartNow in the customer instance and ru
n kicko meetings
- Customer Project Manager resource will re-iterate / conrm delive
rables. Project Plan reviewed and updated with Milestones/ drop-de
ad dates
- Customer Decision maker/ Exec sponsor in kicko meeting to set t
he path

4. When will things happen?

Usually 3-4 weeks after project signature

What does the ServiceNow Project Team consist of?

Engagement Manager
Technical Consultant
Business Process consultant
Integration Consultant
Cloud Infrastructure

Implementation Specialist Summary

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ummary-7020120

Engagement Manager

- Overall ServiceNow lied for deployment

- Is a peer to the customer management and Project Manager
- Overall deployment success and customer value

Technical Consultant

- Helps Customers with knowledge Transfer

- Development help/support

Business Process Consultant

- Leads the Process Workshops

- Helps to dene the backlog of requirements to be implemented

Integration Consultant

- Develops a strategy for integrations

- Development of the integration points to and from ServiceNow

Implementation Specialist Summary

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ummary-7020120

Cloud Infrastructure

Customer Project Team

- Instance build and physical environment optimization

- Datacenter
- Network and Connectivity

Executive Sponsorship
IT Manager/Director
Project Manager/Scrum Master
System Administrator
Business Process Owner
Product Owner

Executive Sponsorship

- Visible, active and knowledgable

- able to clear road blocks

IT Manager/Director

- Involved with driving priority

- Decision Maker
- Tracks scope creep and provides visibility

Implementation Specialist Summary

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ummary-7020120

Project Manager/Scrum Master

- Co-ordinate, tracking escalation, prioritization

- Responsible for the success of the project
- Removes obstacles from the team

System Administrator

- Hands on
- Tailors the application to business requirements

Business Process Owner

- Complete denition of the current/future processes

- Testing
- Ensures application maps to business

Product Owner

- Establishes and communicates product vision

- Prioritizes features according to customer value
- Primary representative of business stakeholders

Implementation Specialist Summary

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ummary-7020120

- StartNow can be auto installed on a customer instance using ICE

- 2 Plugins are needed: Project Management and SDLC (Scrum Process Pack)

Load StartNow Implementation Application

- 1 Update Set used to create the StartNow Application

- 1 Update Set used to import sample RIDAC records, sample project task and sample products,
releases, sprints and user groups

Steps after StartNow Implementation Application is loaded

- add all scrum team members to the StartNow Implementation Gro

up
- Add all StartNow Implementation members to the group

Coordinated between the Engagement Manager and the customer's key stakeholders
- Introduction
- Discuss basic roles and responsibilities
- Initiate VPN and LDAP discussion

What happens in the Pre-Kicko meeting?

- Discuss demo instance what has been POC'ed

- Determine new instance names (Prod, UAT, Dev)
- Review Deployment Methodology
- Discuss Training
- Plan schedule onsite visit

What happens in the Onsite Kicko Meeting?

Coordinated between the sales team that sold the solution and the
customers kex stakeholders
- Meet with key stakeholders
- Introduce yourself and possibly team
- Get the right people involved early
- Dene type of teployment (agile vs. waterfall)
- Understand high-level requirements

Implementation Specialist Summary

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ummary-7020120

Steps after cloning back from Prod to Dev/Test

- Update the Welcome Page

- Create dierent look for each instance (banner name and color)
- change the email properties/notications to prevent users from ge
tting messages from sub prod instances
- restrict user access and modify LDAP to disable imports and updat
es
- Disable active scheduled jobs such as imports and reports.

What does the story text include?

- the role of the user in the system

- the need expressed by the user
- the benet from implementing described feature

What is a story?

A story is a short description of a customer need, written in the voi

ce of the customer.

- Draft (not ready to be assigned or worked on)

- Estimation
- Ready (ready for work)
- Work in Progress

What are the story states?

- Awaiting info
- Ready for testing (work is complete and needs verication)
- Testing (usually conducted by customer)
- Complete (Work is veried and complete)
- Cancelled (team decides not to pursue the story)
- testing failed

Implementation Specialist Summary

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ummary-7020120

What are the elements of the core system setup?

What eects the performance?

- VPN Connectivity (if nessecary)

- LDAP integration
- Groups
- Roles
- Security (ACLs)
- Calendars
- Schedules

Form elds
Business rules
Client Scripts
Related Lists
Loading Data
Reports