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HOW UNDER ARMOUR USED AUTOMATION TO IMPROVE THE TEAMMATE EXPERIENCE
Manager, IT Service Management & Operations
Amy O’Connor
Solution Adoption Analyst
Amanda Lotwin
Sr. Analyst, ITSM & Operations
Matthew D’Andrade
2 © 2019 ServiceNow, Inc. All Rights Reserved.
Speaker Introduction and Company Overview
Why Solution Adoption?
Approach and Timeline
Benefits
Path to Solution Adoption
Agenda
1
2
3
4
5
Solution Adoption Framework6
ServiceNow Automation7
Metrics8
Q&A9
3 © 2019 ServiceNow, Inc. All Rights Reserved.
Speaker Introduction
Amanda Lotwin
Solution Adoption Analyst
Under Armour
University of Maryland
B.S. Computer Engineering
Amy O’Connor
Manager, IT Service Management & Operations
Under Armour
Loyola University Maryland
B.S. Management Information Systems
MBA
Matthew D’Andrade
Sr. Analyst, ITSM & Operations
Under Armour
University of Notre Dame
B.S. Business Administration
4 © 2019 ServiceNow, Inc. All Rights Reserved.
UNDER ARMOUR
It all began with Kevin Plank and an idea to make things better. His grit, passion, and relentless pursuit of innovation are still driving us today. With these ideas at our core, we’ve been able to empower athletes of every kind while continuously breaking the mold every chance we get.
Under Armour Global Headquarters is located in Baltimore, Maryland, with offices all around the world.
Company Overview
Place company logo here
5 © 2019 ServiceNow, Inc. All Rights Reserved.
What you will learn
1 2 3
Understand solution adoption importance
Analyze path to automation Automate
7Confidential & Business Proprietary Information of Under Armour, Inc. Copyright © 2015
Why Solution Adoption?
Changes to Production Systems in 2018
Armour Desk Tickets Submitted by End Users
* Data from Service Now PRD
Solution Adoption Goals
Ensure User Success in Achieving Business Goals
Acclimate Users to New or Improved Products, Systems, Services, and Processes
Support New Revenue Growth Opportunities and Higher Retention Rates
Define a Repeatable and Scalable Model that will Showcase Teammate Value
Measure Solution Adoption Success and Global Service Desk Preparedness with Defined KPIs.
8Confidential & Business Proprietary Information of Under Armour, Inc. Copyright © 2015
Approach and Timeline
Phase 1 Complete with Tier 1 Project PRD automation
December 2018
January 2019
February 2019
March 2019
April 2019
May 2019
June 2019
Performed assessment of UA IT Global Processes (PMO, ITIL, Change Management ) to understand process models
“Armourized” industry adoption lifecycle standards to create a path to adoption checklist
Defined templates as best practices to accelerate learning curve of new adoption processes
Automate path of adoption checklist within Service Now, integrating with existing Demand, Change, and Project processes
9Confidential & Business Proprietary Information of Under Armour, Inc. Copyright © 2015
Benefits
Repeatable and Scalable Process can be used by ‘Novice’ Change Agents
Strategic Toll Gates at Pivotal Lifecycle Phases Ensures Review, Approval, and Use of Best Practices Every Step of the Way
Integrates and Aligns with Change Management Processes and Complements PMO and ITP Structures
Solution Adoption Analyst Manages Process and Strategic Toll Gates
10Confidential & Business Proprietary Information of Under Armour, Inc. Copyright © 2015
Solution Adoption Lifecycle
Plan
BuildImplement
Operate
Optimize
Classify
UX Design
11Confidential & Business Proprietary Information of Under Armour, Inc. Copyright © 2015
Path to Solution Adoption
1. # of Users Affected2. # of New Processes, Process
Changes, or Behavioral Changes to be Introduced
3. Regions Affected4. Business Units Affected
PATH A: PROJECT
PATH B: ENHANCEMENT
12Confidential & Business Proprietary Information of Under Armour, Inc. Copyright © 2015
ServiceNow Automation
13Confidential & Business Proprietary Information of Under Armour, Inc. Copyright © 2015
ServiceNow Automation – Questionnaire
14Confidential & Business Proprietary Information of Under Armour, Inc. Copyright © 2015
ServiceNow Automation
Example: Guest Wireless Project
Number of New Processes, Process Changes, or Behavioral Changes
Number of Affected Users
Number of Affected Regions
Number of Affected Business Units
All Employess
1
All Regions
All Business Units
15Confidential & Business Proprietary Information of Under Armour, Inc. Copyright © 2015
6-10 Business Units
6
1 – 20 Affected Users
1
21 – 75 Affected Users
5
Up to 1 Region
2
Up to 2 Regions
4
Up to 1 Business Unit
2
2-6 Business Units
4
5 or more New Processes, Process
Changes, or Behavioral Changes
10
10
5
6
6
Total 27
76 – 200 Affected Users
10
2–5 New Processes, Process Changes, or Behavioral Changes
5
Up to 3 Regions
6
Number of New Processes, Process Changes, or Behavioral Changes
Number of Affected Users
Number of Affected Regions
Number of Affected Business Units
200 or more Affected Users
15
4 or more Regions
8
10 or more Business Units
8
Up to 1 New Process, process Change, or Behavioral Change
127+ Total Points
<27 Total Points
Plan A
Plan B
Tier Determination
ServiceNow Automation
16Confidential & Business Proprietary Information of Under Armour, Inc. Copyright © 2015
ServiceNow Automation – Questionnaire
Screenshot of SA module w fields from questionnaire
17Confidential & Business Proprietary Information of Under Armour, Inc. Copyright © 2015
ServiceNow Automation
18Confidential & Business Proprietary Information of Under Armour, Inc. Copyright © 2015
ServiceNow Automation
Items are auto-filled from the Demand record
Related lists for the associated tasks, approvals, and surveys for the solution adoption efforts
Tabular functionality to house the mandatory requirements for each phase
19Confidential & Business Proprietary Information of Under Armour, Inc. Copyright © 2015
Metrics
Did you feel this change was
communicated well prior to
implementation? Yes or No
- Detailed list of Project
go-lives and affected
CIs
- Addition of ‘Project ID’
field
- Survey sent to
stakeholders after PRJ
is closed
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