ServiceNow User Group 2019 (SNUG)

7:30am - 9:00am   Registration and Coffee

9:00am - 9:55am   ServiceNow Presentation
Speaker: To Be Announced

ServiceNow will present on a topic for the HigherEd community. 

9:55am - 10:50am   ServiceNow beyond ITSM: Custom Apps & Integrations
Jeff Maher, Servicenow Administrator, Harvard University
Dan Alexander, Associate Director of IT Service Management, MIT Sloan School of Business

Dan and Jeff will talk about where you go once you’ve implemented core ITIL processes, and how you grow the ServiceNow platform within and then beyond IT.  They’ll discuss successful higher-ed use cases for delivering custom applications to solve common business issues, including implementations for Harvard Benefits Office, and MIT Sloan’s Finance and Alumni Relation teams. Dan and Jeff will also touch on how integrations with ServiceNow can extend your reach and push or pull useful data and artifacts for consumption and interaction around ServiceNow. Jeff will discuss recent integrations at Harvard University with JIRA and Slack, while MIT Sloan will discuss a new project that ingests course data from Canvas to support the process of Course Management and Onboarding.

10:50am - 11:05am   Break

11:05am - 12:00pm   NYU Creating Case Experience for Human Resources and Finance in Servicenow
Meenakshi Baker, Assistant Vice President of Operations Technology Services, New York University
Alex Biehl, Application Analyst/Developer, ServiceNow, New York University
Liz Duke, Systems Architect,  New York University
James Walsh, Product Designer, New York University

During this interactive session, we will have some table top exercises for the participants to determine when Customer Service Case Management implementation should occur, versus IT Service Management. The participants will be able to take practical knowledge out of this experience and use it for implementation and extension of case management across service towers. As part of the exercises, we will share NYU's experience as case management was first implemented for HR and the current planning and preparation as customer service case management is being reviewed for potential use in Finance. 

12:00pm - 1:00pm   Lunch

1:00pm - 1:55pm    Wesleyan Asset Renewal and Management App
Speaker: Karen Warren, Deputy Chief Information Officer, Wesleyan University

Wesleyan University had been using an old homegrown method for tracking faculty and staff computer replacement cycles.  That method was highly manual and subject to error.  A year ago, they switched to an application built in ServiceNow that automatically collects data from the configuration items to generate records with budgetary values that allow for planning as far as 4 years in advance.   We have iterated numerous times working out kinks in the process.  Now a full year in, the application is THE source of data for replacement cycles.  Karen will share the application, the problem being solved, the method to get there with an honest analysis of where it has been a success and where it still needs some fine tuning.

2:00pm - 3:00pm   Harvard Automated Testing Framework:  Pick Three: Fast, Reliable, Cheap; An ATF story
Eran Spira, System Administrator, Harvard Business School
Jeff Manville, Servicenow Administrator, Harvard Business School 

During the session we will describe how, by leveraging the Automated Test Framework, we were able to reduce our testing and regression cycle from 40 human hours to 20 automated minutes. This time savings freed up QA resources to shift focus from repetitive test execution to designing test cases and shifted our Dev and QA work to a Test-First model where both development and test coverage are designed, built, and executed together to deliver high quality work to the organization while reducing resource cost and increasing output velocity.

3:00pm   End