Project Plan for Implementing ITIL Problem Management Module in ServiceNow.pptx

1 © 2019 ServiceNow, Inc. All Rights Reserved.
1
Problem Management
Module
Implementation in
ServiceNow
Sunanda Ganpati Balkunde
A20550905

2
Roadmap for Implementation
1.Introduction
1. Brief overview of the presentation.
2. Importance of Problem Management in IT.
2.Project Scope
1. Objectives of implementing Problem
Management in ServiceNow.
2. Boundaries of the project scope.
3.Methodology and Technologies
1. Agile methodology rationale.
2. Technologies used: ServiceNow, Jira,
Confluence.
4.Financial Overview
1. Project value and expected benefits.
2. Cost breakdown: Setup, customization,
licensing, and maintenance.
5.Implementation Timeline
1. Key milestones and project phases.
6.Monitoring and Control Strategies
1. Approaches for tracking progress and
quality.
7.Quality Metrics
1. Metrics and surveys for assessing
project success.
8.Risk Management
1. Potential risks and mitigation
strategies.
9.Project Summary and Retrospective
1. Current status of the project.
2. Lessons learned and recommendations for
future projects.
10.Q&A
1. Open floor for questions and
clarifications.

3
Introduction
Introduction to Problem Management Implementation in ServiceNow
Presentation Overview
1. The purpose of the presentation is to discuss the implementation journey of
the ITSM Problem Management module in the ServiceNow tool.
2. Agenda is to cover scope, methodology, financial overview, timeline, quality
metrics, risk management, and project summary.
Value of Problem Management in IT
1. Defining Problem Management and its significance in IT service management
(ITSM).
2. How ServiceNow's Problem Management module aims to improve IT service
continuity, reduce incidents, and streamline problem resolution processes.
3. The expected impact on the organization's IT operations, including enhanced
service reliability and user satisfaction.
Challenges:
Our IT landscape currently grapples with reactive support, inconsistent problem
resolution, and scattered data, leading to repeat incidents and unclear service
impact. Implementing ServiceNow's Problem Management module will transform our
approach—centralizing data for trend analysis, standardizing resolution processes,
and enhancing visibility for strategic decision-making, thus shifting our stance
from reactive to proactive IT support.

Project Scope
The objective of this project is to implement the Problem Management module within the
ServiceNow platform.
ServiceNow enables organizations to streamline and automate the process of identifying,
investigating, and resolving issues across IT services.
By leveraging ServiceNow's comprehensive ITSM capabilities, the project aims to enhance
operational efficiency and improve service reliability.
With the Problem Management module, users can:
• Effectively Identify and Categorize Problems: Using ServiceNow's intelligent workflows,
teams can quickly pinpoint and classify recurring incidents to prevent future disruptions.
• Automate Root Cause Analysis: Through integration with ServiceNow's Incident and Change
Management modules, the project facilitates automated root cause analysis, enabling faster
resolution times and minimizing the impact on business operations.
• Enhance Communication and Collaboration: The module provides a centralized platform for
communication and collaboration, ensuring all stakeholders are informed and engaged
throughout the problem-resolution process.
• Customizable Dashboards and Reporting: Users gain access to powerful data visualization
tools, including customizable dashboards and reports, to track problem resolution progress,
identify trends, and measure the effectiveness of problem management activities.
The user interface of the Problem Management module is designed for ease of use, allowing
users to efficiently manage complex problem resolution processes with a few clicks. This
intuitive design ensures that the platform can be effectively used by IT staff with varying
levels of technical expertise.
By adopting the Problem Management module, organizations can expect a significant reduction
in downtime, an improvement in IT service quality, and a more proactive approach to managing
4

Methodology
For the ServiceNow Problem Management Implementation project, the Agile Methodology will
be employed.
This approach was selected because it allows for continuous collaboration with
stakeholders and can adapt to the evolving needs of IT service management. Agile's
iterative process is particularly well-suited for the complex integration of problem
management workflows into existing IT systems.
Key benefits of using Agile in this context include:
• Maximized Value and Efficiency: By working in sprints, the project team can
prioritize the most valuable features for early release, offering quick wins and
enabling incremental value delivery.
• Enhanced Risk Management: Agile's regular reassessment of project deliverables
reduces the risk of project overruns and ensures alignment with business objectives.
• Collaborative Workshops: Engaging workshops and brainstorming sessions facilitate a
deeper understanding of the IT team's needs and promote the design of a more
effective problem-management process.
• Ongoing Feedback Loops: Agile fosters a feedback-rich environment, enabling real-time
adjustments based on user and stakeholder input, ensuring the final product truly
aligns with organizational goals.
The adaptability of Agile is perfect for the iterative development and refinement of the
ServiceNow Problem Management module, ensuring that the final implementation is both
robust and tailored to the specific needs of the organization.
5

Technology
The following technology stack will be using to support the ServiceNow Problem Management
module implementation:
ServiceNow Platform – Central to the project, for creating an integrated problem
management workflow within the existing ITSM framework.
JavaScript – Employed for scripting custom client-side and server-side solutions within
ServiceNow.
REST API – Utilized for integrating ServiceNow with other third-party applications and
data sources.
ServiceNow Performance Analytics – To track and visualize problem resolution metrics and
trends directly within ServiceNow.
ServiceNow Orchestration – For automating complex workflows across various IT tools and
systems to streamline problem management.
Git & ServiceNow Studio – Source control is integrated within ServiceNow for managing and
versioning development work.
ServiceNow Test Management – To manage test cases and ensure that the problem management
process meets defined requirements.
Confluence – To document project details, requirements, and best practices for ongoing
reference and collaboration.
Jira – For project management, tracking tasks, and aligning the implementation with agile
methodology timelines and sprints.
This suite of technologies will ensure a robust implementation of the Problem Management
module, enabling efficient problem tracking, resolution, and continuous improvement of IT
6

Project Plan
7
There are 5 Milestones and 15 Resources in the Project (In the slide, I've
included a detailed project plan)

Project Plan (contd.)
8

Financials
PROJECT VALUE:
The ServiceNow Problem Management module implementation aims to:
• Enhance IT service stability and quality by establishing a more proactive problem
management approach.
• Reduce recurrent incidents and IT service outages, directly impacting operational
efficiency.
• Improve end-user satisfaction through faster resolution times and better
communication.
BENEFITS:
•Expected to decrease IT-related downtime costs by 30% within the first year of
implementation.
•Streamlined processes will free up valuable IT resources, allowing for reallocation to
innovation and development.
PROJECT COST:
• Initial Investment: The implementation and customization of the Problem
Management module are estimated at $100,000. This includes configuration, process
design, integration, and initial training.
• Ongoing Expenses: Annual costs for maintenance, user training, support, and
ServiceNow licensing are projected to be around $50,000.
The financial forecast indicates that the value gained from reducing downtime and
increasing service efficiency will offset the initial and recurring costs, leading to a
positive return on investment over time.
9

Financial outlook over
milestones
Considering the financial investment for the 15 resources and the use of paid tools and
licenses necessary for the ServiceNow Problem Management Module implementation:
• Milestone 1 (Planning and Analysis): $10,606
• Milestone 2 (Design and Configuration): $13,636
• Milestone 3 (Deployment and Training): $26,515
• Milestone 4 (Operation Support): $30,303
• Milestone 5 (Reporting): $18,939
• Total Projected cost: $100,000
These costs encompass the resources' time and effort, as well as any licensing or
subscription fees for ServiceNow and other integrations during each phase of the project.
The project is forecasted to yield a significant reduction in IT-related downtime and an
enhancement in service efficiency. The expected cost savings and productivity gains will
contribute to a positive return on investment over the medium to long term, justifying the
initial and ongoing financial commitment.
10

Time
As we apply the Agile Methodology to our ServiceNow Problem Management module
implementation,
we plan to adhere to the following schedule:
Sprint Planning: Setting objectives and deliverables for upcoming sprints specific to the
Problem Management domain. Engaging the implementation team to outline tasks for
customizing and integrating the module within ServiceNow.
Duration: 2 hours per sprint.
Daily Stand-Up: A brief daily meeting to discuss progress, challenges, and next steps in
the context of Problem Management. This ensures that any impediments to the implementation
are addressed promptly.
Duration: 15 minutes daily.
Sprint Review: Presenting completed work to stakeholders, including customized workflows,
problem categorization, and resolution processes developed during the sprint. Soliciting
feedback to ensure the solution meets the IT department’s needs.
Duration: 3 hours at the end of each sprint.
Sprint Retrospective: Reflecting on the sprint with the project team to review our approach
to implementing the Problem Management module. Identifying successes and areas for
improvement, focusing on collaboration, and processes, and using ServiceNow tools.
Duration: 1.5 hours after each sprint review.
Backlog Refinement: Continuously updating the backlog with new insights and feedback
related to the Problem Management process. Prioritizing tasks based on stakeholder input
and project goals.
Duration: 1 hour weekly.
These timeframes are integrated into our project timeline, ensuring that each phase of the
ServiceNow implementation receives the focused attention it requires.
11

Timeline outlook over
milestones
Milestones:
• Month 1: Begin with requirement gathering and project planning, setting a strong foundation
for the implementation process.
• Months 2-3: Move to the initial setup of the Problem Management module, including basic
customization to tailor the tool to your organization's needs.
• Months 4-5: Focus on integrating the module with existing ITSM tools and carrying out
advanced customizations, ensuring seamless operation within your IT environment.
• Month 6: Conduct pilot testing to validate the setup and provide user training, making sure
the transition to the new module is smooth and well-received.
• Month 7: Execute the full rollout and begin the adoption phase, monitoring closely for any
issues and ensuring widespread utilization of the new system.
Key Activities:
• Planning and Analysis: Review current processes, engage with stakeholders, and outline the
project scope.
• Design and Configuration: Customize workflows, configure application settings, and create
support documentation.
• Deployment and Training: Launch the module, train end-users, and provide initial support.
• Post-Implementation Support: Offer continuous support, perform regular process reviews, and
update knowledge bases as needed.
• Reporting: Establish regular reviews of problem management tickets and conduct high-priority
issue assessments.
This timeline ensures a structured and phased approach to implementing the ServiceNow Problem
Management Module, with sufficient time allocated for each critical stage of the project.
12

Monitor/Control
Our monitoring and control strategy is anchored in JIRA's robust tracking capabilities, enabling real-time
oversight of project tasks and milestones. To convert this oversight into actionable insights, we've
established key performance indicators (KPIs) that will trigger alerts for deviations from the plan. Our
response protocols ensure that any project drift is met with swift corrective actions. Regular JIRA
dashboards will be reviewed in project meetings to evaluate progress against objectives, ensuring
transparency and informed decision-making throughout the project lifecycle. Detailed actions mentioned
below we have to follow :
• The JIRA tool will be used to monitor the project where one can assign tasks for various stages such as
"To Do," "In Progress," "Internal Review," and "Client Review.“
• Schedule Regular sprint reviews with the IT team and stakeholders via Jira to evaluate and adapt
project plans.
• Utilize subtasks to break down larger tasks into subtasks, ensuring all aspects of the implementation
are tracked and completed.
• Establish deadlines within Jira for tasks that are critical to the project's timeline.
• Link relevant documents and visuals within Jira tasks to provide comprehensive guidance to the
assignee.
• Highlight the significance of tasks in Jira to prioritize the work based on importance and urgency.
13

Quality Metrics
The below-mentioned metrics will help ensure the ServiceNow Problem Management module
effectively improves problem resolution processes and service quality.
• Functionality: Does the Problem Management module correctly categorize, prioritize,
and assign problems? Is the auto-routing functioning as intended?
• User Experience: How intuitive is the interface for end-users and IT staff? Are there
reduced clicks and simplified workflows?
• Integration Compliance: Do integrations with other ITSM tools or third-party
applications work seamlessly? Are data exchanges error-free?
• System Performance: Are there any significant lags or performance issues after
implementing the module? Measure load times for problem records and dashboards.
• Resolution Efficiency: Track the average time taken to resolve problems before and
after implementation.
• Adoption Rates: Monitor the usage of the module by IT staff to gauge its acceptance
and effectiveness.
• Customization Flexibility: Assess how easily new customizations can be made post-
implementation to adapt to evolving IT service needs.
• Security and Compliance: Ensure that all problem data is handled securely, access
controls are respected, and audit trails are complete and compliant with policies.
• Error Rates: Measure the frequency and severity of errors encountered by users, and
how quickly these can be resolved.
14

Risk
15
Risk Event Nature
Impact
(1-5)
Likelihoo
d (1-5)
Risk
Score
Mitigation/Enhancem
ent Strategy
Monitoring Plan
Integration
Complexity
Negative 4 3 12
Engage experts,
pilot testing,
integration review.
Weekly status
meetings,
integration
testing logs
review.
User
Resistance
to Change
Negative 3 4 12
Change management
plan, user
involvement,
training.
User surveys,
usage metrics
analysis.
Faster
Problem
Resolution
Positive 5 3 15
Allocate best
resources, process
optimization.
Measure mean time
to resolution,
before and after
metrics.
Our risk assessment has identified below key areas of concern and opportunity for the
ServiceNow Problem Management module implementation.
We're poised to manage these risks with expert engagement, comprehensive change
management, and resource optimization to not only mitigate risks but also to seize
opportunities for improvement.
Regular monitoring through status meetings, user feedback, and resolution metrics will
inform our ongoing risk management approach.

Summary and Retrospective
Current Status:
The implementation of the ServiceNow Problem Management module is currently in the deployment
and training phase.
This critical stage involves rolling out the configured module to the production environment
and conducting comprehensive training sessions for all end-users and IT staff.
Deployment has proceeded according to the project timeline, with no significant obstacles
encountered. The initial response from the training participants has been positive,
indicating a strong alignment with user expectations and business requirements.
Project Retrospective(To-Date)
As we navigate the deployment and training phase, here are some preliminary reflections:
1. Communication Efficiency: Continuous communication has been key to our smooth progress.
Future projects could benefit from even more frequent stakeholder updates during critical
phases.
2. Training Approach: The modular training approach has proven effective. For subsequent
rollouts, incorporating additional hands-on sessions could further enhance user comfort
and confidence.
3. Deployment Strategy: The phased deployment strategy allowed for manageable adjustments and
immediate feedback. Going forward, integrating a more formal feedback loop during this
phase could preempt any post-deployment issues.
4. User Readiness: Early engagement with users has facilitated a smoother transition. Future
projects may see improvements by initiating end-user training earlier in the project
timeline.
5. Resource Allocation: Adequate resources were allocated for this phase; however, allotting
extra support during the initial weeks post-deployment could be advantageous for immediate
issue resolution.
16

17
Q&A

18
Thank You
Sunanda Ganpati Balkunde

Project Plan for Implementing ITIL Problem Management Module in ServiceNow.pptx

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