Implementation readiness checklist Service Mapping Deliver a unified

Implementation readiness checklist: Service Mapping Deliver a unified, connected view of your entire IT network and the services it supports

Service Mapping implementation readiness checklist Introduction To map your services with Service. Now, you'll need two solutions: Service. Now Discovery and Service Mapping. The visibility provided by these solutions gives you valuable planning and diagnostic assistance. This will help you understand how your business is impacted by asset moves and replacements, unplanned outages, and migration to the cloud. This implementation readiness checklist focuses on how to prepare to implement Service Mapping, assuming that you already have CMDB and Service. Now Discovery in place. The benefits of using a readiness checklist are: Ø You’ll implement and see value faster Ø You’ll be aware of the key implementation risks and how to avoid them Ø You’ll have a superior, more efficient design (part of the Prepare phase below) so you get the most value from your Service Mapping implementation The Now Create methodology described in the appendix is a proven methodology developed from thousands of Service. Now implementations. It’s the recommended approach to implementation. This checklist provides actions for the Initiate phase and helps you get ready for the Plan phase. It does not provide activities to complete the Plan, Execute, Deliver, or Close phases but these phases are improved and expedited by this checklist. Include the activities for the Plan, Execute, Deliver, and Close phases in your implementation project plan. 2 © 2021 Service. Now, Inc. All Rights Reserved.

Service Mapping implementation readiness checklist Key risks to implementation success Common problem (risks) Impact Correction Lack of adoption leadership Poor communication; misaligned expectations; poor adoption; organizational dissent; conflicting priorities; scope creep; requirements churn; and comprised results Make sure you have a structured and active implementation leadership framework in place. Lack of organizational sponsorship Poor communication; moving expectations; missed expectation; organizational opt out; conflicting priorities; scope creep; requirements churn; comprised results Make sure that all affected organizations are onboarded at the start of the implementation and understand share the vision. Managing scope of capability Project is seen as a technology project that doesn’t require process change; capabilities are introduced without a clear link to value—sometimes for capability’s sake; conflicting priorities; scope creep; requirements churn; compromised results; long implementation timelines Develop a clear value strategy that all stakeholders diligently adhere to and that delivers clear, measurable value incrementally. Executives and stakeholders must keep a close eye on the capability’s scope to make sure it is balanced with the organization’s capacity to change. Over-engineered processes Processes are adopted for process’s sake or to a level of granularity that impacts usability; the trade-off between process rigor and value is not kept in balance; user opts out; compromised results Only follow processes if they demonstrate value and your organization can adopt them. When your approach allows for processes to be refined and tightened, your organization is more likely to adopt the changes and see the impact they make. 3 © 2021 Service. Now, Inc. All Rights Reserved.

Service Mapping implementation readiness checklist Intended use How you should use this checklist depends on the status of your Service Mapping implementation project plan: 1. If you have a scoped project plan from Service. Now Expert Services or a Service. Now certified partner – This checklist helps you align with the Service. Now best practices that will expedite readiness and enhance the design phase. Use it in addition to the recommendations provided by Service. Now Expert Services or the Service. Now certified partner that created your project plan. 2. If you don’t have an implementation project plan yet but are interested in what you need to prepare – This checklist highlights the standard steps to prepare for implementation, outlines the design phase homework, and gives you insight into some of the major decisions you’ll make during implementation design. It also supports estimating the implementation effort and timeline (with a Service. Now expert). If you’re in the process of scoping an implementation with an external services provider, use this checklist to make sure you’ve considered the best practices. 3. If you’re self-implementing – This checklist is for readiness only and doesn’t provide design, configuration, or testing activities. Work with Service. Now experts with advanced knowledge of Service. Now IT Operations Management (ITOM) processes and technical properties, including CMDB, Discovery and Service Mapping, to plan your implementation and execution. If you don’t have this expertise internally, we recommend a Service. Now certified partner or Service. Now Expert Services for planning and assistance with execution. Who should read this? The action items in this checklist are intended for the implementation owner, who can be a primary business stakeholder, project manager, or other stakeholder who manages the project management and decision-making processes on the customer side. They don’t have to be a decision-maker but are responsible to make sure decisions are made and executed. Note: If you’ve already completed some of the activities on this checklist (such as defining your business objectives), skip those activities but document them. Key readiness steps 1. Confirm prerequisites 2. Define vision, objectives and success 4. Create structure for governance 3. Assess your team readiness 4 5. Plan for OCM activities 6. Plan for implementation design © 2021 Service. Now, Inc. All Rights Reserved.

Checklist: Prepare to implement Service Mapping Step 1: Confirm the prerequisites Step 5: Plan for OCM activities See slide 6– 7 to complete this step. � Review Service Mapping features and functionality. � Consider what other capabilities you need to ensure value from Service Mapping. � Make sure Discovery is set up and that your CMDB is ready for Service Mapping. � Plan to define your services before mapping them. See slide 11 to complete this step. � Build an OCM plan. � Plan for a pilot. Step 6: Plan for implementation design See slide 12 to complete this step. � Understand your technical environment. � Get a deeper understanding of the services you intend to map during implementation. � Learn more about how Service Mapping is implemented so you are prepared to participate in design phase workshops. Step 2: Define your vision, objectives, and success See slide 8 to complete this step. � Define your vision, business objectives, and measures of success. � Agree on the scope of your Service Mapping implementation. Step 3: Assess your team’s readiness See slide 9 to complete this step. � Confirm your implementation and maintenance resources. � Identify requirements to discover service assets. Step 4: Create a structure for governance See slide 10 to complete this step. � Create an implementation governance committee. � Establish a technical governance subcommittee. 5 © 2021 Service. Now, Inc. All Rights Reserved.

Step 1 a: Review features and functionality Take the time to understand ITOM Service Mapping capabilities and features and consider what other capabilities will be needed to get expected value from your Service Mapping implementation. Review Service Mapping features and functionality Consider what other capabilities you need to ensure value from Service Mapping • Read the Service Mapping overview on the Service. Now website. Take note of the application’s features, functionality, and benefits. • • Read the Service Mapping product docs. These resources are more technical and provide additional functionality detail. Consider your use cases for Service Mapping (if you haven’t already determined them). You don’t have to confirm all use cases until the design or Prepare phase (Now Create, see slide 2) but get an idea of how you want to use Service Mapping. • Confirm that foundational Service. Now capabilities are already deployed and in use. The most common underlying Service. Now applications used with Service Mapping are CMDB, Discovery, Dashboards, Reporting, and various ITSM capabilities. • Read the ITOM Visibility product docs to familiarize with how Service Mapping works with CMDB and Discovery to deliver a unified, connected view of your entire IT network and the services it supports. • Review Now Community posts and Q&A on Service Mapping. • Review the Service Mapping Release Notes for the latest Service. Now release. • Practitioner insight: The most common use case for Service Mapping is to create a service-aware CMDB—a CMDB that associates CIs with the services they support—to support IT service management. Delivering a service-aware CMDB requires a foundational CMDB that is kept up to date by optimized Discovery capabilities and Service Mapping. • The applications your Service Mapping implementation needs to interact with are based on your use cases. If you’re unsure which applications you need for your use of Service Mapping, you’ll discover them during the design phase before configuration. • If you identify an application that you need to deploy before implementing Service Mapping, take this into account during the design phase so the application(s) you need can be designed, configured, and in production before you use Service Mapping. Confirm that the foundational Service. Now capabilities you need to support Service Mapping (listed above) are on the Orlando release (or later) or will be on the Orlando release when you begin implementation. If you need them, check out these resources for upgrading. 6 © 2021 Service. Now, Inc. All Rights Reserved.

Step 1 b: Confirm the prerequisites for Service Mapping depends on access to reliable configuration data for physical and virtual servers, computers, routers, switches, applications, cloud instances, and more. You need an updated configuration management database (CMDB) at all times. To implement Service Mapping, you will also need foundational service definition to inform what CIs need to be related (mapped) to each service. Make sure that services are defined well enough to be mapped Make sure that Discovery is set up and that your CMDB is ready for Service Mapping Before you can create a single service map, you need a CMDB that provides reliable, upto-date configuration data for all applications and assets related to the services you need to map. • If you have not yet implemented CMDB, use this resource to plan your successful CMDB deployment. • After deploying your CMDB, refer to our playbook on populating and maintaining your CMDB with Service. Now Discovery to learn how to use Service. Now Discovery to create the CIs that you need to map out your services. • Before continuing with Service Mapping, make sure you can: • • Run horizontal asset discovery using Service. Now Discovery • Match all the CI classes being imported with those found with Discovery • Identify duplicate CI records and resolve them with your CMDB Service Mapping is simplest for services that are already well defined. Think about what services are within the scope of your Service Mapping implementation. Are they clearly defined? Is there a service owner that can help you identify what CIs should be mapped to their service? If not, plan how to establish foundational service definition needed to effectively map these services. • If your organization hasn’t clearly defined services, review these resources for best practices on defining and mapping out your business services. • Familiarize with the Service. Now Common Service Data Model (CSDM) to understand the service terminology and modelling format used by Service. Now. • Configure credentials, users, and user permissions to let Service Mapping access and discover applications inside your organization’s private network. Practitioner insight: Consider the method(s) you will use for mapping application services and how you will need to prepare differently to support those methods. 7 Visit the CSDM Community Forum to review FAQs (you can also post your own questions in this forum as they arise during implementation). Note: Starting with the Madrid release, Service Mapping refers to services as “application services. ” In previous releases, they’re referred to as “business services. ” This aligns with the Common Service Data Model. © 2021 Service. Now, Inc. All Rights Reserved.

Step 2: Define your vision, business objectives, and measures of success Gaining support from leadership and stakeholders requires a vision, business objectives, and measures of success for Service Mapping. Make sure your implementation creates value that’s measurable and that you take the present state into account so you have an appropriate implementation plan. * This Success Checklist is critical and requires additional action items. Here are some suggested business outcomes and metrics for Service Mapping to jump-start your progress: Practitioner insight: If you already have an implementation project plan and you skipped Step 2, be sure you complete it before you implement. Implementation success and adoption requires gaining sponsorship from key stakeholders and executives—and aligning with them on business. Make sure your project plan aligns with all outcomes from Step 2. Suggested Service Mapping business outcomes: Ø Reducing service outages Ø Faster outage recovery time Ø Strengthening security strategies Ø Supporting a cloud-first or cloud migration strategy Define your vision, business objectives, and measures of success • Define the vision, business objectives, and measures of success that support your overall company objectives. Include your executive sponsor in the process to alignment. Use our Success Checklist* to make sure your vision cascades into clear and measurable business outcomes. Define what you need to deliver to support the business goals, such as: Ø A deeper understanding of what the infrastructure does Ø An understanding of how the infrastructure is connected to applications, servers, databases, networks, etc. Ø A near real-time view into the composition of services • Confirm that the vision, business goals, and measures of success are defined for the impact that you can make with Service Mapping. • Agree on implementation scope based on your vision. Bear in mind that achieving your goal may be an iterative process—not accomplished within one project. Suggested Service Mapping success metrics: Ø Percentage of CIs discovered Ø Number of service maps created Ø Mapping errors by type Ø Services identified with top-down discovery 8 © 2021 Service. Now, Inc. All Rights Reserved.

Step 3: Assess your team’s readiness There are multiple teams involved and specific skills required to implement and maintain Service Mapping. Make sure you have the right team in place or begin with a plan to engage them. Don’t finalize your resourcing and project plans until you’ve assessed your team’s readiness. Confirm your implementation and maintenance resources • Identify a project manager for implementation. This person should be experienced with leading software implementation projects, and Agile. Service. Now experience is highly preferred. • Ensure your executive sponsor is committed and fully engaged. • Confirm your business-side Now Platform owner is committed and fully engaged (typically a senior manager or VP). • Identify the business process and service owners who will provide input for the process design (especially service owners who own the services you plan to map). • Identify the technical owners for the Service Mapping implementation and post go-live support. • Ask all technical team members who will be involved in implementation and post go-live maintenance to complete Service. Now Fundamentals training prior to design. • Prepare infrastructure, middleware, and security teams to support the Service Mapping technical team. Practitioner insight: If you’re engaging external Service. Now experts for implementation, make sure your internal maintenance team is involved in the implementation design and configuration activities so they can own system maintenance without knowledge transfer once implementation is complete. • • Confirm your technical team has the needed skills for implementation and maintenance, including: • Service. Now systems administrators – Should be experienced in Service. Now implementation and should have taken Service Mapping Fundamentals and the Service Mapping Implementation courses • Testing resources • Development resources – Should have Java. Scripting skills Introduce system administrators and developers to Now Learning and Now Creators to encourage skills development. Practitioner insight: You won’t know the estimated effort or commitment of resources until the implementation scope and project plan are confirmed. Consult a Service. Now certified partner or Service. Now Expert Services if you’re unsure of what your resource plan should be. 9 © 2021 Service. Now, Inc. All Rights Reserved.

Step 4: Create a structure for governance Governance for your Service Mapping journey should include implementation governance and post-implementation governance. Implementation governance supports successful implementation while post-implementation governance supports the long-term success of Service Mapping in your environment. Your implementation governance team should form your post-implementation (maintenance) governance team. Create an implementation governance committee Establish a technical governance subcommittee • • Assign technical stakeholders, including staff responsible for support, administration, security, and integration. Your designated Service. Now platform owner should chair this subcommittee, supported by your project manager. • Define a meeting cadence, standard agenda, and decision process. In addition to standard project tracking, meetings should include: • Assign your designated Service. Now platform owner, business process owners (depending on what’s in scope for your Service Mapping implementation), IT service desk lead, partner representative, project manager, and other business stakeholders as required. Your executive sponsor should chair this committee. Define a meeting cadence, standard agenda, and decision process. In addition to standard project tracking, meetings should include: • Clearly identified and prioritized project objectives (e. g. , improvements to process performance, technical usability) • A review of organizational change management activities (See slide 10 (next) for OCM plan development. ) • Work with your executive sponsor and Service. Now platform owner to develop a responsibility assignment matrix (RACI) to establish a common, documented understanding of decision rights for the migration project. • Confirm that your governance team is prepared to define measures of success for enterprise, IT, and operational objectives. These measures of success should come from the goals and metrics discovered in Step 2. • • Identifying technical obstacles and strategies for resolution • Reviewing requests for new services to be mapped or for new functionality – These should require a business justification process before you implement them. Your technical governance subcommittee should report to your migration governance committee or steering group. Establish the rights to make decisions rights between your migration governance committee and technical governance subcommittee using a RACI. Practitioner insight: The governance structure you establish for implementation should set an initial baseline for the governance you’ll need for post go-live maintenance, especially to manage demand. See our resources on governance for additional details. 10 © 2021 Service. Now, Inc. All Rights Reserved.

Step 5: Plan for OCM activities Consider organizational change management (OCM) activities throughout planning and implementation for successful adoption and long-term success. Build an OCM plan Plan for a pilot • Confirm that you have leadership and executive sponsor support for OCM, including budget for an OCM program lead and/or Service. Now expert support. This should also include an explicit definition from leadership about what good OCM should look like for your organization. Initiate a limited-scope pilot after the design phase and before the larger-scale Service Mapping implementation. This is important for showing quick wins for effective OCM— and pilot feedback will enhance the quality of the larger scale Virtual Agent implementation. Detailed activities for a pilot are outlined in the OCM Success Checklist and Playbook. • Conduct an OCM readiness assessment* to measure how ready your stakeholders are for the organizational change needed to support Service Mapping. This should be conducted before design discussions. Based on your readiness assessment, use our Success Checklist* to create an OCM plan and develop an OCM impact analysis and risk assessment. *Tailor these resources to your use of Service Mapping and your business environment. Here are our recommendations for a Service Mapping pilot: • Start discussions with two to four small teams that would highly benefit from Service Mapping (e. g. , IT operations teams), are interested in Service Mapping, and can commit to a pilot. • Confirm the chosen team is willing to share feedback and the value they gained from the pilot. • Put a structure in place to document the lessons learned from the pilot. • Confirm the scope and dates for the pilot during the design phase. Most pilot scopes start small, including between one and three non-business-critical services. 11 © 2021 Service. Now, Inc. All Rights Reserved.

Step 6: Plan for implementation design The implementation design process involves multiple teams, collaborative decision-making, insight into your technical environment, and a thorough understanding of the services within scope for Service Mapping implementation. Due to this, it can often take weeks or longer to collect the necessary information, coordinate the right people, and solidify decisions during the design phase (the Prepare phase in Now Create). Enhance and expedite the design process by proactively collecting design-related information and initiating engagement with the required stakeholders during your preparation. If you’re engaging a Service. Now-certified partner or Service. Now Expert Services for creating an implementation project plan, provide the items in this section to enhance project planning conversations. If preferred, complete this section with your services partner. Understand your technical environment • Diagram your existing architecture so you have a clear picture of the technical environment you are working with during the design phase. Learn more about how Service Mapping is implemented so you’re prepared to participate in design phase workshops • • Get a deeper understanding of the services you intend to map during implementation • Consider which services should be in scope for your Service Mapping implementation (you will make final decisions on this in the design phase). • Make sure that you have a solid understanding of these services, including what they do, who they serve, and how they’re managed. • Create diagrams or conceptual models of these services to illustrate how they work. Map the assets involved to the best of your ability. The more complete this diagram is, the better. This will likely require collaboration with service owners. You can find examples of conceptual models in the Common Services Data Model white paper. 12 • Review our Discover and map your service assets checklist (especially steps 2– 5). Start thinking about how you may need to sequence Service Mapping to best suit your organization. After implementing the Service Mapping application, we recommend a “crawl, walk, run” approach, starting with a small subset of simple services before progressing into mapping increasingly complex/nested services. © 2021 Service. Now, Inc. All Rights Reserved.

What’s next? Now that you’ve completed all preparedness items, your next steps are based on your status when you began this checklist. 1) You have a scoped project plan from Service. Now Expert Services or a Service. Now certified partner – Share the outputs from this checklist with Service. Now Expert Services or your certified partner (whomever created your project plan) to make sure the activities in your project plan reflect your checklist findings. You’ll use the checklist outputs again during implementation execution, when you confirm your final design and resource planning. OR 2) You don’t have a project plan yet but are interested in what’s required to prepare – Use the outputs from this checklist to inform your decisions when choosing a services partner (their approach should align with the recommendations in this checklist) and to consider what you’ll need to implement and get the most value out of Service Mapping. OR 3) You plan to self-implement – If you have internal Service. Now experts with advanced knowledge of ITOM processes and technical properties (including CMDB, Discovery, and Service Mapping), then use the checklist outputs to expedite implementation kickoff and to enhance the design phase. If you don’t have this internal expertise, contact a Service. Now certified partner or Service. Now Expert Services to initiate project planning. Note: Our experience shows that most organizations do not have sufficient expertise to self-implement and should instead work with Service. Now Expert Services or a Service. Now certified partner to continue. Related resources • Explore Service Mapping (check the “Resources” section on this page for data sheets, case studies, e-books, and white papers) • Webinar – Making your IT operations service-aware with Service. Now ITOM and ITSM • Webinar – Enable business-aware IT operations with Service Mapping • Now Learning – Service Mapping Fundamentals (Now Learning login required) 13 © 2021 Service. Now, Inc. All Rights Reserved.

Appendix 14 © 2021 Service. Now, Inc. All Rights Reserved.

Appendix: Now Create – Phase summary Initiate • Understand the business objectives • Establish program governance • Establish the project team • Formally kick off the project Plan • Conduct process, platform, and integration workshops • Define, review, and prioritize the product backlog • Plan the release • Finalize the project timeline • Document the test strategy • Set up the environment Execute • Run agile scrum cycles • Define support processes and Hypercare approach • Execute communications and awareness roadshows • Plan for UAT and system testing 15 Deliver • Perform system testing and UAT • Plan for go-live • Determine operational readiness • Hold training • Go live Close • • Operational handover Hypercare support Lessons learned Measure value and champion success • Formally close the project © 2021 Service. Now, Inc. All Rights Reserved.

Customer Success Best Practices Service. Now’s Best Practice Center of Excellence provides prescriptive, actionable advice to help you maximize the value of your Service. Now investment. Definitive guidance on a breadth of topics Created and vetted by experts Strategic Best practice insights from customers, partners, and Service. Now teams Critical processes Management Expert insights Distilled through a rigorous process to enhance your success Tactical Designed for: Platform owners and teams Practical Actionable Valueadded Expertvalidated Based on thousands of successful implementations across the globe Technical Common pitfalls and challenges Executive sponsors Proven to help you transform with confidence Service and process owners Get started today. Visit Customer Success Center. 16 Contact your Service. Now team for personalized assistance. © 2020 Service. Now, Inc. All Rights Reserved.