how under armour used automation to improve the … · under armour it all began with kevin plank...

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


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


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


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.


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


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


Solution Adoption Lifecycle

Plan

BuildImplement

Operate

Optimize

Classify

UX Design


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


ServiceNow Automation


ServiceNow Automation – Questionnaire



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


6-10 Business Units

6

1 – 20 Affected Users

1


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


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 – Questionnaire

Screenshot of SA module w fields from questionnaire



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


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


Questions?


Tell us what you think!

www.servicenow.com/mobile

Give us your feedback and submit the survey.

Thank you

how under armour used automation to improve the … · under armour it all began with kevin plank...

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