The Contract Management team at EMC Managed Services currently uses a manual process for contract requests, approvals, and tracking that involves emails, spreadsheets, and phone calls. They want to implement a ServiceNow solution to provide automation, metrics, reporting, and improved processes. The presentation recommends taking an incremental approach, starting simply and iterating based on feedback, to successfully establish the solution and build confidence in the ServiceNow platform.

1. 1© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
Contract
Management
ServiceNow NE User Group
Paul Ciarfella
EMC Managed Services
paul.ciarfella@emc.com

2. 2© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
EMC Managed Services

3. 3© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
ServiceNow Use
ITSM (I+P+C, SLAs)
CMDB (MS customer CIs)
Sales Pipeline Management
Risk Management
Service Catalog
Project and Portfolio Management
Knowledge Base
Service Desk Integrations
SMARTS Integration (Alerting)
Microcode Currency
Time Cards / Time Tracking
Enhancement Request Process
Contract Management
• ServiceNow customer since August 2011
• First go-live in October 2011 with I + C

4. 4© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
Contract Management
• Dedicated team providing contract
management services to MS
– Support requests and templates
– Local Country Agreements
– Contract Requests and Signature Approvals
– Contract Change Requests
• Well-defined detailed processes
• But its manual
– Email, spreadsheets, phone calls
– No automation
– No metrics, no service level guarantees, lack
of detailed logs

5. 5© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
Desired
• A centralized, searchable repository to record
requests and contract meta data
• A 24 X 7 web portal to track contract status and
performance KPIs
• Automated routing for requests, approvals and
signatures
• Automated notifications about upcoming deadlines or
overdue tasks
• OLAs for contract processing and execution
• On demand and scheduled reports for contract
status, milestone execution and SLA performance

6. 6© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
The Contract Management team is new to ServiceNow
ooooh’s and ahhhhh’s
Let’s think about that …
It would be really cool to have …
What if we …

7. 7© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
Credit: JasonGoto / Flickr

8. 8© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
Crawl Keep it simple
Provide a functional solution ASAP for
request and approval tracking
Basic but high value reports
Don’t rush to build the HGCMS
(Holy Grail Contract Management System)
Scope Limited to CM team

9. 9© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
Demonstration
Added MS processes
Hid OOB capabilities
Did not break anything in case
we want it in the future

10. 10© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
Walk Improvements based on usage
feedback from the Contract
Management team
Implement OLAs, metrics and KPIs
• Determine average response and
fulfillment times
• Identify bottlenecks in process
Renewals and expirations
Scope Include executive management for
KPI visibility

11. 11© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
Run Integration of MS Service Catalog
(SharePoint) for request / fulfillment
Automation and workflows for
requests, approval routing,
reminders, tracking
Mobile support
Scope Entire MS organization

12. 12© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
Keys to Success
• Keep it simple (initially)
• Iterate, demonstrate, validate
• Establish the solution with a quick win
• Build confidence in the platform
– Demonstrate the power of the platform by turning around
requests quickly
• Make it flexible, but not too flexible
• Be available to train, support and answer questions
• Don’t forget reporting

13. 13© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
Make it stick!
The evil spreadsheet is lurking on the desktop …