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 …