1. © 2016 ServiceNow All Rights Reserved
DONALD WALDRON
SR. MANAGER – IT DEV/OPS
Symantec
Get Bent on Agile in ServiceNow
and Level Up to Master of the IT Universe
TIM DUTTON
LEAD DEVELOPER/SCRUM MASTER – IT DEV/OPS
Symantec

2. © 2016 ServiceNow All Rights Reserved 2Confidential© 2016 ServiceNow All Rights Reserved
Agenda/Playlist
Summer of Love
I’m Beginning to See the Light
Begin the Beguine
Breaking Up is Hard to do
Baby, Baby One More Time
Doctor, Doctor
Chill Out (Things are Gonna Change)
Get on the Good Foot
Better Together
Vigilance to Keep
Come Fly With Me

3. © 2016 ServiceNow All Rights Reserved 3Confidential© 2016 ServiceNow All Rights Reserved
Summer of Love
Jun Jul Aug Sep Oct Nov Dec Jan
Workshops
Design
Build
QA
UAT
Training
Deploy
Training Part 2
Go-Live Jan 27

4. © 2016 ServiceNow All Rights Reserved 4Confidential© 2016 ServiceNow All Rights Reserved
I’m Beginning to See the Light
Phase 1 Scope
• Incident Management
• Problem Management
• Change Management
• Release Management
• Request Fulfillment
• Knowledge Management
• Self-Service Portal
• Service Level Management
• Service Catalog Management
• ServiceNow Discovery
• IT Asset Management
• Service Asset & Configuration
Management/CMDB
• Reporting
Integrations
• O3 (SSO)
• Active Directory
• Workday/Tibco
• BAC (app event monitoring)
• Altiris (end user assets)
• Google Search Appliance
• ScienceLogic (event mgmt)

5. © 2016 ServiceNow All Rights Reserved 5Confidential© 2016 ServiceNow All Rights Reserved
Begin the Beguine
• Needed a methodology to handle development request we were receiving
• Decided to use Agile
• Started with Rally
• Used mostly outsourced dev resources

6. © 2016 ServiceNow All Rights Reserved 6Confidential© 2016 ServiceNow All Rights Reserved
Breaking Up is Hard to Do
• Not enough customer input
• Requirements were too weighty
• Process Owners & Business Customers did not feel engaged
• Time lines were missed
• Sprints were halted
• 

7. © 2016 ServiceNow All Rights Reserved 7Confidential© 2016 ServiceNow All Rights Reserved
Baby, Baby One More Time
• Engaged a new Dev Lead/Scrum Master
• Polled Process Owners
• Simplified requirements form
• Ditched Rally for SDLC Module!
• Started Story Times to develop backlogs
• Trained Developers on process
• Trained & Re-Trained Process Owners and Managers
Things had to be different in our next attempt:
• Management review of all requirements
• Process Owners on the hook to present stories
• Stopped accepting solutions - stories must
present a question for resolution
• Mandatory code reviews
• Customer demos
• Process Owners perform their own UAT
• Defined new path to production

8. © 2016 ServiceNow All Rights Reserved 8Confidential© 2016 ServiceNow All Rights Reserved
Doctor, Doctor – Paging SDLC!
Software Development Life Cycle Module Changes
• SDLC is an ideal module for Agile development.
Live in this module!
• We decided to make a few customizations
to better model our new process and automate
various points in the life cycle of a story card.

9. © 2016 ServiceNow All Rights Reserved 9Confidential© 2016 ServiceNow All Rights Reserved
Doctor, Doctor (cont.)
New SDLC Tasks
• Development
• Testing (QA & UAT)
• Defect
• Deployment (UAT & Prod)

10. © 2016 ServiceNow All Rights Reserved 10Confidential© 2016 ServiceNow All Rights Reserved
Chill Out (Things are Gonna Change)
• It took a couple sprints to get everyone marching to the same tune
• People natively will struggle with Agile concepts
• Be Agile with small requirements but be hard and fast on delivery dates
• You will need to explain, explain, explain until people "get it"
• The less experienced the organization the stronger the Scrum Master you will need
• Don’t skimp on QA
• Establish direct lines of communication and escalation
• Don't fear your customers. They want success too
• They WILL come around!

11. © 2016 ServiceNow All Rights Reserved 11Confidential© 2016 ServiceNow All Rights Reserved
Get on the Good Foot (Over 400 Stories Later)
• Successful deliveries have built trust with Process Owners, Management, Testers,
and Development
• There is organizational pride in our Agile practices
• We have effective conversations around requirements and commitments
• Developers and Admins understand what’s needed of them individually
• We have great flexibility in shuffling dev resources
• Fewer single (human) points of failure and less exclusive tribal knowledge
• The model is being expanded and utilized for project work

12. © 2016 ServiceNow All Rights Reserved 12Confidential© 2016 ServiceNow All Rights Reserved
Better Together
Business Analysts
– Develop Stories with POs
– Gather SME Input
– Update Requirements
ITSM Process Owners
– Define Problems
– Work with BAs
– Perform UAT
Management
– Approve Changes
– Set high level direction
– Own the platform
Developers, Testers, Admins
– Estimate Story Cards
– Advise on Best Practices
– Provide Solutions
Scrum Master

13. © 2016 ServiceNow All Rights Reserved 13Confidential© 2016 ServiceNow All Rights Reserved
Vigilance to Keep
• Continuous and strategic business partnership (Communications)
• Ongoing Training and Personal Growth of Staff
• Process Documentation
• Care and Feeding of the Platform (Technical Debt)
• Always look to keep things out of the box first

14. © 2016 ServiceNow All Rights Reserved 14Confidential© 2016 ServiceNow All Rights Reserved
Come Fly with Me (AKA Top Takeaways)
1. You need a strong scrum master as they are the glue for everything else!
2. Define a process that works for your company and scales to your needs.
3. Delivery, transparency, and accountability build trust.

15. © 2016 ServiceNow All Rights Reserved 15Confidential© 2016 ServiceNow All Rights Reserved
Tim Dutton
Lead Developer/Scrum Master – IT Dev/Ops
Symantec
Donald Waldron
Sr. Manager –IT Dev/Ops
Symantec
Take the Survey
Please take a moment to complete a session survey in the Knowledge16 app.
Thank You