SMCC Participation Agreement

Non-Adherence Procedures

The purpose of this document is to outline a procedure for working with Emory support organizations that have previously accepted the Service Management Competency Center (SMCC) participation agreement for the Service Management ‐ ServiceNow implementation but in practice are not meeting the responsibilities as outlined in the agreement.

Acceptance of the original participation agreement acknowledged that the participating support organization will comply with Emory’s ServiceNow guidelines, roles and responsibilities, process, procedures, terminology, and governance. Routinely, service management process owners will generate reports utilizing ServiceNow to observe compliance. The following protocol will be used when it is discovered that a participating support organization is not adhering to participation agreement expectations:

  1. The service management process owner will contact the designated manager of the process in the support organization via email and phone to make them aware of the non‐compliance and any customer concerns associated with the non‐compliance. If the manager of the support organization responds, the process manager will assist the manager to define a course of action to remedy the non‐compliance. If there is no response from the manager of the supporting organization within one week, then the process owner will attempt contact a second time via email and phone. If the manager is still unresponsive for an additional week then the non‐compliance will be escalated to the Service Management Competency Center (SMCC).
  2. The SMCC will then identify a committee member, most likely a representative of the business unit or school, who will contact the support organization via email and phone to make them aware of the non‐compliance issue, the potential impact of the non‐compliance and the associated customer support concerns. If the manager of the support organization responds, the SMCC committee member will notify the process manager who will assist the manager to define a course of action to remedy the non‐compliance. If the manager of the support organization does not respond to the SMCC committee member within one week, then the SMCC representative will attempt to make contact a second time via email, phone or an in‐person office visit. If the manager of the support organization is still unresponsive after an additional week, the non‐ compliance will be escalated to include the business unit director for the supporting organization.
  3. The SMCC committee chair will next send an email communication identifying the non‐compliance issue, the potential impact of the non‐compliance and the associated customer support concerns to the manager of the support organization and the director or ITPC member responsible for the business unit or school of the supporting organization. The SMCC committee chair will also telephone the director or ITPC member of the business unit or school of the supporting organization to outline the non‐ compliance, the potential impact of the non‐compliance, the associated customer support concerns and develop a remediation plan.
  4. If the manager or the director of the support organization does not respond to the SMCC committee chair within one week, then the SMCC committee chair will attempt to make contact a second time via email, phone or an in‐person office visit. If the manager and the director of the support organization are still unresponsive after an additional week, the non‐compliance will be escalated to the ITPC.
  5. At the subsequent ITPC meeting, the ITPC will review the non‐compliance, the remediation procedure that has been attempted, and determine a subsequent course of action which may include:
    • notifying the dean or other senior leadership of the non‐adhering business unit of the non‐compliance, the potential impact of the non‐compliance and the associated customer support concern; 
    • imposing a financial penalty for all associated costs related to the non‐compliance; 
    • determining an alternative path to direct customers for support; 
    • proposing alternative incentives for adherence; or
    • as a last resort, removing the support organization from the ServiceNow tool.

Throughout this process, the process owner will not modify any incidents throughout this process without explicit, written instruction from the support organization.