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Current IT Service Management Situation

• Multiple non-integrated systems

• Multiple disconnected applications

• Lots of duplicate and redundant data

• Business keen to see platform benefits

• Organizations look to IT for solutions

Ariba

SAP ServiceNow

PARTNER

SYSTEMSPrivate

Cloud

BMC Remedy

Key Challenges

Gartner Research Inc.: Design IT Self-Service for the Business Consumer:

• IT self-service deployments are not currently designed to satisfy business consumers, who yearn for experiences like those they get in their daily lives from top retailers and service providers.

• IT organizations generally design self-service with self-serving intentions; they want to solve IT's problems, not the problems of the end user.

• Self-service is increasingly prevalent and embraced in business to consumer (B2C) environments, yet IT organizations have not adopted or applied the approaches of consumer service providers.

• IT associates low levels of IT self-service utilization with business users' unwillingness to resolve their own issues and limits or eliminates efforts toward continuous improvement. Gartner: Design IT Self-Service for the Business Consumer19 February 2014 by Jarod Greene

Key Challenges

• Multiple, overlapped and disconnected processes

• Information not accessible across support areas

• No holistic view of how IT operations are performing

• Multiple webpages and interfaces for the customer to request service and support

Shopping Integration & Process Automation

Shopping Integration Points

Service Management

ITSM + Configuration Management

Automation Platform

Performance Analytics

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SERVICE AUTOMATION PLATFORM

Common Portal for all Service requests

• 1E Shopping is tightly embedded within the ServiceNow application framework.

• End-users have a single interface or portal in ServiceNow and access Shopping like any other app.

• Tight Integration leads to ease of adoption and eliminates any need for training.

ServiceNow – Integration Capabilities

• The ServiceNow platform based on a SOA (Service Oriented Architecture) – offers Direct Web Services using which all new objects are automatically published.

• Mapped Web Services and Scripted Web Services are other the two techniques available.

• Forms, Lists and Reports on the ServiceNow platform are URL accessible.

• Integrations are most commonly implemented with the Incident Management, Problem Management, Change Management, Single Sign On modules.

• Direct Web Services are invoked by 1E Shopping for the integration.

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Incident Management in ServiceNow

Incident Management in ServiceNow

Parameters required to open a ticket in ServiceNow

• Caller or the User Name

• Category, Sub Category

• Ticket Number

• Short Description

• User email

• Assigned to, Assignment Group, Opened By

• Impact, Urgency, Priority

• Additional Comments

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Incident Management in ServiceNow

• New Objects/fields can be added as per requirement

• These fields are automatically published in the Direct Web Services

• Key parameters needed for Shopping integrations can be added in the Incident Management form

• Essential parameters: ShoppingGUID or the shopping ticket number to be added in ServiceNow

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Integration Process - Setup

• Shopping pushes essential information to ServiceNow to open a ticket

• Caller – Is the user logged into the Shopping portal and submits a request

• Category – Can be passed as Additional text from Shopping

• Sub Category – Can be passed as Additional text from Shopping

• Short Description – Shopping Application Name + Shopping application description

• User Email – email of the logged-in user in Shopping

• Assigned to, Assignment group, opened by - can be passed from the settings file in Shopping

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Integration Process – Setup

• If required, new Shopping groups can be created for Assigned to, Assignment Group and Opened by values

• Categories and sub-categories should already exist

• Shopping ticket number and any other parameters that need to be passed to ServiceNow should pre-exist

• Other fields that are available in ServiceNow and not captured by Shopping by default, can be extracted from external sources and passed on to ServiceNow from Shopping

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Integration Process – Setup

• Approval workflow design should be set in Shopping based on the use cases to be covered for the integration

• ShoppingGUID will be the bridge between Shopping and ServiceNow

• Additional comments and Work Notes in ServiceNow can be set with User’s comments and Approver comments from Shopping

• If required, more objects can be created such as Machine Name, Licensing information and can be passed from Shopping to ServiceNow

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Integration Process – Design

• Shopping provides integration workflow scripts

• These workflows are customizable vbscripts

• For the ServiceNow integration, these scripts will invoke Direct Web Services available on ServiceNow

• Scripts get called at each stage of the Shopping workflow

• Workflow stages are tied to actions such as request application, approval update, approval completed, installation completed etc.

• Shopping captures information about the user, applications, approvers that can be passed to ServiceNow through workflow scripts

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Integration Process - Workflow

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• When a Shopping request is submitted, the first script that gets called is ApplicationRequest.vbs

• If the script is executed successfully, a ticket in ServiceNow gets opened with the parameters passed from Shopping

• ShoppingGUID/ reference ID (unique ID) is set in ServiceNow and this is used for identification and further modification of the ticket

Integration Process - Workflow

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Request Without Approval workflow in Shopping

• ApplicationRequested.vbs gets called – ticket opened

• Next the ApprovalProcessCompleted.vbs gets called

• ApprovalProcessCompleted.vbs modifies the status of the ticket in ServiceNow

• If the request is for an application to be installed or addition to a AD group, Installation Completed script gets called and closes the ticket in ServiceNow

• If the request does not require an install, the workflow is set in a way that ticket is closed in ServiceNow as soon as the Shopping workflow gets completed

Integration Process - Workflow

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Request With Approval workflow in Shopping

• ApplicationRequested.vbs gets called – ticket opened

• If the approval process is set for chain of approvers, ApprovalUpdatescript gets called after every approval received by the approvers

• ApprovalUpdate script modifies the ticket and sends the information to ServiceNow

• ApprovalProcessCompleted.vbs gets called only when the approval workflow is completed i.e. all the approvers have either approved the request or the request has been rejected

Integration Process - Workflow

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• Approver name and Approver comments can be passed to ServiceNow from Shopping

• Once the approval process is complete, based on the use case design, Shopping workflow will either get complete (marking ticket in ServiceNow as Closed) or wait for a software install to complete

• On Install completion, ticket in ServiceNow will get closed.

Integration Process - Workflow

For Hardware requests/ Other Service Requests

• As part of use-case design, the delivery team or the desk-side team responsible for completing the task should be set as the last approver

• Desk side team should approve the request only after the delivery is completed

• Ticket will get closed in ServiceNow after the request is approved

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Integration Process - Workflow

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Request Cancelled by User

• When the request is pending for approval, user has an option of cancelling the request in Shopping

• If user cancels the request, ApplicationRequestCancelled.vbs will get called

• ServiceNow ticket status can be accordingly modified to Closed or Cancelled

Integration Process - Workflow

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Installation Completion

• If the request is for SCCM application or AD integration (Add user to Group) , then Shopping will wait till the installation is completed

• On installation complete, InstallationProcessCompleted.vbs will be called

Integration Process - Workflow

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• On successful installation, InstallationProcessCompleted.vbs script will mark the status of the ticket in ServiceNow as Closed

• If the installation fails, then status can be marked as Held or Awaiting (in ServiceNow)

• At this point Shopping will complete its workflow but ticket will not get closed in ServiceNow

• Shopping web page will show the status of the request as Installation failed

• Ticket will have to be then handled manually

Integration Process – Workflow Example

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Step 1a:

Setup Shopping Applications and Categories

Categories in ServiceNow

Similar categories can be set in Shopping as well

Integration Process - Workflow

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Step 1b:

Setup Shopping Application

For Category

Integration Process - Workflow

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Step 2 :

Request from Shopping Web Page

At the user’s request from Shopping, ticket gets opened in ServiceNow

Integration Process - Workflow

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Integration Process - Workflow

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Integration Process - Workflow

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• Ticket gets opened in Active state.

• ShoppingGUID is set along with other parameters seen in the ticket from Shopping. Category is same as seen in the Shopping Application (Software)

• In the activity section, User’s comments can be seen which were provided at the time of requesting from Shopping web page.

Integration Process - Workflow

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Step 3 - On Approval in Shopping

Integration Process - Workflow

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• Manager approves the request and state is changed to Install Pending

• Under work notes, Approver name and the comments are recorded which can be seen in the Activity section

Integration Process - Workflow

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Step 4: On Installation complete (Shopping workflow gets complete)

Integration Process - Workflow

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On Shopping Workflow Completion

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• Ticket gets closed in ServiceNow as well

• Closure notes and Close Code are set for the closure of the ticket

• In the activity section, all the activities performed during the integration can be seen

More Integration Points

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• The 1E Solution is highly customizable and can feed data into ServiceNow from other external resources

• The current integration can be easily extended to include Change and Problem Management

• Links to ServiceNow forms and reports can be added to Shopping, to provide a single interface