Elastic Integration for ServiceNow
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Transcript of Elastic Integration for ServiceNow
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September 2013
Ediz Ertekin, Vice President Field Operations
Elastic Integration for ServiceNow
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New Information Value Chain
BYOD SaaS CloudInfrastructure
Traditional desktop support
Packaged application
support
Infrastructure support
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Connecting Internet of Things
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Integration for the New Era
N + 1 where N = # of nodes
= 8 connections
Custom Code/Legacy: Point-to-
Point
SnapLogic: Hub-N-Spoke
N (N-1) / 2 where N = # of
nodes
8 (8-1) / 2 = 28 connections
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Elastic Integration
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Hybrid Architecture• Execute integration
pipelines (workflows) in cloud, on-premise or both
Secure Operations• Securely orchestrate
business processes that traverse cloud & ground assets
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SnapLogic Value Proposition
Enable business transformation & increase business agility
Reduce skill set to build, maintain and manage integrations
Pre-built Snaps (intelligent connectors) for ServiceNow and eco-system to accelerate time to value
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Where and Why SnapLogic
Integrate more than 2 applications
Increase agility to deliver and respond to changes
Centrally manage and report on integration processes
Reduce required skill set to solve the integration challenge
Automate documentation of flows
Eliminate hand-coded integrations
SnapLogic accelerates ServiceNow implementations/expansion when companies need to:
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Common Scenarios | Employee On-boarding
Recruitment | Provisioning | Procurement– Complex, changing processes
– Crosses functional lines
– Multiple applications/processes involved
Hire
Enrichment
Visualization
Procurement
Provision
Provision
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Case Study 1 | Leading Restaurant Chain
1200 restaurants and 90,000 employees with 40% annual turnoverBusiness Problems• Restaurant employee hiring/termination occur with little
warning• Need to make hiring offer in morning and begin working in
afternoon• On-boarding processes vary by position, promotion, location• Regulatory changes drive rapid provisioning modifications
Alternative Approaches• Existing Enterprise Bus integration too complex, rigid• Custom coding would have taken too long, inflexible
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Architecture
LMS Pipeline
Ultipro
Exchange Pipeline
AD Pipeline
Travel Leader
Pipeline
Expense wire
Pipeline
Comp Card
Pipeline
Call appropriate destination pipelines
Queue the event, save details to DB , Set destination flags
Look at event type
Database, All Employees latest data, event Queue,
Logs, Business rules
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Business Outcomes
They complete provisioning a new employee within 10 minutes of being hired ie. entered into their HR application
• Delivered integration in identified time frames and exceeded SLAs
• Now makes integration changes with analyst level skills • Has established a foundation for new applications and
integrations• Tracks batch update status from central management console• Reduced TCO by 4:1 from prior hand coded integration
Future:• Simplify integration of Financials, Centralized Inventory,
Portion Management, Social Media, Analytics
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Common Scenarios | Incident Management
Incident Management | Ticket Enrichment– Trouble ticket synchronization/replication, update and
closure
– Multiple ticketing/functional silos involved
– Ticket enrichment through cloud applications
Trouble Ticket
Trouble TicketTrouble Ticket
Trouble Ticket
Monitoring
Compliance
Enrichment
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Case Study 2 | Leading Cruise Line
A cruise line with 15 ships around the world, needed to improve corporate performance and lower its IT costs with ServiceNow
Business Problems• Had multiple isolated data silos with on-premise applications• JIRA was the engineering trouble ticketing/incident manager • Cruise ships are “off-line” when at sea Each ship tracks on-board
incidents using JIRA• Needed bi-directional integration between JIRA and ServiceNow• Needed to reduce costs and improve service by replacing on-shore JIRA
seats with ServiceNow• Tickets have to be batch updated when ships arrive in and stay in port
Alternative Approaches• Custom coding by customer personnel or off-shoring development
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Architecture
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Business Outcomes
Has bi-directional integration and is able to more quickly identify and fix problems while ships are en-route and in port
• SnapLogic used for transparent bi-directional incident creation, update and closure
• Able to track and update in real-time status from central management console
• Delivered integrations ahead of deadlines• Has a standardized cloud architecture for additional integrations to Jira,
ServiceNow, Oracle, SAP, Microsoft and other corporate applications
Future:• Parent company is in process to replicate this architecture to all operating
companies
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Case Study 3 | Fortune 10 Conglomerate
IT Risk manages security information for companies assets (computers, mobile devices etc.) all over the globe
Business Problems• IT Risk manages 400,000 PC’s and 1,000’s of edge devices around the globe• Equipment status log files updated as often as every minute• Risk management processes evolve rapidly• Needed to rapidly integrate multiple data sources into a multi-process risk assessment and management process• Endpoints included
• Splunk for log file ingestion and alert creation• ServiceNow for incident creation/management/CMDB• Airwatch for mobile asset management
Alternative Approaches• Custom coding by personnel• Individual scripts/custom code from each vendor
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Security Architecture
Splunk Indexers
Splunk Cloud
Secure Searching
Splunk Forwarders
Internal Network
Search Head
Data Integration
Log Files
TroubleTicketing/CMDB andEnrichmentCommercial
Cloud
Splunk Forwarders
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Business Outcomes
Estimated SnapLogic at 4x more productive than custom coding
• SnapLogic used for near real-time batch and bi-directional updates• Agile delivery to accelerate time-to-value• Standardized architecture for master data connectivity• Reduced operational maintenance and increased reliability and security
through central management of integrations• Elastic scaling for future volume and velocity
Future:• Looking to extend integration processes into separate cloud and on-
prem for increased agility, manageability• Target applications include Qualys, Veracode, Mozy, ScanSafe, Zscaler
and SkyHigh
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Go-to To Market Faster (56%)
Decreased Integration Costs (56%)
Improved Agility (33%)
Business Results Achieved
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• Deployment Flexibility
• Superior Drag-N-Drop Experience
• Rich Set of Pre-Built Integrations
• Rapid Time-to-Value
Why SnapLogic?