Best Practices for Revamping ITSM with ServiceNow

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In this webinar, SnapLogic and Fruition Partners show users how to get more out of ServiceNow. By making ITSM agile with a SaaS-centric approach, ServiceNow also presents an opportunity for …

In this webinar, SnapLogic and Fruition Partners show users how to get more out of ServiceNow. By making ITSM agile with a SaaS-centric approach, ServiceNow also presents an opportunity for organizations to reassess their entire ITSM ecosystem.

To learn more, visit: http://www.snaplogic.com/.

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  • 1. 1 Darren Cunningham, VP Marketing, SnapLogic Patrick Stonelake, VP Business Development, Fruition Partners Aaron Moore, Solution Architect, SnapLogic Best Practices for Revamping ITSM with ServiceNow
  • 2. 2 Today’s Agenda  Integration for the Cloud Era  SnapLogic for ServiceNow  Fruition Partners Solution  SnapLogic ServiceNow Integration Demo  Best Practices and Tactics  Q&A
  • 3. 3 The New Information Value Chain BYOD SaaS Cloud Infrastructure Traditional desktop support Packaged application support Infrastructure support
  • 4. 4 Integration for the Cloud 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
  • 5. 5 SnapLogic Elastic Integration 5 Hybrid Architecture • Execute integration pipelines (workflows) in cloud, on-premise or both Secure Operations • Securely orchestrate business processes that traverse cloud & ground assets
  • 6. 6 SnapLogic Value Proposition  Enable business transformation & increase business agility  Reduce skill set to build, maintain and manage integrations  Pre-built Snaps (intelligent connectors) and visual integration development accelerate time to value
  • 7. 7 SnapLogic for ServiceNow Customers  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 integration documentation  Eliminate integration coding SnapLogic accelerates ServiceNow implementations/expansion when companies need to:
  • 8. 8 Customer Success Story Bloomin’ Brands’ Outback Steakhouse division • Can now completely provision a new employee within 10 minutes of being hired ie. entered into their HR application • Reduced TCO by 4:1 from prior hand coded integration LMS Pipeline Ultipr o 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
  • 9. Patrick Stonelake VP Business Development Fruition Partners Patrick.Stonelake@fruitionpartners.com
  • 10. 11 10 Years of IT Service Management Experience 350+ ServiceNow Implementations 160+ Cloud Experts 70+ PaaS Implementations Adding value for the the customer
  • 11. 12 12+ ServiceNow Integration Technicians 20+ Channel Partners and ISVs 100+ ServiceNow- based Integrations 5 Dedicated ServiceNow TPP Technicians Integrating the ecosystem.
  • 12. Fruition office Fruition is a Service Management Cloud Solutions provider and the leading global ServiceNow integration partner with over 340 completed projects and developed over 170 integrations ▸ Headquartered in Chicago ▸6 offices ▸16 U.S. states and 1 Canadian province ▸ 200+ resources across the country ▸ 10 years of focus on ITIL/ITSM ▸ 5+ year focus on ServiceNow ▸ 240+ ServiceNow customers ▸ Exponential Growth Fruition Partners Overview Expansion Across North America to Match Customer Demand
  • 13. Our Service Lines Consulting ITIL Process, Strategy and Training services PaaS Development Expert experience building custom solutions on the platform Cloud Implementations Experience with over 200+ phase 1-3 implementations Managed Services Virtual Admin and Testing Services for ServiceNow customers Cloud Integrations Ability to integrate ServiceNow with 100s of systems, providing unified solutions Elevate Service Management to the Cloud
  • 14. Content Automation Business Intel / Dashboards Security/ID Enterprise Monitoring/Management Fruition Cloud Bundle 15 ESS/UI Change Problem Incident CMDB PPM KB Catalog Release Asset Communications/Support Asset/Endpoint/BYOD CRM
  • 15. Content Automation Business Intel / Dashboards Security/ID Enterprise Monitoring/Management Fruition Cloud Bundle + 16 ESS/UI Change Problem Incident CMDB PPM KB Catalog Release Asset Communications/Support Asset/Endpoint/BYOD SL SL SL CRM SL SL SL
  • 16. Result – Time + Flexibility ▸Significant decrease in time to deliver ▸Ability to prove concept very quickly ▸Simplified alterations post-implementation ▸Ability to easily maintain Snapped integrations going forward 17
  • 17. 18 Integration Activity Duration SnapLogic Impact Requirements 1 Week Solution Architecture 1 Week Customer Sign Off 3 Days Connectivity & Security 1 Week Soap or REST message Definition 3 Days Integration Utilities 3 Days Integration Engine 1 Week Integration Logging & Error Handling 1 Week Integration Properties & Triggers 2 Days End to End Testing 2 Days User Acceptance Testing 1 Week Production Readiness/Go Live CheckList 2 Days Production Go Live 1 Day Production Support 2 Weeks Total Duration 10 - 12 Weeks 4 - 5 Weeks SL SL SL SL SL SL
  • 18. Result – Time + Flexibility ▸Significant decrease in time to deliver ▸Ability to prove concept very quickly ▸Simplified alterations post-implementation ▸Ability to easily maintain Snapped integrations going forward ▸Recommended for ▸ Limited or Stretched Integration Capacity ▸ Many and Varied integrations needed ▸ Active endpoint environment with frequent changes 19
  • 19. 20 SnapLogic Demonstration
  • 20. 21 Integrating CRM with IT Service Management • Challenge : Near Real-time Integration of Customer Facing CRM System, (SFDC) with IT Management Solution (ServiceNow). • Customer uses SFDC to initiate and manage incoming customer (internal and external) support calls • SFDC maintains account, contact information • Incident tracking, assignment and resolution is managed in ServiceNow. • Trouble ticket is opened in SFDC, Customer needs to create an incident in ServiceNow, in Real Time. • Incident ticket number needs to be held in SFDC • Integration must be event driven from SFDC
  • 21. 22 How it works.. ` Customer initiates call, email or self service Problem Ticket` CSR Creates Case in SFDC Creation of new case, or update to exiting Case, triggers Integration, Salesforce makes a REST Call to SnapLogic Using our Intelligent Connector for ServiceNow, Snaplogic acts on the Incoming Data and creates a case in service now.
  • 22. 23 Snaplogic Solution Summary o Intelligent Connectors for ServiceNow and SFDC, Providing Full CRUD functionality in Batch and Real Time o Robust transformational and aggregation capabilities o Single integration flow, fully event driven o Single User Interface...Design Time and Run Time are the same UI o Mobile Enabled Monitoring! o Modern, Integration 2.0 Architecture True Data Sharing, EAI, SOA, ETL, all in one stop! o Flexible Deployment options
  • 23. 24 Contact Us to Get Started Join SnapLogic for our Semi-Monthly Tech Talk and Live Demo
  • 24. 25 Webinar Recording Check out the recording in case you missed us live! Best Practices for Revamping ITSM with ServiceNow