Making your CMDB socialMichel Regueiro Chris DancySolution Consulting Director Director of EntrepriseApopheniaAspediens ServiceNow
Agenda • Your Home Cloud • Social Tools for IT • ServiceNow #SocialIT • Your CMDB: from Monolithic to Live! • Social CMDB concepts • SocialIT in the future
Aspediens • European Partner of ServiceNow since 2007 • 100% dedicated to ServiceNow • Offices in Paris, Geneva, Zurich • 25ITIL certified professionals dedicated to ServiceNow • 34customers, including international companies • 60+ implementations to date • Top EMEA Partner 2011 award • Authorized Training Partner
STRATEGY SALES AND PRE-SALES SERVICES CONTINUAL IMPROVEMENT DESIGN “NEXT PHASE” SERVICES SOLUTION DESIGN SERVICESBUSINESS PROCESS AUTOMATION TRANSITION OPERATIONS IMPLEMENTATION SERVICES TRAINING ACADEMY OUT-TASKING SERVICES
YourHome Cloud PLATFORM AS A SERVICECOMPUTERS SMART PHONES ROUTERS TELEVISIONS NETWORKS STORAGE
Social tools for IT• Why Social Media?@twailgum: Twitter users/skeptics always ask me why I use it. To me, value is in 3 Ls: ability to Listen, Link and Learn.
Social tools for IT• Salesforce Chatter• Yammer• Twitter• Get Satisfaction, User Voice• Facebook• Community.service-now.com• Basecamp• …
But also!• ServiceNow Knowledge Base!• ServiceNow Chat!• ServiceNow Live Feed!
Why ServiceNow SocialIT?• @PaulHardyUK: 5 reasons to use #servicenow #livefeed: own the process, control access, auditable content, apply security & support #socialmedia
Knowledge Base• Was this helpful?• Rate• Feedback• Most recent tasks
ITIL Configuration ManagementThe Process responsible for maintaining informationabout Configuration Items required to deliver an ITService, including their Relationships. This information ismanaged throughout the Lifecycle of the CI.
Configuration Manager Daily Questions• How many CIs in my organization?• When did this CI’s attributes changed?• What are the planned changes?• Planned/unplanned outages on my CIs?• How many critical incidents on my CIs?
Some examples• Dedicated Live feeds for critical business serviceswhere critical incidents could be posted• Live feed by CI Class to display: – new tasks on these CIs (incidents, problems, planned changes) – Outages (planned, unplanned, degradation) – Changes in the CI relations – and so on
But also..• New license linked to CI• Contract linked to CI no longer valid• Event Management in Live?• Ability to subscribe to your own feed?
Approach to define your CMLF Live (Dynamic) Irrelevant Relevant Monolithic (Static)