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 organizations to reassess their entire ITSM ecosystem.

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

Published in: Technology, Business

Best Practices for Revamping ITSM with ServiceNow

  1. 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. 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. 3 The New Information Value Chain BYOD SaaS Cloud Infrastructure Traditional desktop support Packaged application support Infrastructure support
  4. 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. 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. 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. 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. 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. 9. Patrick Stonelake VP Business Development Fruition Partners Patrick.Stonelake@fruitionpartners.com
  10. 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. 11. 12 12+ ServiceNow Integration Technicians 20+ Channel Partners and ISVs 100+ ServiceNow- based Integrations 5 Dedicated ServiceNow TPP Technicians Integrating the ecosystem.
  12. 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. 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. 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. 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. 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. 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. 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. 19. 20 SnapLogic Demonstration
  20. 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. 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. 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. 23. 24 Contact Us to Get Started Join SnapLogic for our Semi-Monthly Tech Talk and Live Demo
  24. 24. 25 Webinar Recording Check out the recording in case you missed us live! Best Practices for Revamping ITSM with ServiceNow

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