Webinar - ServiceNow and SolarWinds: Improving IT Operations Together
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The document discusses how ServiceNow and SolarWinds can improve IT operations together. It provides an overview of each company's products and capabilities in IT management and how their integration allows for issues to be prioritized by impact on business services and automatic creation of incidents in ServiceNow from alerts in SolarWinds. The demonstration shows how a high CPU alert in SolarWinds would trigger an incident in ServiceNow.
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Webinar - ServiceNow and SolarWinds: Improving IT Operations Together
- 1. SERVICENOW® AND SOLARWINDS®: IMPROVING IT OPERATIONS TOGETHER Sean Martinez, Senior Sales Engineer, SolarWinds sean.martinez@solarwinds.com 512-682-9554 Anto Tossounian, Director Federal Solutions Consulting, ServiceNow anto.tossounian@servicenow.com (703) 624-9000
- 2. • Welcome and Kick-off • Solution Introduction – the Power of Integration • SolarWinds Overview • ServiceNow Overview • ServiceNow and SolarWinds Integrated Demonstration • Questions and Answers AGENDA 2© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
- 3. SOLUTION INTRODUCTION – THE POWER OF INTEGRATION 3© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
- 4. SOLARWINDS OVERVIEW 4© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
- 5. • Over 150,000 customers in 170 countries o 425 of the Fortune 500® • Every branch of DOD and virtually every Civilian and Intelligence agency • Forbes® named SolarWinds #11 on its list of America's Best Small Companies in 2014 • In business since 1999 • Headquarters in Austin, TX • Federal Office in Herndon, VA • 1800+ employees worldwide SOLARWINDS OVERVIEW 5© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. Powerful, affordable, and easy to use IT monitoring and management tools for IT Pros User Experience
- 6. OUR VISION 6© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. IT visibility and management tools for on-premises, cloud and hybrid environments • Regardless of where the applications and underlying infrastructure is deployed • Regardless of where our management products need to be deployed • While continuing to take a user-centric approach – only buy what you need, when you need it Manage All Things IT
- 7. Product Mission: Enable IT & DevOps pros to proactively and reactively monitor, alert, troubleshoot and resolve issues quickly Product Principles: Fast (accessible immediately), Easy (best in class UX) and Affordable (starting price for agencies of all sizes) • Building towards our future WHAT WE OFFER TODAY 7© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. Network Management Performance Configuration IP Address VoIP Systems and App Management Servers & Apps Virtualization Storage Database Management Database Performance Tools Remote Troubleshooting Web Help Desk® Topology Mapping Security Management Log & Event Patch Configuration • MySQL® • Oracle® • SQL Server® • DB2® • SAP® ASE Device Tracking Secure File Transfer Web Performance
- 8. HOW WE DELIVER OUR VISION 8© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. SolarWinds Orion® platform
- 9. POWERFUL, AFFORDABLE, INTUITIVE 9© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. Easy to understand interface with “drill down” details
- 10. SERVICENOW OVERVIEW 10© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
- 11. © 2014 ServiceNow All Rights Reserved 11 Anto Tossounian, Director Federal Solution Consulting Mike Szafranski – Federal Solution Architect May 10th 2016 Delivering Service-Aware Operations Management Transform IT Operations with ServiceNow and SolarWinds +
- 12. © 2014 ServiceNow All Rights Reserved 12
- 13. © 2014 ServiceNow All Rights Reserved 13 Enterprise Cloud CMDB Security Application Logic Application Development Analytics User Experience Secure Integrations Secure Integrations
- 14. © 2014 ServiceNow All Rights Reserved 14 Enterprise Cloud HR Facilities Marketing Legal Finance Change Incident Problem Security Operations Customer Service Field Asset More CMDB Security Application Logic Application Development Analytics User Experience Vulnerability Response Secure Integrations Secure Integrations
- 15. © 2014 ServiceNow All Rights Reserved 15 Enterprise Cloud HR Facilities Marketing Legal Finance Change Incident Problem Financial Management Risk Audit Vendor SDLC Demand Resource Project Security Operations Customer Service Field Asset Test More CMDB Security Application Logic Application Development Analytics User Experience Vulnerability Response Secure Integrations Secure Integrations
- 16. © 2014 ServiceNow All Rights Reserved 16 Enterprise Cloud Cloud Management Orchestration Discovery Event Management Service Mapping HR Facilities Marketing Legal Finance Change Incident Problem Financial Management Risk Audit Vendor SDLC Demand Resource Project Security Operations Customer Service Field Asset Test More CMDB Security Application Logic Application Development Analytics User Experience Vulnerability Response Secure Integrations Secure Integrations
- 17. © 2015 ServiceNow All Rights Reserved 17Confidential Change Nodes Events and Alerts Service-Oriented Service Management Infrastructure-Oriented Operations Management Service Catalog Incident Problem Servers Applications Storage Virtualization Cloud NetworkCMDB
- 18. © 2015 ServiceNow All Rights Reserved 18Confidential Connect to Partners for Broad Solution Depth • Vibrant Ecosystem – Nearly 50 certified integration partners – Certified integrations provide essential “last mile” configuration capabilities – ServiceNow Store & ServiceNow Share facilitate interchange of IP – Worldwide Solution Providers and Systems Integrators assist in optimizing customer technology and business requirements SERVICES EVENT CONFIG Datacente r Discovery & Service Mapping Workflow & Orchestration CMDB & Analytics !
- 19. © 2015 ServiceNow All Rights Reserved 19Confidential Operations Management Products Single Architecture Shared Resources Single Data Model Custom App Dev SERVICE AUTOMATION PLATFORM Field Svc HR SERVICE MANAGEMENT AssetChangeCatalogCMDBIncidentProblemRelease Pass Reset Facilities Service Providers Departments BUSINESS MANAGEMENT AnalyticsGovernance ProjectVendor DemandResourceFinancial APPLICATION DEVELOPMENT ‘Citizen’ Creators Professional Creators SDLC App Creation OPERATIONS MANAGEMENT Cloud MgmtOrchestrationDiscovery Config Auto Service CreatorEventSvc Map Test Discovery Configuration Automation Cloud Management OPERATIONS MANAGEMENT Event Management Service Discovery and Mapping Orchestration
- 20. © 2015 ServiceNow All Rights Reserved 20Confidential SolarWinds/ServiceNow Integration Value End Users: • Service SLAs improve • System Status Page on Portal Service Owners: • Service SLAs improve • Proactive Notifications IT Team Members: • Issues prioritized by impact on business • Fewer calls asking for updates • In Context hyperlinks between products
- 21. © 2015 ServiceNow All Rights Reserved 21Confidential ServiceNow and SolarWinds Demonstration Alert Action: Create Incident Alert 1. Create Incident 2. Calculate Impacted Services 3. Set Priority, SLA 4. Notify High CPU Service Owner Gets status updates
- 22. SERVICENOW AND SOLARWINDS INTEGRATED DEMONSTRATION 22© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
- 23. Contact Us ServiceNow SolarWinds Call: 571-341-2206 Call: 877-946-3751 Email: Federalsales@servicenow.com Email: federalsales@solarwinds.com Q & A 23© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
- 24. SolarWinds • Watch a short demo video: http://www.solarwinds.com/sedemo • Download a free trial: http://www.solarwinds.com/downloads/ • Visit our Federal website: http://www.solarwinds.com/federal • Call the SolarWinds Federal sales team: 877-946-3751 • Email federal sales: federalsales@solarwinds.com • Visit our thwack® government group: http://thwack.com/government • Follow us on LinkedIn®: https://www.linkedin.com/company/solarwinds-government ServiceNow • Visit our Public Sector website: http://www.servicenow.com/solutions/industry/public-sector.html • Visit our IT Operations Management site: http://www.servicenow.com/products/it-operations- management.html • Call the ServiceNow Federal sales team: 571-341-2206 • Email Federal Sales: Federalsales@servicenow.com ADDITIONAL RESOURCES 24© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. Let us know how we can help you
- 25. THE SOLARWINDS AND SOLARWINDS & DESIGN MARKS ARE THE EXCLUSIVE PROPERTY OF SOLARWINDS WORLDWIDE, LLC, AND ITS AFFILIATES, ARE REGISTERED WITH THE U.S. PATENT AND TRADEMARK OFFICE, AND MAY BE REGISTERED OR PENDING REGISTRATION IN OTHER COUNTRIES. ALL OTHER SOLARWINDS TRADEMARKS, SERVICE MARKS, AND LOGOS MAY BE COMMON LAW MARKS, REGISTERED OR PENDING REGISTRATION IN THE UNITED STATES OR IN OTHER COUNTRIES. ALL OTHER TRADEMARKS MENTIONED HEREIN ARE USED FOR IDENTIFICATION PURPOSES ONLY AND MAY BE OR ARE TRADEMARKS OR REGISTERED TRADEMARKS OF THEIR RESPECTIVE COMPANIES. © 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
Editor's Notes
- Welcome and Kick-off 5 Solution Introduction – the Power of Integration 5 SolarWinds Overview 10 ServiceNow Overview 10 ServiceNow and SolarWinds Integrated Demonstration 20 Questions and Answers 10
- When presenting Database pillar, please refer back to “vision” slide and discuss deployment options- We monitor and optimize these databases on physical servers, on VMware® virtual servers, and in the Cloud, including Amazon AWS® EC2®, RDS, and Azure™.
- ServiceNow Portfolio Let’s start with the underlying foundation of the enterprise cloud infrastructure and the ServiceNow platform. ServiceNow is redefining the enterprise cloud. In working with the largest enterprises in the world, we have learned that their requirements for cloud are very different from what you might have grown to expect from other cloud providers. The enterprise requires a non-stop cloud – a cloud that is always on. Enterprise clouds are often used by everyone in the organization and support critical functions of the business. If it is not available, the business is at risk. Global organizations that rely on an enterprise cloud have stringent requirements surrounding data sovereignty, availability and performance – and that’s what you get with the ServiceNow enterprise cloud. Of course, we understand that in today’s enterprise, no cloud stands alone either. Clouds connect with other clouds, and with on-premise applications too. So, our enterprise cloud provides mechanisms to securely integrate data and business processes – so ServiceNow can become your service hub by connecting people, asset and financial information in a single system of record. Sitting on top of our enterprise cloud is the ServiceNow platform, and that platform performs two very important functions. Firstly, it is the foundation for all the ServiceNow applications that sit upon it, allowing them to all use the same data model and code base. All metrics, tasks, services, CIs and assets, people, locations and information are stored together creating a single system of record for IT – and a single system of engagement for the enterprise. In addition, a common workflow engine is leveraged across all ServiceNow applications to bring together people processes and automated processes. So, now work can flow seamlessly across all domain areas within an enterprise – automating tasks, consumerizing the service experience, and helping people work better and smarter. The second important function of the platform is that it delivers a powerful development environment that simplifies the creation of applications, allows for the rapid extension of existing applications, accelerates time to business value and makes your applications mobile and social with a single click. <Transition to Next Slide> Let’s look at some of those applications – starting with our Service Management area…
- Service Management Pioneered by IT, service management is addressing all the service domains of modern enterprises and institutions. Our customers have standardized on ServiceNow for enterprise-wide service management – applying the service model to many different use cases outside of IT, into the broader enterprise and beyond. IT, HR, facilities, field service, marketing, finance, legal and other service domains use our model to manage all of the service relationships that make up the contemporary workplace. Some customers have even taken the concept of service management beyond the walls of their enterprise, and use ServiceNow to deliver field service management and customer service and support to their end-customers. Underlying effective service management is a common service model. Our service model connects providers and requestors – even when requestors are systems, rather than people. Now, enterprise service domains can define services, provide an intuitive service experience, deliver service, assure service availability, and analyze critical service metrics. Many of the “components” of Service Management remain consistent across service domains. A service-centric CMDB creates the foundation for defining services and the ability to push service initiation to the requester via a service catalog. Incident/case management is consistently used to identify issues that need to be resolved, and Knowledge management delivers self-help into the hands of the business. <Transition to Next Slide> Let’s take a look at what we do in the area of Business Management …
- Business Management Our business management applications provide IT executives a full spectrum of information related to IT governance, risk, costs, demand, resource utilization, and project status. Using all the data and processes managed within a single system of record, along with the functionality of all the underlying platform components, ServiceNow can help to automate these disciplines. Let me briefly take you through each of these application areas. IT Governance, Risk, and Compliance - Documents and enforces policies and defines risks of failing to comply. It also automatically collects compliance evidence from service processes managed within ServiceNow and remediates identified failures. Vendor Performance Management helps to manage, evaluate and compare vendors by scoring and ranking vendors across a variety of categories such as compliance, product reliability and user satisfaction, and is a core component for service integration and management (SIAM). Resource Management - Create resource plans, request staffing for projects and assign people to specific tasks. Provides a consolidated view of staff availability, allocation and capacities for all work tracked in any ServiceNow application, including projects, incidents, problems, changes and even custom apps built on ServiceNow Demand Management - Solve one of the most complex challenges in IT - where to focus our scarce resources. In addition to creating a structured way to manage all project requests in a single location, demand management brings together business impact, risk and value to help determine priorities. Once an initiative is approved, information from demand management is leveraged to create projects. Project Management - Managing projects in ServiceNow is unlike anything else you have seen. Because project management is built on a single platform and is tightly integrated to all other IT processes, projects can be used to manage and logically assign work to anyone in IT for a broad spectrum of initiatives. A highly interactive application, it allows IT executives to scroll through the visual timeline to view all inflight and planned projects. We even have specialized project functionality built to manage software development lifecycles – whether scrum, waterfall or hybrid. Financial Management – CIOs can align their investments to business goals and weigh operational performance against cost, and adjust investments accordingly. Gain visibility into spending, connect costs to service usage and ensure that IT investments are aligned with business goals <Transition to Next Slide> Just one application zone remaining – let’s take a look at operations management …
- Operations Management Operations Management has become more critical and more difficult than ever before, with virtualization and cloud technologies creating dynamic, fluid IT environments. At the core of our operations management capabilities is the same platform and workflow engine that is leveraged by all our service management and business management applications. This workflow extends beyond people processes to become the orchestrator of orchestrators - essentially the traffic controller of all automation tasks. Utilizing this powerful workflow engine, we can push workflow to the requester to allow them to orchestrate configuration changes and manage cloud resources on VMware, Azure or AWS - all fully automated and completely traceable. And because orchestration, change management, and the CMDB are built on a same platform, we can help to eliminate change conflicts and ensure changes go as planned. ServiceWatch, our service discovery and mapping solution, ensures that everything is being managed in a business service-centric context. And when issues do arise, Event Management can detect abnormalities and pinpoint the impacted service by leveraging the CMDB. And that’s the ServiceNow portfolio. A powerful set of applications spanning operations management, business management and service management across the enterprise – all utilizing a powerful underlying application platform that enables a single system of record – and all sitting on the enterprise cloud of the future. <Transition to Next Slide> ServiceNow brings together Service Management, Operations Management and Business Management on a single system. These domain areas have previously been thought of separate disciplines. We have changed the game by linking these areas together through a service model to change the way people work. Let’s take a look.
- ServiceNow ITOM Strategy – all investments we make in ITOM are about enhancing an ITSM deployment, and capitalizing on its value. By developing a service-orientation through Service Management, you’ve trained yourself to think in the context of the service, rather than the infrastructure that makes it up. So why would your ITOM strategy be any different? These worlds of Service Management and Operations Management are separate today. [CLICK] ITOM connects ServiceNow to your infrastructure and applications [CLICK] But a service-oriented ITOM strategy can drive change back into that infrastructure – automated and more intelligently than ever. It’s more than just integration – we are setting out to change the ITOM game.
- Certified Integration Partners – meaning, they have 1 or more SN integrations certified focused on ITOM: o 1E (Certified integration) o AppDynamics (Certified Integration) o CG4 (Certified Integration) o Flexera (Certified Integration) o Integrated Research (Certified Integration) o License Dashboard (In process) o LogicMonitor (Certification in process) o MoogSoft (Certified Integration) o PowerAssure (Certified Integration) o SaltStack (Certified Integration) o ScienceLogic (Certified Integration) o Snow Software (Certified Integration) o Splunk (Certified Integration) o SumoLogic (Certified Integration) o Zenoss (Certified Integration) o Ziften (Certified Integration) Solution Providers with ITOM Practices Solution Partners: (Regional Systems Integrators, Services, Implementation partners) (EMEA) Innovise ESM, who are based in and we manage from the UK, but who also work with clients in the US and in the Nordics, have expertise in ITOM; Paphos and ATOS SI Benelux (AMS) Crossfuze: has done things for customers that touch on this space...event management, server provisioning/automation, etc. As far as products we've created there are components of ITOM in many of our turnkey products, but many of those things end up being built out as part of custom workflows/catalog items, etc. Here are the products that we offer that we use in some of these areas... Incident/Problem/Knowledge turnkeys - Service desk, help desk, event management Change turnkey Service catalog turnkey CMDB/Asset turnkey - Asset management, service availability BDNA integrations - CMDB/Asset management Here is a link to our product data sheets for these items http://www.crossfuze.com/solutions/turnkey-solutions Datalink They are focusing almost exclusively on ITOM with ServiceNow integration strategy with Cisco UCS, Symantec OpCenter, NetApp SnapMirror, probably followed by EMC (not sure if it will be Vipr or SMI-S). They are one of Symantec’s largest first-call partners in North America so they are coming at this from the angle of integrating ITOM with service management. Cloud Sherpas also has ITOM capabilities and they are looking for a white paper/solution brief that they can share with us. Maryville has a portfolio of ITOM tools. You can read more about those athttp://www.maryville.com/products/EntilitySolutions ITS Partners does NOT have ITOM apps, but they do have a practice, processes and customers in this space. Aeritae AHEAD Integrythm Intuitive Tech Solutions Partners in the category of “Up and Coming”: § Kovarus is doing something similar to Datalink for ITOM. But, they are still building out their strategy. § Both are consultancies with strong operational pedigree and are making the natural progression to cloud-based operational excellence through an ITOM-focused practice. Although these are new partners, their intent is to leverage Servicewatch/ITOM/Discovery & Cloud Automation. More information can be found on their websites: Brillio – http://www.brillio.com Brillio developing their GTM now. Mindtree – http://www.mindtree.com Mindtree plans to embed Servicewatch into their existing ‘MWatch’ offering.
- By now, you are probably familiar with this slide. It illustrates the ServiceNow platform and capabilities, across our broad portfolio. ITOM capabilities are growing more mature every day, and in our most recent release, we made huge strides in advancing the ball forward in this business. Discovery – in 2014 we made huge acquisition for this part of our business – by adding ServiceWatch to our traditional Discovery, we go into engagements with unique value that others are playing catch-up on. This is the basis for our go-to-market, and you’ll hear a lot from us in the service discovery in 2015. Orchestration – it’s a critical component of the ServiceNow platform, and drives huge automation wins for our customers, especially when tied to remediation. Automating manual tasks is high –value, but customers are seeing great value in automated remediation tied to incidents, events, and alerts. We extended our config automation capabilities by adding key integrations with Puppet, Chef and more, and our Cloud Provisioning capabilities got even deeper with our deep integration with AWS in Fuji. Entire CloudFormation stack provisioning, cost management – all tied to the Service Catalog that ServiceNow customers are using for more and more every day. Event is getting huge for us – with a great partnership with Splunk and big wins at FICO and Zillow, we’re seeing our strategy with Event bear fruit quickly. But if we ask our sellers to approach the portfolio this way, we’ve found that it can be intimidating and we wind up playing defense, making it tough to make traction. <Transition to Next Slide> So, to make our extended Field comfortable, we’ve boiled this down to three outcome-oriented use cases.