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Run IT for Less 1e.com | info1e.com

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Current IT Service Management Situation • Multiple non-integrated systems • Multiple disconnected applications • Lots of duplicate and redundant data • Business keen to see platform benefits • Organizations look to IT for solutions Ariba SAP ServiceNow PARTNER SYSTEMS Private Cloud BMC Remedy

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Key Challenges Gartner Research Inc.: Design IT Self-Service for the Business Consumer: • IT self-service deployments are not currently designed to satisfy business consumers who yearn for experiences like those they get in their daily lives from top retailers and service providers. • IT organizations generally design self-service with self-serving intentions they want to solve ITs problems not the problems of the end user. • Self-service is increasingly prevalent and embraced in business to consumer B2C environments yet IT organizations have not adopted or applied the approaches of consumer service providers. • IT associates low levels of IT self-service utilization with business users unwillingness to resolve their own issues and limits or eliminates efforts toward continuous improvement. Gartner: Design IT Self-Service for the Business Consumer 19 February 2014 by Jarod Greene

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Key Challenges • Multiple overlapped and disconnected processes • Information not accessible across support areas • No holistic view of how IT operations are performing • Multiple webpages and interfaces for the customer to request service and support

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Shopping Integration Process Automation

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Shopping Integration Points

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Service Management ITSM + Configuration Management Automation Platform Performance Analytics INCIDENT PROBLEM CHANGE CMDB SERVICE CATALOG Service Management Automation Platform Performance Analytics INCIDENT PROBLEM CHANGE CMDB SERVICE CATALOG SHOPPING Operations Management Configuration Management Software Distribution NOMAD License Management AppClarity Discovery Orchestration Automation SERVICE AUTOMATION PLATFORM

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Common Portal for all Service requests • 1E Shopping is tightly embedded within the ServiceNow application framework. • End-users have a single interface or portal in ServiceNow and access Shopping like any other app. • Tight Integration leads to ease of adoption and eliminates any need for training.

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ServiceNow – Integration Capabilities • The ServiceNow platform based on a SOA Service Oriented Architecture – offers Direct Web Services using which all new objects are automatically published. • Mapped Web Services and Scripted Web Services are other the two techniques available. • Forms Lists and Reports on the ServiceNow platform are URL accessible. • Integrations are most commonly implemented with the Incident Management Problem Management Change Management Single Sign On modules. • Direct Web Services are invoked by 1E Shopping for the integration. 9

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Incident Management in ServiceNow

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Incident Management in ServiceNow Parameters required to open a ticket in ServiceNow • Caller or the User Name • Category Sub Category • Ticket Number • Short Description • User email • Assigned to Assignment Group Opened By • Impact Urgency Priority • Additional Comments 11

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Incident Management in ServiceNow • New Objects/fields can be added as per requirement • These fields are automatically published in the Direct Web Services • Key parameters needed for Shopping integrations can be added in the Incident Management form • Essential parameters: ShoppingGUID or the shopping ticket number to be added in ServiceNow 12

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Integration Process - Setup • Shopping pushes essential information to ServiceNow to open a ticket • Caller – Is the user logged into the Shopping portal and submits a request • Category – Can be passed as Additional text from Shopping • Sub Category – Can be passed as Additional text from Shopping • Short Description – Shopping Application Name + Shopping application description • User Email – email of the logged-in user in Shopping • Assigned to Assignment group opened by - can be passed from the settings file in Shopping 13

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Integration Process – Setup • If required new Shopping groups can be created for Assigned to Assignment Group and Opened by values • Categories and sub-categories should already exist • Shopping ticket number and any other parameters that need to be passed to ServiceNow should pre-exist • Other fields that are available in ServiceNow and not captured by Shopping by default can be extracted from external sources and passed on to ServiceNow from Shopping 14

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Integration Process – Setup • Approval workflow design should be set in Shopping based on the use cases to be covered for the integration • ShoppingGUID will be the bridge between Shopping and ServiceNow • Additional comments and Work Notes in ServiceNow can be set with User’s comments and Approver comments from Shopping • If required more objects can be created such as Machine Name Licensing information and can be passed from Shopping to ServiceNow 15

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Integration Process – Design • Shopping provides integration workflow scripts • These workflows are customizable vbscripts • For the ServiceNow integration these scripts will invoke Direct Web Services available on ServiceNow • Scripts get called at each stage of the Shopping workflow • Workflow stages are tied to actions such as request application approval update approval completed installation completed etc. • Shopping captures information about the user applications approvers that can be passed to ServiceNow through workflow scripts 16

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Integration Process - Workflow 17 • When a Shopping request is submitted the first script that gets called is ApplicationRequest.vbs • If the script is executed successfully a ticket in ServiceNow gets opened with the parameters passed from Shopping • ShoppingGUID/ reference ID unique ID is set in ServiceNow and this is used for identification and further modification of the ticket

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Integration Process - Workflow 18 Request Without Approval workflow in Shopping • ApplicationRequested.vbs gets called – ticket opened • Next the ApprovalProcessCompleted.vbs gets called • ApprovalProcessCompleted.vbs modifies the status of the ticket in ServiceNow • If the request is for an application to be installed or addition to a AD group Installation Completed script gets called and closes the ticket in ServiceNow • If the request does not require an install the workflow is set in a way that ticket is closed in ServiceNow as soon as the Shopping workflow gets completed

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Integration Process - Workflow 19 Request With Approval workflow in Shopping • ApplicationRequested.vbs gets called – ticket opened • If the approval process is set for chain of approvers ApprovalUpdate script gets called after every approval received by the approvers • ApprovalUpdate script modifies the ticket and sends the information to ServiceNow • ApprovalProcessCompleted.vbs gets called only when the approval workflow is completed i.e. all the approvers have either approved the request or the request has been rejected

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Integration Process - Workflow 20 • Approver name and Approver comments can be passed to ServiceNow from Shopping • Once the approval process is complete based on the use case design Shopping workflow will either get complete marking ticket in ServiceNow as Closed or wait for a software install to complete • On Install completion ticket in ServiceNow will get closed.

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Integration Process - Workflow For Hardware requests/ Other Service Requests • As part of use-case design the delivery team or the desk-side team responsible for completing the task should be set as the last approver • Desk side team should approve the request only after the delivery is completed • Ticket will get closed in ServiceNow after the request is approved 21

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Integration Process - Workflow 22 Request Cancelled by User • When the request is pending for approval user has an option of cancelling the request in Shopping • If user cancels the request ApplicationRequestCancelled.vbs will get called • ServiceNow ticket status can be accordingly modified to Closed or Cancelled

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Integration Process - Workflow 23 Installation Completion • If the request is for SCCM application or AD integration Add user to Group then Shopping will wait till the installation is completed • On installation complete InstallationProcessCompleted.vbs will be called

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Integration Process - Workflow 24 • On successful installation InstallationProcessCompleted.vbs script will mark the status of the ticket in ServiceNow as Closed • If the installation fails then status can be marked as Held or Awaiting in ServiceNow • At this point Shopping will complete its workflow but ticket will not get closed in ServiceNow • Shopping web page will show the status of the request as Installation failed • Ticket will have to be then handled manually

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Integration Process – Workflow Example 25 Step 1a: Setup Shopping Applications and Categories Categories in ServiceNow Similar categories can be set in Shopping as well

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Integration Process - Workflow 26 Step 1b: Setup Shopping Application For Category

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Integration Process - Workflow 27 Step 2 : Request from Shopping Web Page At the user’s request from Shopping ticket gets opened in ServiceNow

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Integration Process - Workflow 28

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Integration Process - Workflow 29

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Integration Process - Workflow 30 • Ticket gets opened in Active state. • ShoppingGUID is set along with other parameters seen in the ticket from Shopping. Category is same as seen in the Shopping Application Software • In the activity section User’s comments can be seen which were provided at the time of requesting from Shopping web page.

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Integration Process - Workflow 31 Step 3 - On Approval in Shopping

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Integration Process - Workflow 32 • Manager approves the request and state is changed to Install Pending • Under work notes Approver name and the comments are recorded which can be seen in the Activity section

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Integration Process - Workflow 33 Step 4: On Installation complete Shopping workflow gets complete

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Integration Process - Workflow 34

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On Shopping Workflow Completion 35 • Ticket gets closed in ServiceNow as well • Closure notes and Close Code are set for the closure of the ticket • In the activity section all the activities performed during the integration can be seen

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More Integration Points 36 • The 1E Solution is highly customizable and can feed data into ServiceNow from other external resources • The current integration can be easily extended to include Change and Problem Management • Links to ServiceNow forms and reports can be added to Shopping to provide a single interface