enterprise app store and servicenow

Run IT for Less

1E Shopping Integration with ServiceNow

1e.com | info@1e.com

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

Key ChallengesGartner 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 IT's 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 Consumer19 February 2014 by Jarod Greene

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

Shopping Integration & Process Automation

Shopping Integration Points

Service Management

ITSM + Configuration Management

Automation Platform

Performance Analytics

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SERVICE AUTOMATION PLATFORM

Web Applications that continue to set expectations Today

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.

• Shopping has multiple integration points with ServiceNow, giving a more seamless experience to the end user

• User requests submitted in Shopping are recorded in the “Requests” area of the Service Catalog

Common place to monitor all user requests

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.

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Incident Management in ServiceNow

Incident Management in ServiceNowParameters 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

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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

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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

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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

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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

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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

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Integration Process - Workflow

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• 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

Integration Process - Workflow

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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

Integration Process - Workflow

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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

Integration Process - Workflow

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• 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.

Integration Process - WorkflowFor 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

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Integration Process - Workflow

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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

Integration Process - Workflow

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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

Integration Process - Workflow

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• 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

Integration Process – Workflow Example

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Step 1a:

Setup Shopping Applications and Categories

Categories in ServiceNow

Similar categories can be set in Shopping as well

Integration Process - Workflow

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Step 1b:

Setup Shopping Application

For Category

Integration Process - Workflow

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Step 2 :

Request from Shopping Web Page

At the user’s request from Shopping, ticket gets opened in ServiceNow

Integration Process - Workflow

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Integration Process - Workflow

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Integration Process - Workflow

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• 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.

Integration Process - Workflow

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Step 3 - On Approval in Shopping

Integration Process - Workflow

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• 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

Integration Process - Workflow

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Step 4: On Installation complete (Shopping workflow gets complete)

Integration Process - Workflow

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On Shopping Workflow Completion

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• 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

More Integration Points

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• 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