África santos planet ([email protected]) · non-it service reporting • our department (smb)...
TRANSCRIPT
Agenda
• Introduction
What is Perspectium
What is Replicator
• Original Requirements
• Specific Use Cases
Business Service Catalog Synchronization
Training new Service Desk team
Non-IT Service Reporting
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What is ?
2/12Introduction
Established in 2013 by David Loo and based in San Diego, California.
Application integration solutions
Replicator and Observer at CERN
Replicator
Introduction
Framework to share data ⇄ Real time vs Scheduled
⇄ Bulk share vs Dynamic share
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Why using Replicator?
Publish data accessible to other CERN services (SEs, KBs, etc)
Execute reports in non-production instances
Original Requirements
Mirror of the ServiceNow data for service continuity
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Business Service Catalog Sync
• It is the center of all processes
• Up to date automatically in our dev/test/training instances
• Helps development, avoids clones o manual import/export
• Synchronize catalog items for small minor changes in production
Specific Use Cases 5/12
6/12Specific Use Cases
DEMO
TIME
Training new Service Desk team
• Synchronize new incidents from production
to training instance
• Agents train to classify/prioritize real tickets
in the training instance with no impact
• Evaluate their solution comparing
Specific Use Cases 7/12
Non-IT Service Reporting
• Our department (SMB) is responsible for
providing and maintaining the infrastructure
and services needed.
• That includes guards, cleaning, service
desk, etc., and we also support ServiceNow.
• All these services have a big need for
reporting. The tool of choice:
8/12Specific Use Cases
Guards Service Reporting
• This service is responsible for managing security and access to the fenced part of the CERN sites.
• This report integrates data from different sources.
serviceNow
GIS Application
9/12Specific Use Cases
Cleaning Service Reporting
This service is responsible for cleaning interventions covering
~340’000 M2 floor space, and 22’000M2 of windows in ~600
buildings and halls.
10/12Specific Use Cases
Cleaning Service Reporting
11/12Specific Use Cases
Any Questions?
Pablo del Castro Galán ([email protected])
África Santos Planet ([email protected])
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