servicenow

Agenda – ServiceNow
 Brief Overview of ITIL and ServiceNow
 What is ServiceNow – Paas & Saas
 ServiceNow – Corporate Information
 ServiceNow – Stack
 Architecture
 Release
 Environment
 Functionality
 Functional Flow
 Importance
 Q & A
ITIL – ServiceNow
ITIL stands for IT Infrastructure Library Services
The IT Infrastructure Library (ITIL) is an integrated, process-based, best practice framework for managing IT services. It provides guidance for creating and operating a Service Desk that provides efficient communication between the user community and the IT provider. Originally initiated to improve IT service management for the UK central government, it has become a standard for many organizations; public or private sector, large or small, centralized or distributed.

ITIL – ServiceNow

What is ServiceNow
ServiceNow is a software platform that supports IT service management and automates common business processes.
Use ServiceNow platform to create, manage, and distribute custom applications for your business. You can create custom applications to extend existing functionality delivered with the core platform or introduce completely new functionality.
The ServiceNow platform offers several standard applications, such as Incident, Problem, and Change. Administrators can also develop and manage custom applications to meet business needs. When building applications on the ServiceNow platform, application developers can take advantage of existing platform features such as security access controls, workflow, reporting, and notifications as well as existing public data such as user and task records.
What is ServiceNow
 Software – as – Service
 Platform – as – Service
 ITSM Suite
 Expanding Rapidly
 Enterprise service Management
Platform as a service (PaaS) is a category of cloud computing services that provides a platform allowing customers to develop, run, and manage Web applications without the complexity of building and maintaining the infrastructure typically associated with developing and launching an app.
Software as a service (SaaS) is a software licensing and delivery model in which software is licensed on a subscription basis and is centrally hosted. It is sometimes referred to as “on-demand software”. SaaS is typically accessed by users using a thin client via a web browser

ServiceNow Corporate Information
ServiceNow is a global software development company founded in 2003<GlideSoft> by Fred Luddy, former chief technology officer of Peregrine Systems and Remedy Corporation.
ServiceNow is dedicated to the development, implementation and support of IT management applications offered via the Internet in software as a service (SaaS) model. ServiceNow licensing is subscription based and includes access to all applications, the hosting infrastructure and maintenance, support, training and three automated upgrades per year.
Competitors:
 Remedy
 HP Service Mgt
 CA Technologies
 Maximo (IBM)

ServiceNow – Stack
 Apache Tomcat Web Server
 J2EEApplication Server
 MySQL DB
 Mozilla Rhino Java Script Engine

 ServiceNow – Release
 Feature Release è Contains new features and new appliations
 Patch Release è Collections of problem fixes< It may contains many hotfixes>
 Hotfix è Specific problem

ServiceNow – Environment
 Clone Environments
 Push changes from 1 instance to another
 Test should be as close to production as possible

ServiceNow – Functionalities
 Incident Management
 Problem Management
 Change Management
 Knowledge Base
 Service Catalog
 Service Desk

ServiceNow – Fuctional Flow
The sequence of events as shown in Figure 1 is as follows:
At TIME = 0, an External Event is detected by the Incident Management process. This could be as simple as a customer calling to say that service is unavailable or it could be an automated alert from a system monitoring device.

The incident owner logs and classifies this as incident i2. Then, the incident owner tries to match i2 to known errors, work-arounds, or temporary fixes, but cannot find a match in the database.

ServiceNow – Functional Flow
At TIME = 1, the incident owner dispatches a problem request to the Problem Management process anticipating a work-around, temporary fix, or other assistance. In doing so, the incident owner has prompted the creation of Problem p2.

At TIME = 2, the problem owner of p2 returns the expected temporary fix to the incident owner of i2. Note that both i2 and p2 are active and exist simultaneously. The incident owner for i2 applies the temporary fix.

In this case, the work-around requires a change request. So, at Time = 3, the incident owner for i2 initiates change request, c2.
The change request c2 is applied successfully, and at TIME = 4, c2 is closed. Note that for a while i2, p2 and c2 all exist simultaneously.

Because c2 was successful, the incident owner for i2 can now confirm that the incident is resolved. At TIME = 5, i2 is closed. However, p2 remains active while the problem owner searches for a permanent fix. The problem owner for p2 would be responsible for implementing the permanent fix and initiating any necessary change requests.
 Automatic upgrades
 Easily configurable applications offered as SaaS
 Pure Internet platform
 Its more secure and has complex structure
 You can access SN any time and any where. No additional software needs to be installed. Because it is on cloud
 It provides platform
 It is more user friendly and not much expensive
 Drag-and-drop graphical workflow
 Google-like global search of IT
 Delegated administration
 Simplified, flexible subscription to all applications
 Custom self-service portal
 Weekly 4 backups
 ServiceNow – Importance
 Automatic upgrades
 Easily configurable applications offered as SaaS
 Pure Internet platform
 Its more secure and has complex structure
 You can access SN any time and any where. No additional software needs to be installed. Because it is on cloud
 It provides platform
 It is more user friendly and not much expensive
 Drag-and-drop graphical workflow
 Google-like global search of IT
 Delegated administration
 Simplified, flexible subscription to all applications
 Custom self-service portal
 Weekly 4 backups