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Run IT for Less

Current IT Service Management Situation

Multiple non-integrated systems

SAP

ServiceNow

BMC Remedy

Multiple disconnected applications

Lots of duplicate and redundant data

Business keen to see platform benefits

Organizations look to IT for solutions
PARTNER
SYSTEMS

Private
Cloud

Ariba

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 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 Consumer
19 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

Automation Platform

Service Management

Performance Analytics
Performance Analytics

Automation Platform

Orchestration

Discovery
Automation

License Management
AppClarity
Software Distribution
NOMAD

Configuration Management

Service Management

SHOPPING

SERVICE CATALOG

CMDB

CHANGE

PROBLEM

INCIDENT

SERVICE CATALOG

CMDB

CHANGE

PROBLEM

INCIDENT

ITSM + Configuration Management

SERVICE AUTOMATION PLATFORM
Operations
Management

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.

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.

Incident Management in ServiceNow

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

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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
Users 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

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

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

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

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

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Integration Process - Workflow

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

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

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

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

Step 1b:
Setup Shopping Application

For Category

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Integration Process - Workflow

Step 2 :
Request from Shopping Web Page

At the users request from Shopping, ticket gets opened in ServiceNow

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Integration Process - Workflow

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Integration Process - Workflow

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Integration Process - Workflow

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, Users comments can be seen which were provided
at the time of requesting from Shopping web page.
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Integration Process - Workflow

Step 3 - On Approval in Shopping

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Integration Process - Workflow

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

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

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Integration Process - Workflow

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On Shopping Workflow Completion

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

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

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