1e shopping integration with servicenow
DESCRIPTION
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.TRANSCRIPT
Run IT for Less1e.com | [email protected]
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
SYSTEMSPrivate
Cloud
BMC Remedy
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 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
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.
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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 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, ApprovalUpdatescript 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 - 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
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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