10/9/2012

Vendor representatives:

Karam Maira
Chris Collazo

Attendees:

Chris Gresham
Stuart Peloquin
Joszef Dozci
Steve Landry
Oliver Thomas
Dave Conlon
Anne Silvester
Pat Sheppard

ServiceNow as a platform

  • Fruition is 3rd party vendor building applications on top of ServiceNow for licensing
  • anyone can build apps that are forms based/workflow based
  • native integration: one data source, one platform
  • browser compatibility as far back as IE6 (tinyMCE WYSIWYG editor)
  • built as a web based tool on the foundational ITIL processes
  • "runbook automation" (orchestration engine outside the platform) and "discovery" (CMDB asset configuration tool) are separate apps from enterprise license
  • granular role based system down to the field level
  • mobile is just another view

Reporting

  • native reporting tool
  • also can use OBDC Adapter for external data sources
  • Cognos integration
  • flat file feeds or direct access to external DBs
    • transformation maps for piping information into selected fields

Incident

  • easy self assignment of tickets
  • filtering of tickets intuitive
    • can drag filter to left hand navigation to create standing report

Service Catalog

  • self service interface
  • CMS module (html, joomla, etc)
  • "smart bundle" of request options based on role
  • shopping cart with Amazonlike functionality ad experience
  • approvals can be web service calls (e.g. SAP)
  • bidirectional email between systems of record
  • can call out to Confluence KB
  • can create incident from KB article
  • chat queue
    • completely internal - no integration with Jabber
  • attach articles to incidents

CMDB and Asset Management

  • topography has graphical representation
    • also can be shown in a ticket related to specific CI
    • impact engine

Administration

  • workflow engine
    • drag and drop to create a workflow/modify workflow
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