October 15, 2012
Vendor representatives:
Karam Maira
Chris Collazo
Tulio Quinones
Attendees:
Mark Silis
Garry Zacheiss
Barbara Goguen
Stuart Peloquin
Joszef Dozci
Steve Landry
Oliver Thomas
Dave Conlon
Anne Silvester
Jessica Donnelly Reed
Pat Sheppard
Self Service Use Case
- entitlement based service catalog
- configure things at the item level (Javascript)
- documentation: ServiceNow Wiki
- auto-creation of a (closed) ticket on being sent to a third party site (AJAX call to ServiceNow)
- callback from the third party site to indicate the user completed the task successfully, or was unsuccessful and requires further assistance (SOAP/REST web service call where status can be updated in the ticket if target system supports this)
- an easy way back to the service catalog for the case where a user has selected a punch out option by accident (can display 3rd party site as browser within ServiceNow)
- support analyst has ability to impersonate the user
Approval/Authorization Scenario
- auto-authorizations based on role
- generate authorization to their supervisor of record (defined workflow)
- system unable to determine appropriate supervisor: generate case for support analyst to manually authorize (can manually add approver)
- updates asset table (license compliance check, condition builders, relational db)
Approval/Chargeback Scenario
- approval for the content of the request (manager)
- approval of the dollar amount (finance staff)
- asset tracking (can be manual check as an assigned task or automated check)
- integration with an ERP (assigned as task done manually in system of record)
Additional Notes
- the shopping cart saves requests as drafts
- support analysts can impersonate the user and see what they see and edit their cart
- federated CMDB
- knowledge searches can be recorded (pull from other system)
- 2-3 upgrades per year