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