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