1. Making your CMDB social
Michel Regueiro Chris Dancy
Solution Consulting Director Director of EntrepriseApophenia
Aspediens ServiceNow
2. Agenda
• Your Home Cloud
• Social Tools for IT
• ServiceNow #SocialIT
• Your CMDB: from Monolithic to Live!
• Social CMDB concepts
• SocialIT in the future
3. Aspediens
• European Partner of ServiceNow since 2007
• 100% dedicated to ServiceNow
• Offices in Paris, Geneva, Zurich
• 25ITIL certified professionals dedicated to ServiceNow
• 34customers, including international companies
• 60+ implementations to date
• Top EMEA Partner 2011 award
• Authorized Training Partner
4. STRATEGY
SALES AND PRE-SALES SERVICES
CONTINUAL
IMPROVEMENT DESIGN
“NEXT PHASE” SERVICES SOLUTION DESIGN SERVICES
BUSINESS PROCESS AUTOMATION
TRANSITION
OPERATIONS IMPLEMENTATION SERVICES
TRAINING ACADEMY
OUT-TASKING SERVICES
5. YourHome Cloud
PLATFORM AS A SERVICE
COMPUTERS SMART PHONES ROUTERS TELEVISIONS NETWORKS STORAGE
6. Social tools for IT
• Why Social Media?
@twailgum: Twitter users/skeptics always ask me
why I use it. To me, value is in 3 L's: ability to
Listen, Link and Learn.
7. Social tools for IT
• Salesforce Chatter
• Yammer
• Twitter
• Get Satisfaction, User Voice
• Facebook
• Community.service-now.com
• Basecamp
• …
12. Why ServiceNow SocialIT?
• @PaulHardyUK: 5 reasons to use #servicenow
#livefeed: own the process, control
access, auditable content, apply security &
support #socialmedia
13. Knowledge Base
• Was this helpful?
• Rate
• Feedback
• Most recent tasks
14. ITIL Configuration Management
The Process responsible for maintaining information
about Configuration Items required to deliver an IT
Service, including their Relationships. This information is
managed throughout the Lifecycle of the CI.
15. Configuration Manager Daily Questions
• How many CIs in my organization?
• When did this CI’s attributes changed?
• What are the planned changes?
• Planned/unplanned outages on my CIs?
• How many critical incidents on my CIs?
19. Some examples
• Dedicated Live feeds for critical business services
where critical incidents could be posted
• Live feed by CI Class to display:
– new tasks on these CIs (incidents, problems, planned changes)
– Outages (planned, unplanned, degradation)
– Changes in the CI relations
– and so on
20. But also..
• New license linked to CI
• Contract linked to CI no longer valid
• Event Management in Live?
• Ability to subscribe to your own feed?
21. Approach to define your CMLF
Live (Dynamic)
Irrelevant Relevant
Monolithic (Static)
