Ask the Experts Panel: How Customers Add Value to ServiceNow Discovery and Service Mapping with Ironstream
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As organizations today try to ensure that their digital transformation is executed as efficiently as possible, IT teams are tasked with delivering an ever-increasing number of services to the business. To effectively manage these mission-critical services, IT needs to know how they work—which infrastructure components and applications deliver a service and how they interact. Without this service visibility, there’s no easy way to resolve service outages, optimize service architectures, or assess the service impact of infrastructure changes. This is even more challenging when the business relies on siloed legacy systems like the mainframe and IBM i. ServiceNow® Discovery builds on discovered infrastructure data to identify all the Configuration Items (CIs) that support a service, along with their service-specific relationships. It works hand-in-hand with ServiceNow® Service Mapping, which automates the service mapping process — creating a complete, up-to-date, and accurate record of your digital services in the ServiceNow® Configuration Management Database (CMDB). IT organizations with mainframe and IBM i can get more value out of these vital ServiceNow® Workflows by leveraging Precisely Ironstream to bring in mission-critical machine and log data from these previously siloed systems. Watch this Ask the Experts Panel as they explore customer success stories and discuss how organizations are using ServiceNow and Ironstream to deliver a comprehensive, real-time view of their IT landscape. Our experts will discuss: • How Discovery and Service Mapping Workflows allow customers to optimize their IT infrastructure • Why mainframe and IBM i machine and log data vital to IT Ops teams • How Ironstream enhances Service Mapping and Discovery to strengthen IT operations
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Ask the Experts Panel: How Customers Add Value to ServiceNow Discovery and Service Mapping with Ironstream
- 1. Ask the Experts Panel: How Customers Add Value to ServiceNow Discovery and Service Mapping with Ironstream Dave Cosio – Senior Advisor Architect Ian Hartley – Senior Director, Product Management Brittany Schultz – Product Marketing Manager
- 2. Housekeeping Webinar Audio • Today’s webcast audio is streamed through your computer speakers • If you need technical assistance with the web interface or audio, please reach out to us using the Q&A box Questions Welcome • Submit your questions at any time during the presentation using the Q&A box. If we don't get to your question, we will follow-up via email Recording and slides • This webinar is being recorded. You will receive an email following the webinar with a link to the recording and slides
- 3. Themes • Trends with organizations investing in ServiceNow • Relevance of mainframe and IBM i • Breaking down silos between modern and legacy platforms • Impacts of connecting ServiceNow to legacy platforms Presentation name 3 Experts Dave Cosio ServiceNow Ian Hartley Precisely
- 4. Improving Service Operations with ITOM and CMDB May 2022
- 5. © 2022 ServiceNow, Inc. All Rights Reserved. Confidential. 5 Services Operations Bringing your technology services & operations together Delivers your foundation for digital-first business growth Expand technology services while reducing costs Deliver extraordinary employee experiences and resiliency Drive technology best practices with optimized processes Source: Future Enterprise Resiliency & Spending Survey—Wave 8, IDC, September 2021. n=774 Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
- 6. Behind every great experience is a great workflow The Now Platform is the “platform of platforms” for digital workflows Our unique differentiation Great experiences Delivered to employees and customers Mobile Web Conversational Systems of record Integrate and communicate across any systems or infrastructure Infrastructure Customer service Sales Marketing ERP & Finance HR Supply Chain IT Powered by Workflows Built on the Now Platform Employee Workflows IT Workflows Customer Workflows App Engine Now Platform The foundation for all workflows One Platform One Data Model One Architecture Workflows and integrations CMDB Knowledge Base, Service Catalog Machine Learning, Web, Mobile, AI & Analytics Conversational UX Now Platform® Developer Tools
- 7. © 2022 ServiceNow, Inc. All Rights Reserved. Confidential. 7 © 2019 ServiceNow, Inc. All Rights Reserved. Confidential. Now on Now: ServiceNow ITOM and CMDB map our IT ecosystem to improve incident response and prevention Challenge Responding to service outages with limited visibility of our IT infrastructure was inefficient, time- consuming, and impacting service levels Reduction in P1 incidents over two years We have automated discovery on all our infrastructure and vertical services. We don’t have to go out and inventory data centers, or what apps and services are installed where. This saves us a significant amount of time. Joe Corpion Director, Technical Operations Governance ServiceNow Solution ServiceNow® ITOM Visibility optimizes our CMDB, giving us automated discovery to quickly address and prevent service outages Reduction in time to close vulnerability tickets Reduction in time to populate configuration items 40% Results 58% 71%
- 8. © 2022 ServiceNow, Inc. All Rights Reserved. Confidential. 8 Visibility is the key to service operations excellence IT Service Management Increase efficiency and reduce risk when planning changes IT Operations Management Prioritize response based on business impact IT Asset Management Gain visibility of hardware & software across your operational estate Security Prioritize response based on business impact Application Portfolio Management Streamline buildout of Application portfolio Risk Align technology risks to the business Customer Service Management Prioritize response based on customer impact DevOps Ensure governance and traceability of CI/CD process Cloud Gain visibility of cloud resources and align spend to business initiatives Certificate Management/ Firewall Workflows Eliminate outages due to expired certificates/misconfigured firewall policies CMDB
- 9. © 2022 ServiceNow, Inc. All Rights Reserved. Confidential. 9 Faster incident resolution 38% Fewer failed changes 82% More incidents resolved with problem management 604% A healthy CMDB results in greater excellence: IT, software, and security data CMDB Remediate enterprise-wide issues faster with digital services Good data management: Prioritize the CMDB equal to general ledger Good integration practices: Identification and reconciliation module (IRE) Service-level reporting: Common Service Data Model (CSDM) The CMDB is not a project: It is an ongoing business-critical process Remediate enterprise-wide issues faster with a healthy CMDB
- 10. © 2022 ServiceNow, Inc. All Rights Reserved. Confidential. 10 3 Logistics ▼ Redis ▼ OrderCreation ▼ 1x Cloud Gate… ▼ DNS:mgzsokvkrf… OrderCaller▼ MSSQL… ▼ 4 Apache server ▼ on rabbitmq + + 4 3 3x GlassFish ▼ CI Group on rabbitmq* Oracle ▼ on V-win-x42-2 Service mapping options support your entire eco-system from on-premises to cloud to microservices Tag-based Gain business context at scale by harnessing metadata from virtualization, cloud, and container technologies productpage-v1…▼ productpage-v1…▼ productpage-v1…▼ productpage-v1…▼ productpage-v1…▼ 8x Docker Con…▼ CI Group on ip-172-31-52-* + productpage▼ 2 2 2 2 Machine Learning (ML)-based Build high-accuracy service maps quickly by adding meaningful traffic-based connections from ML app0 ▼ on ip-172-31-6-123 app1 ▼ on ip-172-31-6-123 HAProxy ▼ on ip-172-31-6-123 app0 ▼ on ip-172-31-6-123 app1 ▼ on ip-172-31-6-123 app1 ▼ on ip-172-31-6-123 MySQL Server ▼ on ip-172-31-6-123 - - Top-down Deep dive surgical approach for mapping mission-critical services 1x Cloud Gate… ▼ DNS:foc6ha2lo2.e… 4 + 1x Cloud Gate… ▼ DNS:foc6ha2lo2.e… 4 + OrderStatusRed… ▼ OrderStatusRed… ▼
- 11. Q&A
Notes de l'éditeur
- Preamble with dave (what and why) Why orgs are investing in SN, particularly in IT ops management What is the value that they bring, Why and what they are populating the CMDB with Start with general now platform -> get specific into IT ops management Ian that’s great but what if you have a legacy program that people are still invested in How does that fit in? People have Sn and these systems, how do they bridge that gap? What happens when organizations try to connect these systems manually? Technical impact? Business impact? Benefits of doing in an automated way? Do teams have metrics or responsibilities that could be impacted by not having visibility into IBM in SN? What is the business impact? So what is the conclusion here? What can people do to connect these platforms and maximize their investment/strategy?
- This presentation will focus on how ServiceNow ITOM visibility helps you with Service Operations – the bridging of ITSM and ITOM to improve digital services while reducing costs.
- Achieving digital-first business growth starts by bringing your technology services and operations together. By bringing them together: you can expand technology services while reducing costs deliver extraordinary employee experience and resiliency and drive technology best practices and optimized processes. A digital-first organization no longer relies only on the central organization once known as IT – rather than IT being the sole provider of systems and services, technology product teams have formed in individual lines of business. That’s the key for digital growth, but it also poses new challenges. How do you enable technology excellence and best practices across your organization, fostering agility while still maintaining governance? The central organization once known as IT is now becoming the enabler of technology across the organization - playing a key governance role. Governance in the form of ensuring that compliance and regulatory requirements, security and performance, and vendor and cost standards are met for all technology teams, centralized, and decentralized. According to IDC – successful service and operations teams define, enforce and automate consistent guardrails and policy controls without slowing the business down.
- Overview of the Now on Now ITOM Visibility and CMDB case study https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource-center/case-study/non-cmbd-case-study.pdf Now on Now: Creating a global IT ecosystem CMDB with ServiceNow Discovery At ServiceNow, every part of our business relies on our global IT infrastructure: service management, human resources, information security, finance, compliance, and more. Delivering consistent and reliable services is critical to improving and maintaining both employee and customer satisfaction. In the past, when a problem or service outage occurred, ServiceNow IT teams had to navigate through multiple documents and contact different IT teams to determine what went wrong. This process was increasing response times, wasting staff hours, and delaying resolutions for our customers. That’s where ServiceNow’s Configuration Management Database (CMDB) comes in—the digital foundation of our enterprise ecosystem. From planning upgrades to troubleshooting incidents, the CMDB allows IT Ops to quickly identify any impacted services and engage the correct technical or business owners for a faster resolution. The live database can provide monitoring and response through a unified view of our IT ecosystem, with only with the proper tools and processes. Even with a CMDB, we were facing challenging issues such as incorrectly populated configuration item (CI) attributes, compliance risk, and unclear CMDB governance, roles, responsibilities, and access. To overcome these challenges, we deployed ServiceNow Discovery, a type of automation that provides complete visibility into our on‐premises and cloud resources, simplifying the process of discovering IT elements and their connections. This saves us hours of manual work and coalescing of offline data and allows us to track changes occurring within our on‐premises, cloud, and serverless infrastructure in the CMDB. Today, we have automated discovery on all our infrastructure and vertical services. We don’t have to go out and inventory data centers or inventory what apps and services are installed where. This saves us a significant amount of time, among other benefits: 40% time savings on IT efforts to populate devices and relationship 58% reduction in P1 incidents over two year 71% reduction in time to closed vulnerability ticket 91% of changes and configuration items have an automated approval process With the continued growth of our company, there are always additional devices being added to the CMDB. For instance, our Security Architecture team is currently evaluating and performing a proof‐of‐concept with Internet of Things‐secure appliance tools. Additionally, having CMDB Discovery make our hybrid cloud ecosystem fully transparent is essential to managing the tagging of virtual devices. To support this effort, we’re enhancing our cloud management tools to work closely with our CMDB. Now on Now .com page: https://www.servicenow.com/company/how-servicenow-uses-servicenow.html
- The CMDB is your organization’s data foundation, and it is the foundation for ServiceNow. It is the central repository of configuration data needed to drive outcomes for your transformational goals. For example, the CMDB helps: (frame the conversation around the customer use cases and speak to a few of the areas on the slide) The most successful CMDBs are business-aware, which allows you to understand the impact of a component to the business. (Which business services does this server support?) To ensure your CMDB has business context and remains healthy and trustworthy, we recommend populating it in an automated fashion. ITOM Visibility provides the fastest time to value for gaining visibility of your entire operations estate, and drives differentiated outcomes with a vast set of solutions.
- Study conducted from our CMDB business unit across customer CMDBs Of the ones considered healthy, on average customers were achieving great value for ITSM alone: 38% faster incident resolution 82% fewer failed changes 604% more incidents resolved with problem management A CMDB needs good data management, solid integration practices, and service-level reporting. But how do you get there to have an accurate and current data set.
- Service Mapping provides three complementary service mapping methods. Together, these allow you to address a wide range of service mapping scenarios and requirements, giving you the flexibility to choose the optimal approach for your specific needs. These include: •Tag-based mapping: This method builds service maps using previously configured tags on virtualized and cloud resources. For instance, it can create a service map containing all cloud resources tagged with a specific application service. If you have a well-defined tagging policy, this approach can generate service maps in seconds. Tag-based mapping is the preferred approach for containerized cloud architectures, and it can be enriched with discovered service mesh data to identify dependencies between microservices. However, it cannot identify service-level dependencies in non-containerized environments. • Machine Learning (ML)-based: This method uses machine learning to identify meaningful service-level relationships from traffic flow data. While it is less precise than top-down mapping, it requires significantly less effort. This makes it ideal for bulk mapping of less critical services. It can also be used to extend top-down maps to include CIs that have not been fully discovered. However, as with top-down mapping, it does not provide visibility of containerized microservice architectures. Top-down mapping: This creates a very precise service map by physically tracing how your digital services flow across your environment. It builds on existing discovery data, directly interrogating fully discovered applications and infrastructure to identify service-specific connections. Because it is so precise, top-down mapping is well-suited for mapping mission-critical services both on premises and in cloud environments. However, it does require significant upfront effort and does not provide visibility of containerized microservice architectures.