Common transform map for multiple data sources

 

Overview

Service-Now has a CMDB module which has almost all types of assets init. cmdb_ci is the base table for all assets. Same applies to Service-Now tickers, task is the base table. Mostly these base tables has all the common fields. Data created / added in CMDB has some what similar fields. If we want to import data into system using excel file or any other file or data source (SQL, Oracle etc.) one needs to create Data Source and transform map and mapping source fields with target fields. Creating and maintaining transform map for all assets becomes painful process when removing common columns from all asset transform map.

To over come this issue a common transform map is created. Create a data source called "LinuxServer Data Source". In Import Set table label add name "Common Import Set Table". For now we consider, each server data is fetched from different table. So to add queries appropriately we create multiple data sources like "Win Data Source", "IBM Data Source" etc. but the Import used for these data sources are common that is "Common Import Set Table". If the data is pulled from any database make sure column "devide_type" with default value is added. We need this column later to re-set transform map target table dynamically.

SELECT name, vendor, CPU, 'cmdb_ci_linux_server' AS device_type
FROM [ table_name ]

Pull data into "Common Import Set Table" by clicking on "test load 20 records". It will create source table in Service-Now instance with all columns and 20 records. Create Transform Map "Common Transform Map" as shown below.

Select source table "Common Import Set Table". Click "Run Script" checkbox to write script which will be executed before processing a row. So this script will run on before transformation of each row.

var sysClass = source.u_device_type.toString();
if (JSUtil.notNil(sysClass))
{
 target.sys_class_name = sysClass;
}

Above code will change the target table of transform map at run time. Once field mapping is done the records will be updated in the Linux Server of Service-Now CMBD table.

So far records are populated in Linux Server with common fields. Now we need to populate Linux Server specific columns as well. e.g. "u_service_level" is a Linux Server specific column which is created on "cmdb_ci_linux_server" table. This field is not available in field mapping as the target table is re-set dynamically. Hence we need to write a script onAfter event of transform map

var deviceType = source.u_device_type.toString();
if (deviceType == 'cmdb_ci_linux_server')
{
 // Fech class name from target
 var v_ClassName = target.sys_class_name.toString();  
 
 // Create a glide record  
 var grServer = new GlideRecord(v_ClassName);           
 grServer.addQuery("sys_id", target.sys_id.toString());
 grServer.query();
 if (grServer.next())
 {
  grServer.u_service_level = source.u_service_level.toString();
  grServer.update();
   }
} 

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 What is ServiceNow?

ServiceNow is a platform that helps companies in designing, planning, delivering, operating and controlling the services of information technology, or in simple words that supports ITSM. This is an amazing tool that helps in automating IT business management.

Why use ServiceNow?

There a lot of reasons that this technology has started winning the hearts of people around the world. Off-course! There is a complete bunch of reasons stating that this technology is astounding and unparalleled. Reports say that approximately 12,615 companies make use of this technology for smoothing the functions of their business’s other departments. Let’s look at some of the reason:-

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• It provides a single platform for everyone to make edits, alterations, or changes into a program, reducing the time for downloading, processing and uploading the file. Therefore, it elevates the efficiency of the workers, and hence, of the overall company.
• It assists your employees to perform even better. Thus, the performance of the services of the company improves.
• The most important reason that it has collected the gazes and attention of all the businesses is its quality and reducing the ITSM cost. Now, how much cost does it reduce? It reduces capital investment on ITSM by up to 80%.
• It assists in organizing the unplanned and unorganized work of the business. Hence, by using ServiceNow, employees can work more efficiently.
• By integrating its tools, one can handle Email services automatically, making them more efficient. Better email and web services can lead to a satisfactory client base.
• It helps in breaking and dividing the work into small fragments and therefore, assists in making the work easier. Moreover, other features and tools of the ServiceNow can help in making the process smarter.

ServiceNow Plugin

The software components which let the users make use of some specific functionalities and features within the ServiceNow instance are known as Plugins. As it provides quite a huge number of services, the list of plugins available is also huge and seems never-ending.

Most of the plugins are usually active by default on the Now platform, however, if there are some which can’t be activated then don’t worry, there are still a lot of options which you can choose in order to use them. Moreover, if you are not able to find some plugins then the plugins might need to be activated from the ServiceNow personnel.

ServiceNow Versions

There is a huge history of the versions of the ServiceNow, which were used by the people. However, currently, there are 10 versions that are in trend and are used by the people, and Kingston is its latest version. Here are the names of the versions which are currently used:-

• Aspen
• Calgary
• Berlin
• Dublin
• Fuji
• Eureka
• Geneva
• Istanbul
• Helsinki
• Jakarta

ServiceNow workflow

You can use a drag-and-drop interface to make the multi-step processes automatic within a platform. Within every workflow, there are a number of activities. Moreover, to ease the understanding of workflow, there is also a graphical Workflow editor present which provides visual aids in the form of a flowchart. From this workflow chart, the understanding of various transitions from one activity to another becomes clear as crystal, through the lines connecting boxes.

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Key Features of ServiceNow

As discussed, it provides very efficient support to the customers, and therefore, nurtures them. A study claims that a satisfactory, the probability for a company to sell a new product to a satisfied customer is 60–70%, whereas, the probability lies near 20% for selling the same product to a new client or customer. Therefore, the service of ServiceNow indirectly helps in increasing the revenue generation of the company.

Another feature of the ServiceNow is its low price which charges for its maintenance. Most of the businesses is attracted to this cloud-based software due to tot he very same reason. This feature can help businesses in their cost-cutting. There is another feature of ServiceNow. It secures the confidentiality of data without sacrificing the integrity of the workspace, and vice versa.

Who uses ServiceNow?

Now, as we have understood what is ServiceNow, its features, and what are its benefits, one must also know who can use it?

Within a company everyone can make use of this system, as this allows integration of all the departments, and lets the employees, IT support teamwork on the same platform. Moreover, the administrator can also make use of this software in order to manage the requests made by services, and also to manage the work progress.

ServiceNow Products

• IT Service Automation Application:

This tool of ServiceNow provides great transparency for the developers, in delivering the complex programs after developing them. The developers are benefitted by its services as the tool reduces the time consumption for detecting the loss. The tool helps in finding disruptions of the system.

• Business Management Applications:

IT business management is an amazing tool that helps in the execution of complex programs. Moreover, it helps the managers in knowing which area to focus to accelerate the work speed.

• Custom Service Management:

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One of the most important services that the ServiceNow provides is integration of the various departments through Customer support. Therefore, if a customer files complaints then it becomes easy for every employee working in the industry that the complaint is relevant to which department and therefore, the corresponding department can make the required alterations or modifications. Therefore, helps a company in keeping its customers satisfied and furthermore, helps it to nurture them.

• HR management:

This tool helps in improving the management of the HRs, and therefore, improves the satisfaction of the employees of the company by HR to understand the power and responsibility that an employee deserve, and hence, granting them the same. It also improves HR efficiency by streamlining the transaction of the employees and increasing their salaries to give what they deserve.

• Enterprise Security Response Engine:

One can integrate this tool with the existing security services of the company and therefore, the data can be made confidential, and therefore, the security of the company can be ensured. Thus, the security system can instantly respond to any attack on any incident and therefore any vulnerabilities can be strengthened against any potential attack that can harm or have an effect on business growth.

How to get access to ServiceNow

To access any software completely, it is important to set up a complete environment. Therefore, one must download it from its official website. Thereafter, one needs to register an account by entering the personal details. Thereafter click on the submit button flashing on the bottom of the dialogue box.

Thereafter you will get a message asking permission to activate the account, you need to give the permission (Off-course!) after that, as your account has been created you can just login into your account using the credential you have used to create an account. Now, you can access ServiceNow

Best Practices of using Service Now

We have to replace the emails and spreadsheets with collaborative workspaces.

Automating all the business processes should be the objective of the company.

Through ServiceNow, we must develop a contemporary work environment.

We should focus on structure, automate and enhance the workflow to simplify the service delivery.

Conclusion

ServiceNow is a Software Platform that automates IT Business Management. It decreases the ITSM expenses upto 60%. It allows Reporting and Real Time Analysis. Service Now product collection includes Business Management, Custom Service Management. It helps every scale of industry in automating their business processes.

ServiceNow - ITIL

 ITIL stands for Information Technology Infrastructure Library. It was introduced by the UK government’s Central Computer and Telecommunications Agency (CCTA) during the 1980s.

ITIL is a collection of books having processes and best practises laid down in order to achieve efficient IT (Information Technology) Service Management (ITSM) and elaborating all the activities required for delivering end to end IT services in any organisation.

ITIL defines service as “means of delivering value to customers by facilitating outcomes customers want to achieve, but without the ownership of specific costs and risks.” ITSM states the systematic approach to design, deliver and manage IT services within the organization,ITIL ServiceNow !

Stages of ITIL

ITIL is divided into five main stages. Every stage has a specific role to play in a service life cycle and form the skeleton of ITIL. Let's look into each stage briefly.

Service Strategy

It is the first stage of ITIL, which lays down the blueprint of a new service (or changes in an existing service). The proper plan and roadmap of the service is prepared in this stage. All the aspects of services like value creation, resources, capabilities, investment, portfolio, etc. are discussed in this phase.

Service Design

This is the next phase of ITIL, wherein, architecture of the new or changed service takes place, as per the service strategy. It also lays down the processes, policies and solutions as per the business requirements.

Service Transition

This is the third stage of ITIL and the main objective of this stage is plan, manage, build and deploy the new or changed IT service in the production (real world). This stage also drafts the risk management and back out plans. Change management is one of the important processes which comes under service transition, which is explained later.

Service Operation

This stage of ITIL focuses on the day to day IT services, which are delivered to the customers. It makes sure that; every IT service is delivered efficiently without any (or at minimum possible) disruption. This stage introduces various processes, which need to be carried out in case of service disruption, incident management and problem management being important among them.

Continual Service Improvement (CSI)

This stage highlights the steps that could be taken, to increase the overall efficiency and performance of the service. The CSI works closely with all the other stages and identifies improvement opportunities with metrics driven approach.

Processes in ITIL

Now let's look into the three main processes in ITIL. The Change Management comes under Service Transition and Incident Management and Problem Management comes under Service operation.

Change Management

It is an approach which guides on how to prepare, manage and support transition in the service. It deals with any kind of change within the organisation. May it be technological change, process change, organisational restructuring, physical datacenter related changes, software related changes, server related changes, etc.

specific change request is raised in any ITIL tools like ServiceNow, Remedy, etc. to track the change. The change request undergoes several stages like review, approval, budgeting, documentations, etc. which may vary as per the organisation’s policies.

Incident Management

It is an approach to identify, analyse, manage and restore any disruption caused in the service. Incident management ensures that the performance of the service is up to the mark and any interruption in the quality of the service is restored as soon as possible.

A specific incident record with unique ticket number is raised in ITIL tool, by support/service desk executive for each and every disruption reported. The corresponding team further analyses and restore the service and updates the Incident ticket accordingly in ITIL tool.

Problem Management

The purpose of problem management is to find a permanent root cause for the recurring incidents. Problem management mitigates the impact of the recurring incidents in the services. As per the ITIL practice, a problem record is raised for recurring types of incidents.

The corresponding team finds the exact root cause and proposes change or fix in the service for the permanent resolution of the incident. A change request is raised for the proposed fix/change and it is implemented in production through change management process.

Example of entire ITIL process

Let us take an example of a startup BookWorm ltd., which sells books online through their website. The company is planning to launch a book rental service in selected cities. This service provides facility for doorstep delivery and return of the rented books. The company has adopted an ITIL framework, since its establishment and since, this is a new service, it should undergo various stages of ITIL.

Service strategy

The service proposal is first presented to the stakeholders. The discussions on customer base, return on investment (ROI), prices, market research, competitors and business model takes place in this phase.

Service design

The blueprint of the service is prepared by the experts in the respective fields. The technology that will be used to deliver the service to the customer, subscription plans, payment method, online portal design, delivery and return model and charges are finalised in this stage.

Service transition

At this point of time, scope and design of the service is already defined. In service transition, the preparation to implement the service starts. The change request is raised for the new service and activities like software development, budgeting, approval, acquisitions, inventory management is undertaken by the respective teams. The roadmap for the service is finalised and milestone dates are set for the service to go live.

Service operation

The service is now in production and each and every issue (whether one time or recurring) reported during the service delivery by the customers, users or internal team is tracked and managed by the Service operation.

Continual Service Improvement

In this continuous process, the opportunities are identified to make service better, for example, internal IT team suggests a new CMS (content management system) tool for their website, which provides improved metrics, easy access and enhanced features.

Change, Incident and Problem Management

An example of BookWorm Ltd. with respect to change management, incident management and problem management is discussed below −

The BookWorm ltd. has taken forward the idea to implement the new CMS as a part of continual service improvement. The service improvement plan undergoes various stages of ITIL - Service strategy, Service design, Service transition and finally the new CMS is implemented in production and is being monitored as part of Service operation. The new CMS is performing as expected and is providing enhanced features.

One fine day a customer using book rental service calls up the customer care and reports that, he had opted for the monthly subscription of their basic plan, but he was billed as per the premium plan. The customer care executive creates an Incident ticket for the issue in ITIL tool and forwards it to the respective team. This is the Incident management phase. The IT team checks the issue and corrects the bill amount and plan from the backend (database) directly and marks the incident as resolved.

With time, several similar incidents got reported by multiple customers. After resolving the issue by manual adjustment from the backend, the IT team decides to find a permanent root cause and fix this issue. They open a problem record for this recurring incident in an ITIL tool and start the investigation. This is a problem management phase. After an investigation, the team spots a bug in their script and identifies the changes required in the script as a part of fix.

The IT team now raises a change request in ITIL tool to fix the script of the new CMS and starts working in the code changes. This is the change management phase. The change request goes through various approval, prioritisation and budgeting phase and finally, gets implemented in production as per the agreed date.

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