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A webinar presentation delivered jointly by SnapLogic and Alpha Sirius in August 2013. The topic mainly covers opportunities to streamline ITSM operations between ServiceNow and SAP Solution Manager. The common business processes that can be automated at incident ticket handling and helpdesk automation of end-to-end process.
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Streamlining ITSM Operations Between ServiceNow and SAP Solution Manager
Ajay VonkareyManeesh JoshiAaron Moore
August 29th, 2013
ELASTIC INTEGRATIONTM
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Speakers
Ajay Vonkarey • Experienced ALM/ITSM consultant• SAP Solution Manager Evangelist• CEO/Co-Founder – Alpha Sirius Inc.• 20+ years of expertise with ERP/SAP industry• Author/Publisher/Speaker
Maneesh Joshi • Product Marketing and Strategy• Integration Generalist – Product Dev, Marketing• 16 Year Experience in the Integration Space• 13 Years are Oracle• Twitter: @mpjoshi
Aaron Moore • Snaplogic Solutions Engineer• Over 15 years of Integration Experience• 12 years Integration Delivery Consultant• Service Now SME• Extensive SAP PI, ECC integration Experience
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SnapLogic – The Data Sharing Platform
SelectCustomer
s
• Founded 2006• Headquarters: San Mateo, California• Key Partnerships:
Global Operation
s
Premiere Investors
Strong Leadersh
ip
Gaurav DhillonFounder & CEO
Spencer PunterCFO
Ediz ErtekinVP Field Ops
Niraj NagraniVP of Products
Introducing SnapLogic
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Alpha Sirius Inc Facts:• Founded in 1998.• Expertise in project management,
portfolio management Operations Optimization
• Provides end-to-end solution development caused by disparate functional and technical implementation processes.
• Delivers value by bridging this gap by providing consulting services and implementation assistance with tools such as Solution Manager.
• One of the first certified partners with SAP for Run SAP Methodology
Our core competencies lie in several areas of SAP ® :• Program Management
• Portfolio Management
• Application Life Cycle Management
• Change Management
• Training & Development
• Systems Management
• Offshore Support/Development
• SAP CoE – Center of Excellence
Introducing Alpha Sirius Inc.
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Alpha Sirius – Top Customers
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Streamlining ITSM Business Processes
BEFORE
Manual Steps– Expensive
– Error-prone
– Latency
Hand-coding– Maintenance
nightmares
– IP restricted to developer
– No error-handling
AFTER
Streamlined Processes– Zero hand-coding
– Pre-built connectivity
– Abstracts out endpoint versioning and upgrades
– End-to-end visibility
– Automated error-handling
– Focus on the business problem
– Improved process efficiency
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Incident Management Use Case
SERVICE NOW SOLUTION MANAGER
1.Create Support Message
2. Create Incident
6. Close Support Message
8. ITSM Reporting
3. Incident Resolution
4. Change Management
5. Close Incident
7. SAP Reporting
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DEMO
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SOLUTION MANAGER SERVICENOW
• Standard Application Life Cycle Management tool from SAP
• Covers all aspects of Application Lifecycle, including design, implementation and efficient management
• Integrates well into all SAP components and systems
• Covers some non-SAP components
• Covered under SAP standard and Enterprise Maintenance
• Extendable to web based system• Limited usage by SAP customers
due to lack of knowledge, expertise and understanding of the benefits
• Cloud-based services that automate enterprise IT operations
• Focused on Business Process Management and IT process consolidation
• Easy deployment with lower costs and enhanced efficiency
• Limited or no-customization to fit the company needs and process
• Integrates service desk, change management and incident management
• Stand alone and does not integrate into customers ERP and backend systems
SAP Solution Manager and ServiceNow
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Customer Challenges
Large scale SAP customer have adopted other systems and tools for help desk and support
Heavy investments have been made on other tools and difficult to sunset them
Perception that Solution Manager works for ONLY SAP systems
Limited knowledge and expertise of customers with SAP Solution Manager. Still considered as BASIS tool
Desire one central systems for all of help desk, incident management and IT processes
Limited Project Management and IT PMO functions in Solution Manager
Adoption of SAP Solution Manager for NON-SAP systems
Confusion of the licensing and implementation costs of Solution Manager
Limited case studies from SAP on successful Solution Manager deployments
SERVICENOW has limitation with integration into ERP systems
Mix of Cloud and on-premise systems
Best of the Breed – SERVICENOW for ITSM and SOLUTION MANAGER for Run SAP
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Alternatives to an Integration Platform
Current Solution for customers– No direct integration/plug-in available in the market
– Manual coding and custom development
– Extensive programming effort and resources
– Typical time frame to complete the manual integration – 2months
– Challenges with software upgrades
– In-house knowledge retention
– Additional hardware/software required if integration is done via SAP-PI
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Integration Implementation Best Practices
Follow industry best practices for ITSM
Keep custom modifications and programming changes to the minimum
Utilize industry provided best practice for end to end ITSM process
Implement best of the breed tools in the industry– SERVICENOW for ITSM functions
– SAP for Enterprise Resource Planning
Adapt a cloud-based or a hybrid approach
Adapt low risk, low maintenance and high-availability systems
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Adoption of SnapLogic Integration Platform
Follows the industry best practice for ITSM solutions
Easy and quick deployment
Reduced maintenance efforts for upgrades and software changes
A Cloud platform – reduces the upfront hardware and software costs, and time to value
“A la carte” – choose only the specific modules to be integrated with SAP– Incident Management
– Change Management
– Project/Portfolio Management
– Configuration Database (CMDB)
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Summary
Improve efficiency and accuracy by automating your ITSM Operations
SnapLogic delivers the most flexible and adaptable cloud integration platform that will help you rapidly on-board and off-boarding new application investments
Alpha Sirius brings core expertise to the table that is based on best practices gleaned from hundreds of implementations
Contact Us Today [email protected] or [email protected]
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Q&AFor more information visit
www.snaplogic.comor
www.alphasirius.com
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