DevSecOps Service Now

Enablement
ServiceNow Adoption
DPE: Shinu C John Start Date: 01-Mar-2020 Status: In-Progress
Overview
Overview ICD Vs ServiceNow
Area IBM Control Desk ServiceNow
Current scenario:
DevSecOps uses IBM Control Desk (ICD) as its standard ticketing tool for providing Incident, Problem and Change
management  
managed services support. ITSM capabilities for internal clients are handled by On-premise
ICD instance and ICD SaaS instance is used to handle ITSM capabilities for commercial Self-Service Fulfillment
clients.  
IT Knowledge Management
Business Need:  
As a organizational initiative, IBM and ServiceNow partnership to help clients and bring
SLA Management
together the strength to provide a standardized approach for managing IT operations across  
multiple cloud environments.
Process and Workflow Design
 
Scope:
Multi language translation
Migration of DevSecOps ITSM functionalities for existing and new clients from ICD to  
ServiceNow.
Service catalog management
 
Benefits
Benefits Dashboard & Reporting • Shipped with Cognos • Comes with predefined OOB reports (200+)
• Market leader and preferred ITSM tool for most of the commercial clients and also for and BIRT reporting tool • Customized on-demand, role based dashboards
key partners like IMI. • Customized on demand, • Data-driven decisions from real-time dashboards using
role based dashboards Performance analytics plugin
• Offers Platform as a Service, guaranteed highly available solution (99.9%) with standard
procedure/workflows and self service experience. Shift roaster • Available as part of On call schedule management (Rota
X
management) plugin
• Reduction in considerable efforts and infrastructure cost that goes to manage two ICD
instances (On-premise and SaaS) to serve internal and commercial clients CMDB Full fledge CMDB is not • Single system of record to provide better service
enabled visibility and control of your environment details
• Cost reduction through replacement (totally/partially) of some of the home grown
offerings over a period of time, by using out of the box features and ready to use plugins Authentication & authorization LDAP based authentication • LDAP
(available at additional cost) is enabled at present • SSO
• Availability of advanced paid features like cognitive helpdesk, DevOps Insights, AI Ease of integrations • Limited out of box • Apps are available on SNow store to achieve Out of box
assisted predictions, Portal framework that can be procured on need basis for unified integrations integrations on additional cost
experience • Following OOB methods • Following OOB methods to achieve custom integration
available to achieve  Web Services (SOAP, REST, WSDL)
• Detailed & intuitive incident dashboards through Performance Analytics available as custom integrations -  JDBC
enabled feature, which can help to anticipate trends and prioritize issues.  Web Services (SOAP,  Import Maps
REST, WSDL)  Management, Instrumentation and Discovery
• Single system of records with multi-tenent environment (Domain Separated).  JDBC (MID) Server
 ICD to ServiceNow Migration
Plan Mar ’20 - Oct ’20
Apr ’20 & May ‘20 July ’20 Sept ’20
 Base setup and configuration  Migration of Medium Scale accounts  Migration of Medium Scale accounts
to support IPC functions across (From ICD SaaS) (From ICD SaaS)
commercial accounts  SUNC_RMA  CIBC
 Development  CANADA_POST  Etihad
 Testing  PUROLATOR  MSIL
 CAMSAPPS
 Discussions and finalize  Integrations –  JANSSEN
approach of different  ServiceNow and Netcool
integrations (Tools + Home  ServiceNow and PagerDuty  Integrations –
grown offerings)  Enable Integrations for NIKE  ServiceNow and client’s ServiceNow
 ServiceNow and Slack  ServiceNow and Virtual Dispatcher

 Onboarding of new commercial account  Onboarding of new commercial client

(Small/Medium scale) to ServiceNow (Small/Medium scale) to ServiceNow
(with available Integrations) (with available Integrations)

Mar ‘20 June ’20 Aug ’20 Oct ’20

 Documentation on ITSM  Migration of Small Scale accounts  Migration of Medium Scale accounts
 Migration of Medium Scale
functionalities & processes (From ICD SaaS) (From ICD SaaS)
accounts
implemented in ICD (SaaS)  EXXON  ATCO
 KONE (KONE, IOT CHINA, KONE
 AIMIA  HCIL
PMQ)
 ServiceNow exploration and  Migration of Complex Scale accounts
 SANDVIK
requirement identification  Migration of Medium Scale (From ICD SaaS)
 APPOPS (Internal)
(ITSM + Integrations) accounts (From ICD SaaS)  FAB
 Integrations –
 NIKE (Without any Integrations)  MetLife
 ServiceNow and AIOps
 Support to HST team during  Integrations –
Plan and Discovery phase  Onboarding of new commercial  ServiceNow and ChatOps
 Onboarding of new commercial
account (Small scale) to
client (Small/Medium scale) to
ServiceNow  Onboarding of new commercial
ServiceNow (with available
client (Small/Medium/Complex
Integrations)
scale) to ServiceNow (with available
Integrations)

Small Scale – IPC functionality (without any Customization and Integrations)

Medium Scale – IPC functionality (with minor Customization + Integrations (Netcool + AIOps + PagerDuty + Slack)
Complex Scale – IPC functionality (with major Customization + Integrations (Netcool + AIOps + PagerDuty + Slack + Client ITSM tool)