VOSS Solutions

VOSS-4-UC ServiceNow Integration

ServiceNow Integration from VOSS is an add-on module to VOSS-4-UC, which consumes and actions service requests that originate from ServiceNow, enabling organizations to drive efficiency and service response times when managing larger scale UC deployments.

Introducing VOSS-4-UC ServiceNow Integration

Many enterprise organizations have invested in ServiceNow as an enabler to modernizing their approach to service management. In return this investment delivers measurable benefits in service desk efficiency, improvements to IT productivity and a general reduction on incidents due to incorrect configuration and errors.

With ServiceNow established, these benefits can now be extended more widely; in particular to the unified communications and collaboration (UC) systems that are in use by these organizations. In this part of the IT landscape, VOSS-4-UC is the leading provider of service fulfillment management technology and comes readily equipped with a portfolio of modules for such an integration.

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    Features

    • Inbox

      VOSS-4-UC regularly synchronizes with the ServiceNow solution, and then loads new service requests into the Inbox. These requests are filtered – those that are in an Open (unresolved) status and are in the service request Catalog are then scheduled for processing. The Inbox also provides a convenient view, with filters and ability to search and sort, to view the list of requests made from ServiceNow.

    • Catalog

      The list of requests that are supported on the deployment. These typically represent the list of common service requests made through the existing service desk which are then configured into VOSS-4-UC. The latter involves mapping the relevant tables and information fields on the ServiceNow side with those within VOSS-4-UC.

    • Provisioning

      Once identified, requests are scheduled and processed – invoking VOSS-4-UC workflows. Note that each workflow may provision several parameters and devices within the UC service.

    • Notification

      Once complete, a service request is updated (status) to Closed and a relevant status stamp made – aside from a status update this might include additional information provided during the provisioning action (such as a telephone number assigned to a new subscriber).

    • RESTful API

      Communication between the ServiceNow and VOSS-4-UC takes place over a secure HTTPS connection and across a Restful API.

    • Audit

      All service requests that are processed are recorded in the VOSS-4-UC Transaction Log – providing an audit trail for reporting purposes. Should a request fail then this is rolled back and again recorded in the log to provide full visibility.

    • Billing

      Where service requests are made for billable changes, these may be reported dynamically and automatically northbound into a suitable billing platform for timely and accurate raising of charges. This capability requires the VOSS NBI.

    • Access control

      Access to VOSS-4-UC is controlled using secure credentials. Access to the Inbox is controlled through VOSS-4-UC RBAC.

    • Diagnostics and reporting

      Transaction Log shows provisioning action from individual service requests. Inbox shows status and information on each request.

    Benefits

    VOSS-4-UC ServiceNow Integration opens up a host of benefits for your business, including:

    • Delivers a customer experience through a familiar, easy-to use interface from any device
    • Improves service quality by removing manual tasks, duplication and fulfilment delays with automated workflows
    • Reduces serious outages resulting from errors and misconfiguration – through a standard catalog of service requests
    • Increases user satisfaction by keeping them informed with status updates and notifications about their requests
    • Integrates with existing business processes and approvals
    • Provides a clear audit mechanism and reporting for measurement and tracking of SLAs
    • Includes RESTful API for secure and standard integration between ServiceNow and VOSS-4-UC solutions
    • Is flexible and configurable to accommodate the most popular use cases as seen by a service desk