SOLUTION SHEET
VOSS ServiceNow integration
Automation and integration to drive efficiency and service response times when managing large scale UC deployments.
The power of integration
ServiceNow Integration from VOSS is an add-on module to VOSS, 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.
VOSS ServiceNow Integration is installed onto the main VOSS Unified Nodes. It consists of an Inbox (where new service requests are loaded and recorded) and makes use of existing VOSS capabilities to provision these requests onto the UC and Collaboration service.
Many enterprise organizations have invested in a ServiceNow solution as an enabler to modernizing their approach to service management; looking to automate, centralize and integrate between processes, reducing the number of touch points and improving the management of requests and incidents. In return this investment has delivered 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 UC and collaboration systems that are in use by these organizations. In this part of the IT landscape, VOSS Automate is already established as the primary service fulfillment system and comes readily equipped with a portfolio of modules for such an integration.
What you get with VOSS ServiceNow integration
VOSS and ServiceNow
| VOSS integration | VOSS ServiceNow integration takes the form of scripts that run on ServiceNow and represent service requests, and the VOSS Restful API. |
| 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 Automate. The latter involves mapping the relevant tables and information fields on the ServiceNow side with those within VOSS Automate. |
| Provisioning | Once identified, requests are scheduled and processed – invoking VOSS Automate workflows via the API. 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 ServiceNow and VOSS Automate takes place over a secure HTTPS connection and across a Restful API. |
| Audit | All service requests are recorded in the VOSS Automate 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 | Service requests that are made for billable changes Are reported dynamically northbound into a suitable billing platform for timely and accurate raising of charges. This capability requires the VOSS NBI Module. |
| Access control | Access to VOSS is controlled using secure credentials. Access to the Inbox is controlled through VOSS RBAC. |
| Diagnostics / Reporting | Transaction Log shows provisioning action from individual service requests. Inbox shows status and information on each request. |
VOSS and ServiceNow integration
VOSS Automate provides a single pane view of all UC applications, services, end points, and network infrastructure. It offers full feature parity and management of the latest UC applications (single stack: Microsoft and Cisco) and user on-boarding through operational workflows (quick add subscriber) or bulk loaders (customer provisioning).
The VOSS ServiceNow integration is an add-on for the main VOSS Automate product and consumes and actions service requests that originate from external service management systems (such as ServiceNow).
