África Santos Planet ([email protected]) · Non-IT Service Reporting • Our department (SMB) is responsible for providing and maintaining the infrastructure and services needed.

África Santos Planet ([email protected])

Pablo del Castro Galán ([email protected])

SNUG 13/06/2018

Agenda

• Introduction

What is Perspectium

What is Replicator

• Original Requirements

• Specific Use Cases

Business Service Catalog Synchronization

Training new Service Desk team

Non-IT Service Reporting

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What is ?

2/12Introduction

Established in 2013 by David Loo and based in San Diego, California.

Application integration solutions

Replicator and Observer at CERN

Replicator

Introduction

Framework to share data ⇄ Real time vs Scheduled

⇄ Bulk share vs Dynamic share

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Why using Replicator?

Publish data accessible to other CERN services (SEs, KBs, etc)

Execute reports in non-production instances

Original Requirements

Mirror of the ServiceNow data for service continuity

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Business Service Catalog Sync

• It is the center of all processes

• Up to date automatically in our dev/test/training instances

• Helps development, avoids clones o manual import/export

• Synchronize catalog items for small minor changes in production

Specific Use Cases 5/12

6/12Specific Use Cases

DEMO

TIME

Training new Service Desk team

• Synchronize new incidents from production

to training instance

• Agents train to classify/prioritize real tickets

in the training instance with no impact

• Evaluate their solution comparing

Specific Use Cases 7/12

Non-IT Service Reporting

• Our department (SMB) is responsible for

providing and maintaining the infrastructure

and services needed.

• That includes guards, cleaning, service

desk, etc., and we also support ServiceNow.

• All these services have a big need for

reporting. The tool of choice:

8/12Specific Use Cases

Guards Service Reporting

• This service is responsible for managing security and access to the fenced part of the CERN sites.

• This report integrates data from different sources.

serviceNow

GIS Application

9/12Specific Use Cases

Cleaning Service Reporting

This service is responsible for cleaning interventions covering

~340’000 M2 floor space, and 22’000M2 of windows in ~600

buildings and halls.

10/12Specific Use Cases

Cleaning Service Reporting

11/12Specific Use Cases

Any Questions?

Pablo del Castro Galán ([email protected])

África Santos Planet ([email protected])

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