Streamlining ITSM Operations Between ServiceNow and SAP Solution Manager

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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

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• Founded 2006• Headquarters: San Mateo, California• Key Partnerships:

Global Operation

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Premiere Investors

Strong Leadersh

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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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