NBN Co is using ServiceNow to expand its use in IT operations management, and it uses update features in the platform to better understand how events such as server issues will affect IT service delivery.
Infonet NBN Co revealed in July last year that NBN had adopted ServiceNow as a new IT service management platform for network operators to replace the BMC Remedy environment.
ITOM and Major Event Management Practice Manager James Tomlinson stated at ServiceNow’s Now at Work A/NZ summit that NBN Co has expanded the existing and updated uses of ServiceNow.
Its existing implementation includes the discovery of changes made to on-premises and cloud-based infrastructure, as well as the mapping of relationships between applications, IT components and cloud services.
“Where we left last year, we did well. We have a CMDB [configuration management database] Approximately 4 million configuration items [configuration items]. Today, our number is 5 million, and 1.5 billion configuration items are discovered and updated every night. “Tomlinson said.
“It got better. When we started our journey, we started to provide five application services last May, and when we came to Now Now Work last year, our number had reached 40 people. It is an amazing achievement.
“We have taken this momentum [and] Now, we can map up to 140 application services. “
Service mapping enables NBN Co’s operations team to “very quickly understand the impact of incidents, alarms and incidents on a wider range of service products.”
“This will be further enhanced,” Tomlinson said.
“So today we sat down and we understood the impact of application services, but when we started using CSDM, [or common service data model]. “
In ServiceNow’s words, CSDM is a set of standardized and consistent terms and definitions that serve as a blueprint for organizations to map IT services using the ServiceNow stack.
Tomlinson continued: “CSDM will introduce some very exciting structures around service composition that will drive real customer value from the amazing data in the CMDB by discovering service mapping.”
He said: “It will truly make it customer-centric.” This will have a positive and continuous impact on internal and external users of NBN IT services.
In addition, according to NBN Co, it has also begun to use the operator workspace, which is an event management function in ServiceNow that can be used to “check service status and view services that may not run optimally, so that you can solve these problems.” Technical documentation.
“Last year, we brought the ITSM process into ServiceNow-our incidents, problems, changes and service requests, but we have left the incident [management off the platform]”, Tomlinson said.
One of the reasons why NBN Co did not immediately switch incident management to ServiceNow is because the company’s incident management team “does not believe that doing so will greatly change their capabilities”.
Tomlinson said: “Considering that we are still on the journey of service mapping, some organizational changes are needed to improve how they can fully utilize the platform’s potential.”
However, he was sure that after seeing the operator’s workspace at the face-to-face Knowledge 2019 conference held by ServiceNow, he made a change.
“We deployed it in July this year, so it has been online for a few weeks,” Tomlinson told the “Working Now” summit.
“We have effectively completed the lift, so we have used the feeds that have been used in the incident management system into ServiceNow, but we have handled these incidents from the legacy tools we have, and brought the team into ServiceNow and the operator workspace. In order to view, confirm and take action.”
This change makes it easier for the ITOM team of NBN Co. to understand how, for example, infrastructure issues will affect downstream services.
“Before we get an event,’Server x has a problem, it is being used to maximum on the CPU, this is your situation, we have brought it into the operator’s workspace, and… [now] Really enriched the event, [with] The output is an alarm,” Tomlinson said.
“The alert tells us that’server x has a CPU problem, it is using the CPU to its maximum, but these are services that utilize server x, so this is your influence”, or’this server x is a broader cluster There may be four in one part, do I need to worry about it?
“We can start pre-loading this information into the incident management team so that they can actually make informed decisions quickly.
“They don’t have to look for other tools to find the actual function of the server, nor do they need to have tribal knowledge or experience.
“[Instead], Almost put them on the plate so that they can make the right decision at the right time. “
Tomlinson said the ITOM team worked closely with incident management in the transition to ServiceNow.
“Using incident management, one of our key concerns is…what is the ultimate value of migrating it from an old incident management platform to ServiceNow?” Tomlinson said.
“We took them on the journey and compared them. In fact, we had a special discussion and led them to complete a solution.
“We said,’Today, if you go through the old platform and get this alert, this is what you get. This is all the other things you have to do.’ [whereas] “This is a ServiceNow option, which is done through the operator workspace, [this is the] The difference in time and the level of information provided”.
“We don’t need to sell them internally. As soon as they see the comparison, they conclude that it is “no brain”.
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