Making your CMDB social

Michel RegueiroSolution Consulting DirectorAspediens

Chris DancyDirector of Entreprise Apophenia

ServiceNow

Agenda• Your Home Cloud• Social Tools for IT• ServiceNow #SocialIT• Your CMDB: from Monolithic to Live!• Social CMDB concepts• SocialIT in the future

Aspediens• European Partner of ServiceNow since 2007• 100% dedicated to ServiceNow• Offices in Paris, Geneva, Zurich• 25 ITIL certified professionals dedicated to ServiceNow• 34 customers, including international companies• 60+ implementations to date• Top EMEA Partner 2011 award• Authorized Training Partner

DESIGNSOLUTION DESIGN SERVICES

OPERATIONSOUT-TASKING SERVICES

TRANSITIONIMPLEMENTATION SERVICES

CONTINUAL IMPROVEMENT

“NEXT PHASE” SERVICESBUSINESS PROCESS AUTOMATION

STRATEGYSALES AND PRE-SALES SERVICES

TRAINING ACADEMY

PLATFORM AS A SERVICE

COMPUTERS SMART PHONES ROUTERS TELEVISIONS NETWORKS STORAGE

Your Home Cloud

Social tools for IT• Why Social Media?

@twailgum: Twitter users/skeptics always ask me why I use it. To me, value is in 3 L's: ability to Listen, Link and Learn.

Social tools for IT• Salesforce Chatter• Yammer• Twitter• Get Satisfaction, User Voice• Facebook• Community.service-now.com• Basecamp• …

https://aspediens.basecamphq.com

But also!• ServiceNow Knowledge Base!• ServiceNow Chat!• ServiceNow Live Feed!

Why ServiceNow SocialIT?• @PaulHardyUK: 5 reasons to use #servicenow

#livefeed: own the process, control access, auditable content, apply security & support #socialmedia

Knowledge Base• Was this helpful?• Rate• Feedback• Most recent tasks

ITIL Configuration ManagementThe Process responsible for maintaining information about Configuration Items required to deliver an IT Service, including their Relationships. This information is managed throughout the Lifecycle of the CI.

Configuration Manager Daily Questions

• How many CIs in my organization?• When did this CI’s attributes changed?• What are the planned changes?• Planned/unplanned outages on my CIs?• How many critical incidents on my CIs?

Monolithic CMDB

How can ServiceNow Live help?

From Monolithic CMDB (Configuration Management Data Base)…

… to CMLF (Configuration Management Live Feed)

How to define your CMLF approach?

Some examples

• Dedicated Live feeds for critical business services where critical incidents could be posted• Live feed by CI Class to display:

– new tasks on these CIs (incidents, problems, planned changes)– Outages (planned, unplanned, degradation)– Changes in the CI relations– and so on

But also..

• New license linked to CI• Contract linked to CI no longer valid• Event Management in Live?• Ability to subscribe to your own feed?

Approach to define your CMLF

Monolithic (Static)

Live (Dynamic)

Irrelevant Relevant

Questions?

Thank You

@servicesphere@michelgva

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