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ServiceNow beyond ITSM: Custom Apps & Integrations

Learn about licensing, task-based vs complete custom IT use cases, and custom business applications. Explore integration possibilities with commonly used applications like Jira and Slack. Demo various custom apps for non-IT use cases. Contact ServiceNow Account Managers for licensing queries.

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ServiceNow beyond ITSM: Custom Apps & Integrations

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  1. ServiceNow beyond ITSM: Custom Apps & Integrations Dan Alexander, MIT Sloan School of Management Jeff Maher, Harvard University

  2. What we’ll cover today..

  3. Licensing – Safe Harbor Please consult your ServiceNow Account Managers regarding licensing for Custom Applications and Integrations. It can get confusing.

  4. ServiceNow Share

  5. Custom Applications

  6. Task Based vs Complete Custom

  7. IT Use Cases

  8. Media Services App (Task)

  9. Media Services App

  10. DEMO: Media Services App

  11. SloanPERC Laptop Order (Task)

  12. SloanPERC Laptop Order

  13. DMCA Notification App (Custom)

  14. DMCA Notifications App

  15. Request for Electronic Access (Custom)

  16. Request For Electronic Access

  17. Business Apps Non-IT Uses Cases succeeding on campus

  18. HR Benefits Case APP (Task)

  19. HR Benefits Case App

  20. MIT Sloan Customer Service App (Task)

  21. MIT Customer Service App

  22. Integrations • Integrate with everything! • Look for commonly used applications like Jira or Slack that are fairly easy to integrate with • Does data or information need to be shared? • Data Stores or Messaging • Open APIs • Integration Hub – more standard offerings • Buy it off the shelf

  23. JIRA Issues from Incidents

  24. JIRA Issues from Incidents

  25. Incident Notifications To Slack

  26. Incident Notifications To Slack

  27. JAMF – Asset & Computer CI • Nightly feed to bring in CI attributes for managed Laptops • Matches on Serial Number and fills in columns from JAMF to ServiceNow

  28. Course Mgmt App with Canvas Courses

  29. Course Management & Canvas Data

  30. DEMO: Course Management App

  31. Questions?

  32. Thank you! Dan Alexander danmalex@mit.edu Jeff Maher jeff_maher@harvard.edu

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