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Contents

1 Overview .......................................................................................................... 3

2 What does the Integration accomplish? .............................................. 4

3 How does the integration work? ............................................................ 4

4 Software Design & Integration process ............................................... 6

Performance Considerations ................................................................... 7

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1 Overview 1E Shopping is an industry leading solution that provides an “App Store” for the enterprise. Shopping is used extensively by large and global organizations worldwide. IT organizations rely heavily on Shopping to service end-user requests for software and other IT assets. Shopping empowers the end-user to be self-sufficient and to get the software and services they need, when they need them with minimal reliance on IT

While IT is happy to empower the end-user with Shopping, they are keen that the requests submitted through Shopping be monitored through a centralized repository and platform such as ServiceNow. Organizations like Coca-Cola and Cigna who have been 1E customers for a long time, have now invested in the ServiceNow platform and are keen to provide the unified and integrated experience that the integration will deliver

1E’s suite of disruptive IT operations management tools save billions, solve problems and simplify the management of large, complex IT environments – in record time. Designed with a singular focus to help drive down costs, 1E’s solutions include tools for IT asset management, Windows systems management and BYOPC. To understand how 1E can help you run your IT for less, please do get in touch at info@1E.com, or:

UK (HQ)

1E, CP House, 97-107 Uxbridge Road

London W5 5TL, UK Tel: +44 20 8326 3888

USA

1E Inc., 5 Penn Plaza, 9th Floor New York, NY 10001, USA

Tel: +1 866 592 4214

India 1E, 10th Floor, Tower A

Advant Navis Business Park Sector 142, Noida - 201305, India

Tel: +91 120 402 4000

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2 What Does The Integration Accomplish? The goal of the integration is to provide an integrated experience to enterprises:

By providing end-users with an “App Store” experience to shop for IT assets and Enabling Systems Administrators (including help desk personnel) across different

support areas to use ServiceNow to monitor status of user-requests and provide the appropriate level of responses to meet SLAs.

Providing a consolidated view of all IT incidents or tickets, including the ones open through Shopping.

Consolidating “1E Shopping” status information with other IT incidents allowing for better correlation of incidents and faster and more targeted response from IT.

3 How Does The Integration Work? Our solution, integrates 1E Shopping with the ServiceNow Incident Management module. A new application has been created in the ServiceNow portal that has all of the required and specified customizations for the integration.

Customizations include:

New fields in the Incident table New choices for some of the existing fields and Import set table and a transform.

Using the Web Service Import set, data from Shopping is populated in the Import Set table from where it is transferred to the Incident table based on the mapping created between the Import set table and the Incident table.

Shopping has an Integration Framework that facilitates the integration with 3rd party systems. The Shopping Integration Framework invokes scripts at events such as Application Request, Approval Update, Approval Completed, and Request Completed, that in turn makes external calls to other 3rd party systems (shown below).

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Parameters captured by Shopping are passed from the Web Service Import Set to the import set table. For this certification, Shopping does not make use of the ServiceNow web services. However Shopping has the ability to use any interface that is callable, including web-services.

Integration steps and sequence of events:

When the Shopping script is executed for the Application Request event, Shopping passes the data to the import set table using the Web Service Import set which includes a unique Shopping Reference Id.

The Shopping reference Id field in import set table is set to Coalesce and thus when the Shopping script executes at the next Approval Update event, the Web Service Import set updates the existing record and does not insert a new one.

When this data is transformed, the State of the Incident changes according to the data passed from Shopping.

Import set mode is set to Synchronous so that transformation happens immediately between the import set table and the target Incident table.

Thus for each request submitted in Shopping, an incident is opened in ServiceNow. These incidents are updated and closed based on the workflow or user actions in Shopping.

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4 Software Design & Integration Process Shopping workflow integration process is initiated when a request is made by the

end-user from the Shopping web portal. At this stage, the Shopping Central component kicks off the Application Requested script. The workflow integration scripts are vbscripts that have been extended for this integration.

For each request, Shopping creates a unique Shopping GUID/reference id. This Reference ID is the field or unique identifier used for tracking or updating tickets in the ServiceNow Incident Management module.

The Shopping Reference ID becomes the unique id for the ticket generated in ServiceNow Incident Management and is used for further modifications in the ticket.

Shopping passes (to ServiceNow) information about the Caller, Request, Request category, Assigned to, Assignment group, Additional comments, user email, contact type, user machine name, opened by and other relevant parameters to the Incident table, to open the ticket in Incident Management. This information is passed to incident table after it is transformed from the import set table.

o An additional .Net client has been developed (and is being used for the integration) that calls the Web Service Import set to populate data into Import Set table. This utility instantiates the call to the web service import set. The Web Service call requires Basic Authentication.

o The .Net client reads a settings file kept in the WorkflowIntegration folder of Shopping installer directory. This settings xml file has the static data that needs to be passed from Shopping to the incident table.

When the end-user submits a request from the Shopping web page, the Shopping Central engine executes the script launched at the Application Requested event which in turn makes a call to web service import set.

Once the request is approved by the first approver, status of the ticket changes and this change now needs to propagate to Incident Management. The approval triggers the execution of another vbscript launched at the Approval Update event.

The above process is repeated during the “Approval Completed” and “Installation Completed” events, that each in turn execute similar scripts to finally close the ticket.

To summarize the sequence of execution of scripts at appropriate events:

o “Application Requested” script opens a new ticket

o “Approval Update” script modifies the state

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o “Approval Completed” script modifies the state and indicates that delivery is pending

o “Installation Completed” script Request Completed (Closed)

o The above workflow stages in shopping are described in more detail in the Shopping Architecture document [R1].

The workflow integration framework in Shopping is a single threaded process that supports the execution of one script at a time. One record at a time will be imported and then transferred to ServiceNow from Shopping. Unless and until the 1st script either completes execution or times out, subsequent scripts will not be triggered.

There is a single call to the webservice import set in the script. This is done to ensure that there is no performance threat to ServiceNow during the integration.

Performance Considerations The Shopping workflow integration framework is based on scripts for outbound transactions.

The framework only allows script to be run one at a time (single threaded mode).

Execution of each Shopping script will call the webservice import set to send data to the import table. Data is transferred at the rate of one record per transaction. At no point, will the transaction have more than one record.

The solution has been designed to control the flow of data and avoids generating data in bulk.

Request from Shopping Transaction with ServiceNow

1 request per second 1 transaction per second

10 requests per second 10 transactions in 10 seconds

The web service Import Set inbound web service is used for passing data to the import set table.

This call in the workflow integration scripts will not generate more than 1 transaction per second, which is clearly within permissible limits. 1 record is created/modified in the Import set table after each transaction.

To get more details on the integration and steps to implement it in your organization, please contact your 1E account manager, email professional.services@1e.com, or call us at the numbers below About 1E 1E’s suite of disruptive IT operations management tools save billions, solve problems and simplify the management of large, complex IT environments – in record time. Designed with a singular focus to help drive down costs, 1E’s solutions include tools for IT asset management, Windows systems management and BYOPC. Contact us UK (HQ): +44 20 8326 3880 US: +1 866 592 4214 India: +91 120 402 4000 info@1e.com © Copyright 2014 1E. All rights reserved. The information contained herein is subject to change without notice.