Insights

Service Mapping To The Rescue

Overview

Gone are the days when it was hard to keep track of your assets and databases being located at different locations and you faced difficulty in accessing the same from a single point. In this era of technological advancement, tools like Service Mapping have come to your rescue. With the help of this tool, we improved the CMDB usability and visibility of configuration items to ensure quality incident, change, and management processes for a client. It also helped to point out where outages occurred and what was the impact of those outages to make better-informed business decisions.

Challenges

A lot of different company’s environments use the same kind of business service map. There are quite some technicalities involved in this process to get the end result. These include challenges like as following:

  • Implemented Business Application’s entry point hosted on the load balancer device on which configured Mid Server was not able to retrieve the information from the load balancer and was not returning OIDs.
  • After the entry point, the business application has the web tier applications which are functional IPs and the mid server can only access through the management IP. The configured mid server was having issues connecting to the functional web tier IPs.
  • Some host devices that are already being discovered inside the CMDB table had duplicates that were creating the issues in Service Mapping because service map will get confused from the duplicates.

Journey

For this process of Service Mapping to be brought to the “virtual” reality, there were a couple of things needed like access to ServiceNow instance, MID Servers provisioned, IP Ranges defined or verified, server credential deployed, and so on. The implementation of Service Mapping was a long process which began with the entry points being configured and the top-level application being mapped. Then we had a couple of steps where the target host is discovered or already existed in the CMDB in which the service mapping process continued to determine whether there was a pattern match on the target application which was then added to CMDB with a connection relationship from the source host and application upon finding the match. In case of no match, the process stops itself. In this case, the service map was supported by an HAProxy, clustered Tomcat instances, and 2 Mongo databases.

For the challenges, we rediscovered the load balancers after getting proper access and permissions. De-duplications of duplicate CI and removed all duplicate entries and validated the service map. The Service Maps were validated by application owners and stakeholders. All the critical service maps were validated with SME’s to ensure the maps being configured properly and each dependency being captured accurately.

Result

Service Mapping gave the customers visibility of all business services for each server in their supporting data. It gave the ability to determine the root cause of outages and related the top-down mapping of services in dynamically changing cloud environments.

Enhancing Employee Working Experience Through Mobile Applications

Overview

At Mirroar, we believe in providing the best of services to our clientele resulting in an enhanced experience for their employees. With the help of ServiceNow, Mirroar created a mobile application named SNOW App using Now Mobile service configured with instance and useful working modules. This application was designed for keeping track records of the company employees by providing them with a single platform for storing personal information, tasks, requests, approvals, etc. Our team was committed to designing a convenient and user-friendly application for the end-user that could be easily availed on the App Store or Google Play store.

Challenges

While working on a mobile application, there are a few challenges that the team needs to take care of. Primarily, it needs to be ensured that the application is switched according to environment i.e. development, test, or production. The patch installation of the instance needs to be checked to make sure that Now Mobile App is configured in all patches. From high-speed internet for refreshing and testing the app to making the Navigation Tab available created on the studio as Applet Launchers, our team diligently works towards providing the best technological solutions while tackling all the challenges.

Journey

The broad range of tools available in ServiceNow spanned Mirroar’s services in the design and development process. To keep it simple and easily comprehendible for the end-user, we added tabs like Home Tab, My Profile Tab, and My Task with Applet Launchers while creating Applet for individual actions. The tabs included actions for information like name, designation, requests, approvals, etc. The categorical assignment of actions in these tabs made it easier for the customers to locate the required information instantly. After creating the app from studio and Applet Launchers, we double-check everything.

Once all the technical needs are met, we move on to the testing stage. Whether it’s downloading the Service Now Mobile App from the App Store or Play store, logging in through instance URL and credentials, checking the home and profile tabs, or all the applets under tabs and orders, we ensure the hassle-free working of the application.

Result

The application brought the technological aspect to the otherwise traditional working system of the company. While the online storage of data ensured data security and compliance, it also made it highly convenient for the employees to keep track of their growth and performance. Be it notifying them about future tasks or checking the status of assigned tasks, the application proved to be a real time-saver and cost-effective for the organization.

Inventory Tracking Made Convenient Through Integration

Overview

In this very device-centric world, everything operates on different devices be it mobile, laptops, desktops, or any other system. Every organization needs an end number of devices to operate because of which a lot of unmanaged devices are trickling into their environment. To solve the issue being faced by a client for Mac devices, we brought in Jamf Pro for the management. We improved the CMDB for configuration items, the process to import hardware and software into ServiceNow with the JAMF Pro into the ServiceNow CMDB.

Challenges

When there’s a wide range of devices, it tends to raise some issues in managing those devices. The common problems faced during the implementation of this integration include having the permissions for JAMF Pro Service Account, setting up Mid Server in the client network, and some host devices having multiple duplicates causing issues while importing via integrations.

Journey

For the successful integration of Mac devices, we began with creating properties for base URL API, username and Password for JAMF Pro Services after getting all the permissions required to operate those accounts. A technical approach was created to retrieve all the Mac Devices from the JAMF Pro into CMDB. Then the CMDB Identification was utilized along with the reconciliation of APIs in a transform map to remediate the duplicates and reconciliation. In the end, we created a scheduled job to import all the devices on a daily basis.

To finish off the process with testing, we ensured that all Mac devices were integrated successfully from JAMF Pro to ServiceNow CMDB for inventory tracking, no duplicated found after successful implementation of the integration, and asked stakeholders for data validation.

Result

The integration helped to enrich the CMDB with Mac devices present in the customer’s environment. It used a dashboard for reporting purposes and management to validate the data. The custom REST API integration eliminated the use of expensive plugins offered by the vendor.

Revolutionize Your Workflow Efficiency: Enhancing IRM Processes with Service Now

In Today’s fast-paced business environment, organizations need efficient and user-friendly tools to streamline their processes and ensure compliance.

Introduction

This case study explores how, a leading social media company, experienced limitations with their existing Salesforce platform and sought to enhance their user experience by implementing ServiceNow. Discover how Mirroar partnered with ServiceNow is addressing their pain points and revolutionizing their workflows, enabling them to achieve greater productivity and effectiveness.

Identifying Pain Points

Before embracing ServiceNow, our client faced several challenges with their existing setup. Here are the pain points they encountered:

  1. Limited visibility into request details: They struggled to access comprehensive information about submitted requests once they were in the system.
  2. Disconnected case and project records: Maintaining separate case and project records without synchronization created inefficiencies and inconsistencies.
  3. Communication limitations: They desired an alternate communication channel beyond emails to enhance collaboration and streamline interactions.
  4. Manual closure of parent cases: Their team had to manually close parent cases after completing all required reviews, leading to time-consuming administrative tasks.
  5. Non-refreshing dashboards: Dashboards in existing platforms did not update automatically, hindering real-time data monitoring.
  6. Inability to send emails from the platform: The absence of a direct email functionality within the form caused inconvenience and extra effort.
  7. Restricted access for reviews from various teams: Licensing issues prevented teams like legal from accessing the platform for conducting reviews.
  8. User mention and notifications: Our client needed the ability to mention and notify specific users within the system for effective collaboration and communication.
  9. Lack of email consolidation: Emails associated with a particular form were scattered, making it difficult to track and manage.
  10. Sub-states throughout the flow: They required the flexibility to incorporate sub-states within their workflow for enhanced process management.
  11. Sub-reviews and parent-child relations: The company sought a structured process for sub-reviews, establishing a parent-child relationship between records.
  12. Notifications for state changes: Users needed timely notifications regarding any changes made to the records associated with their tasks.
  13. Access to record change history: They aimed to have a comprehensive view of the record changes over time, enabling better analysis and decision-making.

Delivering Solutions with ServiceNow

To address these pain points, we recommended the following solutions using the powerful features and capabilities of ServiceNow:

  1. Enhanced request visibility: Requesters can now view their submitted requests in the backend/portal, ensuring transparency and easy access to request details.
  2. Unified case and project records: We introduced a single record producer form in ServiceNow, eliminating the need for separate case and project records.
  3. Efficient communication channels: Leveraging work notes and additional comments, They can now communicate effectively within the platform, reducing reliance on emails.
  4. Automated parent case closure: We implemented flows, workflows, and business rules to automatically close parent cases upon completion of all required reviews.
  5. Real-time dashboard updates: ServiceNow offers auto-refresh functionality for certain reports, enabling them to stay up to date with the latest data.
  6. Seamless email integration: Users can send emails directly from the ServiceNow platform using the email option available in the form header, even applying templates for convenience.
  7. Expanded user access: They can now obtain bulk user licenses, allowing teams like legal to conduct reviews within the platform without any restrictions.
  8. Collaborative notifications: With the @User mention feature available in ServiceNow’s work notes and comments, they can notify and involve specific individuals for effective collaboration.
  9. Centralized email management: All emails associated with a specific form are consolidated within the activity section, simplifying email tracking and organization.
  10. Customizable sub-states: ServiceNow empowers this client to create custom fields and automate updates.

At our company, we specialize in helping clients overcome the challenges they face with their existing platforms and workflows, similar to the situation described at this client. Here’s how we can assist other clients facing similar pain points:

  1. Comprehensive assessment.
  2. Tailored solution design
  3. Seamless transition and implementation
  4. User training and support
  5. Streamlined request visibility
  6. Unified record management
  7. Enhanced communication channels
  8. Workflow automation
  9. Real-time data monitoring
  10. Customization and scalability
  11. Collaboration and notification features
  12. Comprehensive record tracking

By leveraging our expertise in ServiceNow implementation and customization, we can help your organization overcome the pain points you’re currently facing and transform your workflow into a streamlined and efficient process. Get in touch with us today to explore how we can assist you in achieving your goals.

ServiceNow Security Solution Implementation for Leading French Pharma Company

Client Overview: The case study highlights the successful implementation of the ServiceNow Security Solution by Mirroar Solutions for a renowned pharmaceutical company based in France. The client operates in a highly regulated industry and faced significant challenges in mitigating security risks from external sources.

Challenges:

  1. Regulatory Compliance: The client had to adhere to strict regulatory requirements imposed by French and European Union (EU) authorities, such as GDPR and ANSM guidelines. Ensuring compliance with these regulations was crucial to maintaining the client’s reputation and avoiding severe penalties.
  2. Evolving Threat Landscape: The client faced persistent cybersecurity threats from external sources, including targeted attacks, data breaches, and intellectual property theft. The rapidly evolving threat landscape necessitated robust security measures to protect sensitive data and critical assets.
  3. Risk Mitigation: With a diverse network infrastructure and multiple systems, the client struggled to identify and prioritize security risks effectively. They required a comprehensive solution that would enable them to proactively identify, assess, and mitigate risks from external sources.

Solution: Mirroar Solutions implemented the ServiceNow Security Solution, tailored to the unique requirements of the client. The solution addressed the specific challenges faced by the client and provided the following key capabilities:

  1. Advanced Threat Intelligence: The solution integrated with threat intelligence feeds, provides real-time visibility into emerging threats. This allowed the client to stay ahead of evolving security risks and take proactive measures to mitigate them.
  2. Incident Response Automation: Automated incident response workflows streamlined the detection, investigation, and remediation of security incidents. This enabled the client to respond swiftly to security breaches, reducing the impact on their operations.
  3. Vulnerability Management: The solution facilitated continuous vulnerability scanning and assessment, enabling the client to identify and prioritize vulnerabilities across their systems and applications. Timely patching and remediation significantly reduced the risk of exploitation.
  4. Compliance and Audit Readiness: The ServiceNow Security Solution helped the client maintain compliance with French and EU regulations. It automated compliance workflows, generated audit reports, and maintained a comprehensive audit trail, ensuring a smooth audit process.

Benefits:

  1. Risk Mitigation: By leveraging the ServiceNow Security Solution, the client achieved a significant reduction in security risks from external sources, minimizing the likelihood of data breaches and intellectual property theft. The proactive approach to risk mitigation resulted in a 60% decrease in external security incidents.
  2. Compliance Adherence: The solution enabled the client to meet the stringent regulatory requirements imposed by French and EU authorities. Achieving compliance with GDPR and ANSM guidelines resulted in a 95% compliance rating during audits, strengthening the client’s position in the industry.
  3. Improved Incident Response: With automated incident response workflows, the client reduced their incident response time by approximately 40%. This swift response minimized the impact of security incidents and ensured business continuity.
  4. Enhanced Visibility: The ServiceNow Security Solution provided the client with a centralized dashboard and reporting capabilities, offering enhanced visibility into their security posture. Real-time insights and actionable reports enabled informed decision-making and strategic planning.

Conclusion: Mirroar Solutions successfully implemented the ServiceNow Security Solution for a leading French pharmaceutical company, addressing their unique challenges related to regulatory compliance and mitigating risks from external sources. By leveraging advanced threat intelligence, automated incident response, vulnerability management, and compliance capabilities, the client experienced significant improvements in risk mitigation, compliance adherence, incident response, and visibility into their security operations. The implemented solution strengthened the client’s security posture and positioned them as a trusted and secure player in the highly regulated pharma industry.