In this webinar, SnapLogic and Fruition Partners show users how to get more out of ServiceNow. By making ITSM agile with a SaaS-centric approach, ServiceNow also presents an opportunity for organizations to reassess their entire ITSM ecosystem. To learn more, visit: http://www.snaplogic.com/.

1. 1
Darren Cunningham, VP Marketing, SnapLogic
Patrick Stonelake, VP Business Development, Fruition Partners
Aaron Moore, Solution Architect, SnapLogic
Best Practices for Revamping ITSM with
ServiceNow

2. 2
Today’s Agenda
 Integration for the Cloud Era
 SnapLogic for ServiceNow
 Fruition Partners Solution
 SnapLogic ServiceNow Integration Demo
 Best Practices and Tactics
 Q&A

3. 3
The New Information Value Chain
BYOD SaaS
Cloud
Infrastructure
Traditional
desktop support
Packaged
application
support
Infrastructure
support

4. 4
Integration for the Cloud Era
N + 1 where N = # of nodes
= 8 connections
Custom Code/Legacy: Point-to-
Point
SnapLogic: Hub-N-Spoke
N (N-1) / 2 where N = # of nodes
8 (8-1) / 2 = 28 connections

5. 5
SnapLogic Elastic Integration
5
Hybrid Architecture
• Execute integration
pipelines (workflows) in
cloud, on-premise or both
Secure Operations
• Securely orchestrate
business processes that
traverse cloud & ground
assets

6. 6
SnapLogic Value Proposition
 Enable business transformation & increase business
agility
 Reduce skill set to build, maintain and manage
integrations
 Pre-built Snaps (intelligent connectors) and visual
integration development accelerate time to value

7. 7
SnapLogic for ServiceNow Customers
 Integrate more than 2 applications
 Increase agility to deliver and respond to changes
 Centrally manage and report on integration processes
 Reduce required skill set to solve the integration
challenge
 Automate integration documentation
 Eliminate integration coding
SnapLogic accelerates ServiceNow
implementations/expansion when companies
need to:

8. 8
Customer Success Story
Bloomin’ Brands’ Outback Steakhouse division
• Can now completely provision a new employee within 10
minutes of being hired ie. entered into their HR application
• Reduced TCO by 4:1 from prior hand coded integration
LMS
Pipeline
Ultipr
o
Exchange
Pipeline
AD
Pipeline
Travel
Leader
Pipeline
Expense
wire
Pipeline
Comp
Card
Pipeline
Call
appropriate
destination
pipelines
Queue the
event, save
details to DB ,
Set destination
flags
Look at
event type
Database, All Employees
latest data, event Queue,
Logs, Business rules

10. Patrick Stonelake
VP Business Development
Fruition Partners
Patrick.Stonelake@fruitionpartners.com

11. 11
10
Years of IT
Service
Management
Experience
350+
ServiceNow
Implementations
160+
Cloud Experts
70+
PaaS
Implementations
Adding value for the the customer

12. 12
12+
ServiceNow
Integration
Technicians
20+
Channel Partners
and ISVs
100+
ServiceNow-
based
Integrations
5
Dedicated
ServiceNow TPP
Technicians
Integrating the ecosystem.

13. Fruition office
Fruition is a Service Management Cloud Solutions provider and the leading global
ServiceNow integration partner with over 340 completed projects and developed
over 170 integrations
▸ Headquartered in Chicago
▸6 offices
▸16 U.S. states and 1 Canadian province
▸ 200+ resources across the country
▸ 10 years of focus on ITIL/ITSM
▸ 5+ year focus on ServiceNow
▸ 240+ ServiceNow customers
▸ Exponential Growth
Fruition Partners Overview
Expansion Across North America to Match Customer Demand

14. Our Service Lines
Consulting
ITIL Process, Strategy and
Training services
PaaS Development
Expert experience building custom
solutions on the platform
Cloud Implementations
Experience with over 200+
phase 1-3 implementations
Managed Services
Virtual Admin and
Testing Services for
ServiceNow customers
Cloud Integrations
Ability to integrate ServiceNow with 100s
of systems, providing unified solutions
Elevate Service Management to the Cloud

15. Content
Automation
Business Intel / Dashboards
Security/ID
Enterprise
Monitoring/Management
Fruition Cloud Bundle
15
ESS/UI
Change
Problem
Incident
CMDB PPM
KB
Catalog
Release
Asset
Communications/Support
Asset/Endpoint/BYOD
CRM

16. Content
Automation
Business Intel / Dashboards
Security/ID
Enterprise
Monitoring/Management
Fruition Cloud Bundle +
16
ESS/UI
Change
Problem
Incident
CMDB PPM
KB
Catalog
Release
Asset
Communications/Support
Asset/Endpoint/BYOD
SL
SL
SL
CRM
SL
SL
SL

17. Result – Time + Flexibility
▸Significant decrease in time to deliver
▸Ability to prove concept very quickly
▸Simplified alterations post-implementation
▸Ability to easily maintain Snapped integrations
going forward
17

18. 18
Integration Activity Duration SnapLogic Impact
Requirements 1 Week
Solution Architecture 1 Week
Customer Sign Off 3 Days
Connectivity & Security 1 Week
Soap or REST message Definition 3 Days
Integration Utilities 3 Days
Integration Engine 1 Week
Integration Logging & Error
Handling
1 Week
Integration Properties & Triggers 2 Days
End to End Testing 2 Days
User Acceptance Testing 1 Week
Production Readiness/Go Live
CheckList
2 Days
Production Go Live 1 Day
Production Support 2 Weeks
Total Duration 10 - 12 Weeks 4 - 5 Weeks
SL
SL
SL
SL
SL
SL

19. Result – Time + Flexibility
▸Significant decrease in time to deliver
▸Ability to prove concept very quickly
▸Simplified alterations post-implementation
▸Ability to easily maintain Snapped integrations
going forward
▸Recommended for
▸ Limited or Stretched Integration Capacity
▸ Many and Varied integrations needed
▸ Active endpoint environment with frequent changes
19

20. 20
SnapLogic
Demonstration

21. 21
Integrating CRM with IT Service Management
• Challenge : Near Real-time Integration of Customer Facing CRM
System, (SFDC) with IT Management Solution (ServiceNow).
• Customer uses SFDC to initiate and manage incoming customer
(internal and external) support calls
• SFDC maintains account, contact information
• Incident tracking, assignment and resolution is managed in
ServiceNow.
• Trouble ticket is opened in SFDC, Customer needs to create an
incident in ServiceNow, in Real Time.
• Incident ticket number needs to be held in SFDC
• Integration must be event driven from SFDC

22. 22
How it works..
`
Customer initiates
call, email or self
service Problem
Ticket`
CSR Creates
Case in SFDC
Creation of new case, or
update to exiting Case,
triggers Integration,
Salesforce makes a
REST Call to SnapLogic
Using our Intelligent
Connector for ServiceNow,
Snaplogic acts on the
Incoming Data and creates
a case in service now.

23. 23
Snaplogic Solution Summary
o Intelligent Connectors for ServiceNow and SFDC,
Providing Full CRUD functionality in Batch and Real
Time
o Robust transformational and aggregation capabilities
o Single integration flow, fully event driven
o Single User Interface...Design Time and Run Time
are the same UI
o Mobile Enabled Monitoring!
o Modern, Integration 2.0 Architecture True Data
Sharing, EAI, SOA, ETL, all in one stop!
o Flexible Deployment options

24. 24
Contact Us
to Get Started
Join SnapLogic for our
Semi-Monthly Tech Talk and
Live Demo

25. 25
Webinar Recording
Check out the recording in case you
missed us live!
Best Practices for Revamping
ITSM with ServiceNow