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

2. What we’ll cover today.. Custom Applications on the NOW Platform
Licensing Considerations, ServiceNow Share
Applications: Task Based vs Complete Custom
IT Apps beyond ITSM
Media & AV Services
IT Security App Suite
Laptop Procurement and Ordering
Business Apps
Harvard Benefits Office
MIT Sloan Customer Service
Integrations that Enable and Empower ServiceNow Users
JIRA and Slack
JAMF and Asset/Configuration Management
Canvas Course Onboarding App
What we’ll cover today..
We want to provide real examples of where custom apps are implemented and succeeding in Higher Education
Success both inside and outside IT.

3. Licensing – Safe Harbor
Please consult your ServiceNow Account Managers regarding licensing for Custom Applications and Integrations.
It can get confusing.
We want to provide real examples of where custom apps are implemented and succeeding in Higher Education
Success both inside and outside IT.

4. ServiceNow Share
Through developer.service-now.com, ServiceNow allows the community to share custom apps, integrations, and a number of other types of code – FREE to the community.
Paid Apps also available through STORE

5. Custom Applications

6. Task Based vs Complete Custom
Can create for non-IT like HR, Facilities, etc doing task based work management
Built in assignments, SLA
Will inherit all fields (including custom) from Task and any Scripts.
Tasks can be shown in a combined table with tasks of other types for users
“My Groups Work”
Complete Custom
Starting with blank slate – starting with empty tables (minus system fields)
Auditing, House Keeping, Reporting
Build off elements available throughout the platform:
Workflow, Approvals, Notifications,
Least likely to be impacted by version upgrades for core logic
We want to provide real examples of where custom apps are implemented and succeeding in Higher Education
Success both inside and outside IT.

7. IT Use Cases
Art of the possible – not going to dive too deep

8. Media Services App (Task)
What problem are we trying to solve?
AV and Event Support is often a different line of business than typical Incident or Request Management in the ITSM/ITIL Model
Explicit need to track AV Equipment requested for specific dates and events
Integration with EMS Scheduling Platform as Source-of-Truth for Event Schedule and Service Requests
Media Services App (Task)

9. Media Services App

10. DEMO: Media Services App
Demo should stay high level, touch on the following:
Data flow into and out of the app
Design decisions that drove this into a custom app vs REQ/RITM, etc
Some of the cool features and functionality that drive value for this team
Review of UI, form(s), etc.

11. SloanPERC Laptop Order (Task)
What problem are we trying to solve?
MIT Sloan centralized our Laptop Ordering Process, previously known as the wild-wild-west of hardware procurement
Created 4 standard laptop models
Worked with central MIT to stock standards on campus for simple order placing and fast delivery times
Tried to manage order intake and placement through single mailbox
SloanPERC Laptop Order (Task)

12. SloanPERC Laptop Order

13. DMCA Notification App (Custom)
What problem are we trying to solve?
Harvard IT Security Office receives hundreds of DMCA violations a week happening on Harvard’s Network
Tracking, responding, and managing reports is cumbersome
Opportunities to merge data from DMCA violation with known network data & traffic
DMCA Notification App (Custom)

14. DMCA Notifications App

15. Request for Electronic Access (Custom)
What problem are we trying to solve?
IT Security office needs a process to intake, review and approve requests for access to Electronic information or communication
Secure, standardized process with structured data
Create better UX for requesters and approvers. Remove physical forms and signatures
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)
What problem are we trying to solve?
Logging HR Benefits cases as employees or call, and keeping a complete history of every interaction with an employee (including forms and documents sent)
Rapid development of the case management form, easy generation of reports, and access to knowledge base and Service Requests/Portal
All history from Remedy was imported into a table they could search to retain cases entered there (requirement)
HR Benefits Case APP (Task)

19. HR Benefits Case App

20. MIT Sloan Customer Service App (Task)
What problem are we trying to solve?
Non-IT departments who deliver services to the community have no good service or system to manage and report on work
Remove “Single Mailbox” approach to work intake and assignment
Create structured workflow and data for reporting
Better work management and oversight for participating departments
MIT Sloan Customer Service App (Task)
App is architected to be multi-tenant
- Departments can define small set of fields such as groups, services, categories, and notifications

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
Integrations
Why did we home grow integrations – scratching the surface to start with
ServiceNow has made it easy with SOAP and REST APIs

23. JIRA Issues from Incidents
Remove the “Swivel Chair”
Incidents to JIRA issues (Bug tracking)
Part 1: Pull buckets of stories from JIRA into Release Management
Part 2: Create stories from incidents, check status of story
Opportunities to improve:
When story is closed, bring back to INC with resolution
Iterate – starting simple, 1-way, move to 2-way, whole lifecycle
JIRA Issues from Incidents

24. JIRA Issues from Incidents

25. Incident Notifications To Slack
Interactive messaging with linking directly to records, lists
Additional means of communication about Incidents and Catalog Tasks
Assignment
Priority Change
Updates
Daily Digest
Opportunity: Can be more modular and flexible for growth
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
What problem are we trying to solve?
Every semester: Instructional Technology team goes through drawn out process of onboarding and publishing Canvas course sites
Prior process involved google sheets, and silos of communication and coordination in personal s
No roll up of course site progress, current status, insights into communications
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