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Rundeck + ServiceNow Achieve Shorter Incidents, Fewer Escalations

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ITSM (IT Service Management) is an important part of any IT organization and ServiceNow is the clear market leader. The goal of most operations teams is to automate as much as possible and provide self-service to enable quicker turnaround time for users requesting services. Rundeck can help with both of these use-cases. The combination of Rundeck and ServiceNow create a comprehensive solution for help-desk technicians or NOC operators to allow them to safely execute sensitive processes, thus reducing escalations and resolving incidents quicker.

In this session, we'll demonstrate:
ServiceNow's powerful workflow features
ServiceNow's flexible application development capabilities
How to create self-service buttons in ServiceNow to trigger a Rundeck job
How to use Rundeck to open, update and/or close tickets during an incident lifecycle

See a Demo of Rundeck Enterprise :


Download Rundeck Open Source here:

Stack Overflow community:
LinkedIn: › company › rundeck-inc

Publicado en: Tecnología
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Rundeck + ServiceNow Achieve Shorter Incidents, Fewer Escalations

  1. 1. Confidential Achieving Shorter Incidents ServiceNow Integration April 16, 2020
  2. 2. Confidential Digital Transformation is Breaking Ops Failures and last minute changes have always been inevitable, but digital transformation is rapidly increasing frequency and impact Increasingly complex systems mean more opportunity for failure Business demands require rapid change at a greater frequency Compliance and security concerns change quickly Traditional operations management practices can’t keep up
  3. 3. Confidential 1. Decipher the wiki (what does it mean? how old?) 2. Ad-hoc tool/script usage (where? syntax?) 3. ESCALATE! 3 options: Without RBA Runbook Automation
  4. 4. Confidential 1. Decipher the wiki (what does it mean? how old?) 2. Ad-hoc tool/script usage (where? syntax?) 3. ESCALATE! 3 options: Without RBA With RBA Runbook Automation
  5. 5. Confidential Outage Time How long a particular service is down or has degraded performance. Outage Time x Outage Cost Per Hour = Value Lost Shorten Outage Time by 60%? Reduce by 80% for repeat/known issues Reduce by 30% for new/unknow issues Runbook Automation ROI (Shorter Incidents)
  6. 6. Confidential Runbook Automation ROI (Fewer Escalations) Incident Response Hours Total labor time spent responding to incidents Total response hours* x Hourly labor cost = Value Lost** Reduce Total Incident Response Hours by 50% *Usually most concerned with anyone above L1 **This is direct cost. Can also factor in cost of delay.
  7. 7. Confidential 2019 Clarified Rundeck’s Position Rundeck Ties Together Your Ops Ecosystem
  8. 8. Confidential ServiceNow and Rundeck Together Automation for Incident Management Self-Service Diagnosis Enhanced Incident Information Empowering Level 1
  9. 9. Confidential Demo and Poll Questions To view live demo, visit: