Juniper JUNOS SPACE SERVICE NOW Manuel utilisateur

DATASHEET

Product Description

Juniper service automation consists of an ecosystem of tools, applications, and systems

targeted towards simplifying and streamlining operations, bringing operational efficiency,

reducing downtime, and increasing ROI for networks running Juniper Networks® Junos®

operating system.

Junos Space Service Now is the control point that enables the service automation

infrastructure. Service Now includes components that seamlessly work within a customer’s

environment and are securely integrated with Juniper’s case management and contract

management systems for service automation delivery. These components include:

• Advanced Insight Scripts, running on Junos OS-based devices, are event-specific

incident management scripts written based on the experience and knowledge of a

Juniper Networks Technical Assistance Center (JTAC) engineer. These scripts detect

issues on devices, collect troubleshooting and diagnostic information and send an

indication to Service Now.

• Juniper Networks Support Systems (JSS) are expert systems, located within Juniper’s

premises and securely integrated with Service Now, that provide an interface to the

Juniper Customer Support Center (CSC) case management, contract management

systems, and knowledge repositories. JSS collects event and incident information and

diagnostic details for ticket creation from Service Now. JSS also provides case updates

to Service Now, as well as targeted service and support information to Service Now and

Junos Space Service Insight, for efficient operations.

In addition to this, the Juniper service automation solution provides proactive

management and maintenance capabilities via Junos Space Service Insight. Service

Insight is an application on the Junos Space platform that uses periodic health data

collected via Service Now to deliver proactive management capabilities such as Proactive

Bug Notification and EOL/ EOS analysis.

Why Automate

Juniper service automation provides a seamless and secure solution that simplifies

operational processes, thus enhancing staff productivity. When labor intensive tasks such

as asset inventory management are automated, staff can focus on the tasks most critical

to the business.

Product Overview

Junos Space Service Now is the center

point of the Juniper service automation

solution, enabling users to automatically

detect incidents, collect diagnostic data,

and simplify incident escalation. Service

Now automates inventory management,

thus reducing time spent in manual

asset tracking. These capabilities

increase eciency and uptime while

decreasing downtime and mean time to

resolution (MTTR).

JUNOS SPACE SERVICE NOW

Automation Enabling Uptime and Eciency

Service Now automates the key operational tasks of incident

prevention, detection, and diagnostics, thus decreasing escalation

and resolution time, and increasing uptime and efficiency.

Employing the automation capabilities embedded in the Junos

operating system, Service Now provides a uniform solution that

can scale to all devices running Junos OS. Expert analysis brings

the experience of Juniper experts directly to Juniper platforms for

an exceptional support experience.

• Service Now works with the embedded technology in Junos

OS to create an incident detection and early warning system

that keeps constant vigil for potential platform problems, and

proactively notifies customers about potential risks—performing

expert analyses to prevent problems before they arise.

• The information collected from devices is presented in an easily

accessible format that automates and speeds troubleshooting

and ultimately the resolution of problems.

• By providing the ability to open cases with JTAC from the

Service Now console, and by sending the necessary information

to JTAC to quickly and effectively identify and resolve problems,

operational processes are simplified and efficiency increased.

• Service Now provides a centralized platform that stores

and tracks detected incidents, maintains troubleshooting

information collected, and tracks the status of associated cases

escalated to JTAC.

• Service Now also automates inventory management, providing

asset details for managed devices along with details such as serial

number, part number, and description. This can save numerous

hours otherwise spent in manual tracking and updates.

Scalable Solution

Service Now is an integral part of the Junos Space platform,

implemented as a scalable fabric of physical or virtual appliances

that work collaboratively. With the Junos Space scalable fabric

architecture, you can expand or contract your fabric by simply

adding or deleting nodes as needed. Each physical or virtual

appliance node is fully utilized, and the nodes work together to

provide a scalable and resilient platform.

Secure Interfaces

Service Now has been engineered to accommodate customer

requirements for data and information confidentially. All data

transferred from Service Now to JSS originates from Service Now,

and standards-based security techniques for authentication,

encryption, and entitlement are used for all communications.

Customers also have the option to control the extent of information

shared with Juniper by adjusting the level of information sent to JSS

through four levels of filtering—from no sharing to full share. Using

the information that customers are able to share, Juniper Networks

is uniquely positioned to determine potential risks to the customer’s

network, to perform detailed troubleshooting, and to provide a

superior customer experience.

Figure 2: Service Now incident screen

Figure 1: Juniper service automation architecture

AI Scripts

Installed Juniper Database Knowledge

base tools and CRM

Juniper Support

System

Internet

Customer Network Customer or Partner NOC

Service Now

Juniper

JMB

Service

Now

Flexibility in Conﬁguration and Operation

With an easy to use Web 2.0 GUI-based interface, Service Now is

designed to simplify operations. The intuitive user interface allows

for easy configuration and operation, enabling users to quickly

ramp up and employ Service Now to automate their inventory

management and incident management tasks.

Junos Space

Junos Space is an open, extensible network platform for

developing and hosting network management applications that

reduce cost and complexity. One of the core members of the

Juniper Networks Junos Platform, Junos Space uses the same

design principles and open systems approach as Junos OS to

enable programmability at the network application layer.

Features and Beneﬁts

Junos Space is a multipurpose application platform designed to

be simple, smart, and open.

• Simple—Platform interface is oriented around business intent,

not technology, with the system guiding the user rather than the

other way around.

• Smart—Core platform provides network abstractions and

automation to enable smart applications, and it includes best

practices to automate repetitive tasks, minimize user input, and

scale services.

• Open—Platform architecture is open and explicitly designed to

enable partners to build and deploy applications that are smart,

simple, and easy to use.

Service Now features include:

• Automated fault identification via in-device, script-based failure

monitoring

• Automated troubleshooting data and log collection

• Automated configuration collection

• Automated ticket generation

• Automated inventory management

Speciﬁcations

Client Browser Support

Supported browsers include Firefox 3.0, Internet Explorer 7.0, and

above.

VMware Version

Junos Space works with VMware vSphere 4.0 and above.

Juniper Platforms

Service Now runs on Juniper Networks devices running Junos OS

9.0 and later releases.

Junos Space Platform

Service Now is recommended on Junos Space 2.0 and above.

Juniper Networks Services and Support

Juniper Networks is the leader in performance-enabling services

and support, which are designed to accelerate, extend, and

optimize your high-performance network. Our services allow

you to bring revenue-generating capabilities online faster so

you can realize bigger productivity gains and faster rollouts of

new business models and ventures. At the same time, Juniper

Networks ensures operational excellence by optimizing your

network to maintain required levels of performance, reliability, and

availability. For more details, please visit www.juniper.net/us/en/

products-services/.

Ordering Information

Service Now is available today to all customers with a Juniper

support contract. Service Insight is available with a Juniper Care

Plus contract. Operate Specialist partners can get Service Insight

with the Advanced Partner Support subscription. Please contact

your Juniper Networks representative for more information.

1000331-001-EN Sept 2010

NetScreen, and ScreenOS are registered trademarks of Juniper Networks, Inc. in the United States and other

countries. All other trademarks, service marks, registered marks, or registered service marks are the property of

their respective owners. Juniper Networks assumes no responsibility for any inaccuracies in this document. Juniper

Networks reserves the right to change, modify, transfer, or otherwise revise this publication without notice.

EMEA Headquarters

Juniper Networks Ireland

Airside Business Park

Swords, County Dublin, Ireland

Phone: 35.31.8903.600

EMEA Sales: 00800.4586.4737

Fax: 35.31.8903.601

APAC Headquarters

Juniper Networks (Hong Kong)

26/F, Cityplaza One

1111 King’s Road

Taikoo Shing, Hong Kong

Phone: 852.2332.3636

Fax: 852.2574.7803

Corporate and Sales Headquarters

Juniper Networks, Inc.

1194 North Mathilda Avenue

Sunnyvale, CA 94089 USA

Phone: 888.JUNIPER (888.586.4737)

or 408.745.2000

Fax: 408.745.2100

www.juniper.net

Printed on recycled paper

To purchase Juniper Networks solutions,

please contact your Juniper Networks

representative at 1-866-298-6428 or

authorized reseller.

About Juniper Networks

Juniper Networks, Inc. is the leader in high-performance

networking. Juniper offers a high-performance network

infrastructure that creates a responsive and trusted environment

for accelerating the deployment of services and applications

over a single network. This fuels high-performance businesses.

Additional information can be found at www.juniper.net.

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