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Architecture and Key Components
Service Insight works seamlessly with Junos Space Service Now,
the service automation component that streamlines operations by
automating inventory management and fault management tasks,
and collects periodic health and configuration data from network
elements. This data is used by Service Insight to deliver targeted
bug notifications, identify which network devices could potentially
be impacted, and to perform impact analyses for
EOL/EOS notifications.
Both Service Now and Service Insight work seamlessly with other
service automation components within your environment and
are securely integrated with Juniper’s expert systems for service
automation delivery. These components include:
Advanced Insight Scripts
, running on Junos OS-based devices,
are event-specific incident management scripts and intelligence
scripts written based on the experience and knowledge of Juniper
Networks Technical Assistance Center (JTAC) engineers. These
intelligence scripts collect periodic health and configuration
data that is used by Service Insight. Event-specific AI scripts
detect issues on devices, collect troubleshooting and diagnostic
information, and send alerts to Service Now.
Juniper Networks Support Systems (JSS)
are expert systems
located within Juniper Networks premises, and securely integrated
with the service automation solution to link a variety of knowledge
assets within the Juniper Customer Support infrastructure and the
Juniper Customer Relationship Management (CRM) system. JSS
interfaces with the Juniper Customer Support Center (CSC) case
management, contract management systems, and knowledge
repositories. JSS processes the device identity and configuration
data collected by intelligence scripts, and performs analyses
within the context of knowledge assets to deliver targeted impact
analysis reports and bug notifications against the collected data.
JSS also automates case escalation via Service Now and checks
entitlement for Service Now and Service Insight.
Features and Benefits
Proactive Bug Notification
Service Insight delivers proactive bug notifications targeted to
your specific network hardware and software configuration.
Proactive bug notifications link known software and hardware
issues to specific devices in your network, and can be a powerful
tool to help address potential issues before they impact service.
With Service Insight, users not only get these proactive bug
notifications delivered against their network, they are also able to
receive an alert when the notification is received or when a new
device on the network is matched to an existing bug notification.
Service Insight automates the impact analysis for proactive
bug notifications, allowing users to identify which devices in
the network could potentially be impacted by a particular bug.
Alternately, users can select a specific device or a set of devices in
the network to list proactive bug notifications to which a device or
devices may be susceptible.
This capability can be used as a powerful tool for proactive
maintenance of the network.
Figure 2: Service Insight user interface
