2
Automation Enabling Uptime and Efficiency
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
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