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Juniper networks Support Systems (JSS)
JSS are expert systems located within Juniper Networks premises,
and securely integrated with the solution providing an interface
to existing CSC Case Management, contract management
systems, and knowledge repositories. JSS systems collect event
and incident information as well as 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 Service Insight for efficient operations.
Junos Space Service Insight, which works in conjunction with
Service Now, enables capabilities for proactive management and
actionable business intelligence for efficient operations. Customers
purchasing Juniper Care Plus are entitled to use Service Insight. For
more details, please refer to the Juniper Care Plus data sheet.
Security and information Protection
Service automation uses Service Now to provide secure
communications that meet industry expectations around security
and information protection. Techniques that allow you to provide
complete clarity and control when dealing with the security
aspects of the solution include:
• Standard, secure protocols, including HTTPS, SCP, and SFTP for
data transfer between service automation components.
• Authentication for all communications between Service Now
and JSS.
• All communication channels between Service Now and JSS
originate from Service Now. Inbound connections to Service
Now can be blocked at the firewall without losing benefits or
capabilities.
• Control over what information is shared with JSS. An important
aspect of service automation is the control over information
sent beyond your DMZ. You have the ability to adjust the level of
shared information that Service Now sends to JSS through four
levels of filtering—from no sharing to full share, with user login
information always automatically deleted from configurations.
• Finally, Juniper uses strict access control policies and systems
to prevent, limit, and track access to your encrypted data in JSS.
Only Juniper personnel involved in delivering your Advanced or
Technical Services are allowed access to the secure systems
within Juniper’s network that store your data. using information
that you share, Juniper Networks is uniquely positioned to
determine potential risks to your network, perform migration
analysis, prepare detailed bug impact analysis, and proactively
suggest other technical recommendations.
Service automation installation, Configuration,
and entitlement
Service Now is available for all Junos OS devices with a valid
Juniper Care service contract. Customers who have Junos Space
running in their environment can use Service Now on the platform
by linking the Service Now instance with their specific site ID. The
site ID identifies the specific service contract for entitlement and
authorization. Customers who do not have an instance of Junos
Space installed in their environment can download and install Junos
Space platform at
www.juniper.net/support/products/space/
.
Service Now also collects device profile information on a periodic
basis, including hardware configuration, software configuration,
logs, and system statistics. This information is stored in a
database within Service Now that can help you understand
device history and trends. The device profile information can also
be leveraged to provide you with proactive services included in
Juniper Care Plus Services to help minimize your operational risks.
Service automation Product requirements
The service automation features will be available to customers
running Junos OS 9.0 and above on the following products: Juniper
Networks M Series Multiservice Edge Routers, MX Series 3D
universal Edge Routers, T Series Core Routers, J Series Services
Routers, and EX Series Ethernet Switches.
Installation of Service Now requires a virtual server partition to
be provided by and managed by the customer. Customers also
have the option to purchase a hardware appliance from Juniper.
Additional specifications can be found in the Service Now user
Guide and Release Notes.
knowledge Transfer: e-Learning Courses
You also have access to a series of E-Learning courses designed
specifically to provide instruction on product troubleshooting
features. This allows you to easily train staff members at their
convenience and provide continuing education to account for
staff turnover.
Service Specifications
Your responsibilities include:
• Ensuring that the requirements identified for your Juniper
solution are in place. These requirements are documented
in product documentation, user guides, or additional
recommendations communicated by the Juniper team from
time to time for proper delivery of Juniper services.
• Ensuring that employees who interface with Juniper service
teams have completed required training by Juniper Networks
Education Services and Juniper Networks Authorized Education
Centers worldwide.
Complementary or Higher Level Services
migrate up to Juniper Care Plus. Juniper Care Plus is for
organizations that require the highest network availability
and provides the flexibility to adapt, scale, and evolve with
organizational initiatives. Looking for the correct level of
expertise to optimize your network operations? Visit the
resident engineer and resident Consultant data sheets.
