Juniper JUNOS SPACE SERVICE NOW User manual

DATASHEET
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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

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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

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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.

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1000331-001-EN Sept 2010
Copyright 2010 Juniper Networks, Inc. All rights reserved. Juniper Networks, the Juniper Networks logo, Junos,
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Networks reserves the right to change, modify, transfer, or otherwise revise this publication without notice.
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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.