Auto-Provision Telecom Resources with ServiceNow
Large enterprises with many locations are faced with unique telecom challenges. One such challenge is determining how to make the labor-intensive & tedious business process of on-boarding and off-boarding new users’ telecom resources easier, faster and more efficient. For most enterprises, automating the provisioning of telecom resources is the answer and is being embraced as a way to respond to constant change and drive operational efficiencies.
When it comes to managing communications for the desktop or contact center, enterprises stand to achieve the most significant benefit of automated provisioning by tightly integrating with IT Service Management Systems (ITSM) such as ServiceNow.
Starfish Provisioning Solution integrates with ServiceNow by reacting and fulfilling telecom service requests and incidents. Provisioning Solution automates the provisioning and de-provisioning of telecom resources for multi-vendor communication platforms including Avaya, Cisco and Microsoft Skype for Business.
Sample Use Case
- When ServiceNow service requests for telecom resources are submitted, Provisioning Solution will automatically provision or de-provision telecom resources for users. Depending on the type of user (knowledge worker or a contact center agent), specific telecom services for the user will be created or removed.
- When a new user is on-boarded, a telecom service request is submitted to create a phone, voice mailbox and a WebEx account for the user. Provisioning Solution automatically executes the service request provisioning transaction and updates the request with the action taken, request status and detailed information about the telecom resources provisioned for the user.
- When a user is off-boarded, a telecom service request is submitted to remove the phone, voice mailbox and WebEx account for the user. Provisioning Solution automatically executes the service request de-provisioning transaction and updates the request with the action taken. Telecom resources can be de-provisioned immediately or scheduled for a later date.
The following screen shot is an on-boarding telecom provisioning request for a Cisco unified communications platform:
The following screen shot shows the results of on-boarding telecom provisioning request for a Cisco unified communications platform:
The following screen shot is an off-boarding telecom de-provisioning request for a Cisco unified commuications platform:
The following screen shot shows the results of off-boarding telecom de-provisioning request for a Cisco unified communications platform:
Visit the ServiceNow App Store to learn more about Starfish Provisioning Solution.