Starfish Provisioning Solution for ServiceNow

ServiceNow forms can be customized to automate on-boarding and off-boarding provisioning requests.

When service requests for communication resources are submitted, Provisioning Solution automatically provisions or de-provisions resources for users and contact center agents. Depending on the type of user (knowledge worker or a contact center agent), specific communication resources are created or removed.

Sample Workflow

• When a new user is on-boarded, a service request is submitted to create a phone, voice mailbox and a Webex account for the user. Provisioning Solution automatically executes the request and updates the ticket with the action taken, status and detailed information about the communication resources provisioned for the user.
• When a user is off-boarded, a service request is submitted to remove the phone, voice mailbox and Webex account for the user. Provisioning Solution automatically executes the request and updates the ticket with the action taken. Communication resources can be de-provisioned immediately or scheduled for a later date.

Solution Benefits

Enterprises can achieve significant benefits of automated provisioning by tightly integrating with ServiceNow.

• Automatically provisions and de-provisions through ServiceNow the required communication resources such as phones, voice mailboxes, and contact center agents by automatically fulfilling service requests, tasks and incidents.
• Substantially reduces administrative overhead and total cost of ownership by automating lifecycle management of phones, voice mailboxes, and contact center agents.
• Consistently and efficiently executes tasks and work orders eliminating the need for re-work caused by human error.

• Eliminates security concerns by automatically disabling users’ communication resources when users leave the organization.
• Facilitates efficient re-use of communication resources by automatically de-provisioning users’ communication resources when users leave the organization.
• Provides a comprehensive phone number management system replacing cumbersome manual processes.