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Month: November 2014

Rally Clarity Integration PPM at a Global Networking Company

Introduction

As often is the case nowadays, the need for integrating disparate tools within the tool ecosystem became imminent in this organization. Having invested substantial amounts of money and with best of the breed tools in place for specific domains, everything seemed right for the organization except for the fact that the tools didn’t talk to each other. Thus, this large global networking company which was using CA Clarity for their ‘Planning’ team and Rally Dev for their ‘Development Execution’ team came to Kovair with the need for integrating the tools. These tools coming from two different vendors naturally didn’t interact with each other. Consequently the Planning and the Execution teams were not in sync. As a result the efficiency quotient of the projects being carried out was not at its optimum best. Thus, they wanted to integrate Clarity with Rally so that any change made in Clarity is automatically reflected in Rally. The global networking organization has an ecosystem of tools which includes Clarity and Rally among many others. Kovair will be integrating the entire ecosystem in the due course of time. However, in the first phase of the project, the initial challenge was to get Clarity and Rally integrated. In subsequent phases of the project, Kovair will be integrating a specialized Requirement Management tool –the Jama Contour and a Defect Tracking tool – the Bugzilla to the integrated tool set. The Clarity and Rally integration was primarily a unidirectional data flow happening from Clarity to Rally. The basic idea behind this was that the data entered by the Planning team was made available to the Execution team on a real time basis. Kovair has successfully integrated these tools and has gone live with this phase of the project in a record amount of time from the POC to production implementation in about 20 weeks. Kovair also enabled the company in making this project PL 9000 compliant, as was the need for the organization.

Rally Clarity Integration PPM at a Global Networking Company

Drilling down to the details of the integration scenario, the Project artifact was mapped to the Portfolio Theme, Portfolio Initiative and Portfolio Feature in Rally. Kovair has the ability to define business logic to direct project items of Clarity into various portfolio items of Rally. Kovair did not have an off the shelf adapter for the version of Clarity that the organization was using. The use-case that was to be implemented was also a very complex and customized one. Additionally, as is the case with most projects, the dynamics of the project kept changing time and again when it was on full swing. At times, it was found that the requirement of the user was not the way it was thought initially, or at times an implemented item left something more to be desired. However, these challenges were overcome as Kovair customized the Clarity adapter specifically to meet the evolving business use-case. The entire time span for the project was five months that was needed to implement the cycle which consisted of several alterations from the networking giant. The project kicked off by understanding the Use-Case followed by development of the Custom adapter. The next part was implementing the scenarios in their POC instance. So, on the successful completion of the POC, Kovair successfully installed and tested the Development Server. This was followed by the installation and testing of the Staging Server as well. And Yes, Kovair was successful in making it Live on the Production Instance within the scheduled deadline. Thus the Company opened it up for their clientele.

Highlights of the Project

  • Successful completion of a customized and complex use case scenario.
  • Development of custom adapter to address specific business scenarios.
  • Following the Agile methodology while implementing the project.
  • Completion of the project within 20 weeks.
  • Making the Project PL 9000 compliant, as was the requirement of the organization.
Kovair and ServiceNow Integration
 

Introduction

ServiceNow is one of the most popular and widely used cloud based IT solutions for Enterprises. It includes Incident Management, Change Management and Problem Management which are disjointed modules of ITSM processes. In an organization, Service Desk Managers need to ensure that the Help Desk teams working on Customers’ Tickets are connected to the Development teams fixing Bugs or applying Change Requests, and the entire ticket resolution process runs smoothly. Also, for each change in support ticket status Customers should get an automatic update. Without having a clear visibility throughout an Incident’s lifecycle i.e. starting from an incident being recorded in ServiceNow to its release, it is not possible for a Manager to monitor the Bug resolution progress and team performance real-time. This may also lead to error in customer update and performance issue in support system. Kovair Omnibus ensures that the Service Desk Manager gets a consolidated report on how many Incidents from ServiceNow have been recorded and addressed; how many of them are Bugs and Change Requests; what are the tentative Delivery Packages for a particular Bug or Change Request and the delivery date that developers suggest; what is the Release Go-Live date and finally, when the Bug is resolved and Incident is closed in ServiceNow. Kovair Omnibus with its ServiceNow Integration adapter enables bi-directional synchronization of data between ServiceNow, Kovair and any other tools connected to Omnibus. This allows ServiceNow artifacts to be visible from Kovair and other development tools used by other teams.

ServiceNow Data Flow Diagram

The following data flow diagram explains how a Service Desk Manager monitors Incident status in ServiceNow from its inception to release with the help of Kovair Omnibus platform.

ServiceNow Data Flow Diagram

Kovair Omnibus Use Cases

Based on the above diagram, following are the use cases defined by Kovair to address the data flows.

Use Case 1

An Incident is created in ServiceNow and assigned to a group.
Tool Event Action
ServiceNow An Incident is created in ServiceNow and then assigned to a group Event Condition Assignment Group = “ALM Support Group” Other fields populated Incident ID, Summary, Description, Status, Attachments
Kovair Add Incident Fields Mapped: ServiceNow. Incident ID <->Kovair. Incident No ServiceNow. Summary <->Kovair. Title ServiceNow. Description<->Kovair.Description ServiceNow. Status<->Kovair.Status
Note:
  • The ID of the ServiceNow Incident should be populated in a field (ServiceNow Incident No) in Kovair Incident entity.
  • Status of the Incident Record is ‘Assigned’.
  • Once the Incident is added in Kovair, the Kovair IncidentURL should be synched back to ServiceNow.
  • ServiceNow URL should be available in Kovair Incident Record.

Use Case 2

Incident Categorization
Tool Event Action
Kovair An Incident is linked with an Change Request / Bug Event Condition If Incident is categorized as a ‘Bug’, then a Bug should be linked. If Incident is categorized as a ‘Change Request’, then a Change Request should be linked.
Kovair Linked Change Request / Bug is displayed in the Incident Record

Traceability Views from Kovair

ServiceNow users can derive the following traceability relationships from Kovair.

Traceability Views

Traceability Views

Business Values

  • End users who log incidents do not need Kovair license to view the Incident record and its status in Kovair
  • Service Desk Manager can anytime review the status of any Incident record using Kovair interface.
  • Release Number and Go-Live Date can be tagged with the logged Incident based on the Delivery Package (linked with Change Request / Bug) tagged with the Release.
  • Notifications are sent to users on every status change of an Incident
  • Users can also see list of Related Incidents that are already logged and linked with the Change Request / Bug.
  • Users can establish and view end-to-end traceability relationships between Incidents, Change Requests / Bugs, Delivery Packages and Release.
  • Reports can be generated which would display Incidents (group by Application/Priority) resolved after every Release goes live.