Nexthink integration to Service Now at Firmenich Pierre

Nexthink integration to Service. Now at Firmenich Pierre Hug & Robin Chytil Service. Now user group Suisse romande June 2018

Table of contents • Introduction to Firmenich • Service. Now at Firmenich - timeline • Nexthink integration to Service. Now • Demo • Next steps

Introduction to Firmenich • Private, family-owned company, founded in 1895 • A worldwide leader in perfumes and flavors • Nr 1 in Ingredients (synthetic, white biotechnology, natural) • Nr 2 in Perfumes (fine fragrance, body care and home care) • Nr 3 in Flavors (beverages, sweets and savory) • Revenue in FY 17: more than 3. 3 billions CHF

Introduction to Firmenich • Over 6000 employees (IT: 156 internal) • Presence in 64 countries (28 factories/plants) • 4 R&D centers, 2000+ patents

Service. Now at Firmenich - chronology • Desktop Software Asset Management • PC inventory • Knowledge Management • Incident management, SLAs • Event Management • Request catalog (incl. employee lifecycle) • Application access management • Infrastructure Change Management • CMDB (services, servers and databases) • RFP and Proof-of. Concept 2009 • Service Portal using CMS • Application Change and Release management 2010 2011 • Automatic software installation (1 E and SCCM integration) • Facilities Service catalog • Continuous improvement 2013 2014 • Master Data Management for Operations • Problem Management (formal) • Contract Management • Demand Management (re-launch) • Chatbot • CMDB health and PC compliance • Chat integration (Vayusphere Skype 4 B) • Hardware Asset Management 2012 • Cost Transparency • Demand Management • Project Portfolio Management • Timesheeting • Major Incident Management • Nexthink integration 2015 • Credit Management • Finance Master Data 2016 2017 • Facilities Service catalog migration • Maintenance plans for Facililities 2018 • Product Transfer Solution

Services Configuration Items START Configuration stores Discovered CIs Mobile devices Mobile Iron PC HW Active Directory PC HW + SW instances SCCM Users, locations, divisions COREDB/SAP Tickets Tasks (Service. Now) Servers, databases, printers, network JDisc PC information Nexthink, Mc. Afee, Connected backup Email (Exchange) Skype 4 B chat (Vayusphere) Automation (HP OO) Monitoring (HP Openview) Firmenich infrastructure Tickets, tasks Users Locations Divisions Automation tools Master CMDB Managed CIs CMDB architecture

Nexthink – what is it? Nexthink captures all local and network activities in real-time at all Endpoints and transform end-user data into actionable analytics

Nexthink – what is it? Nexthink captures all local and network activities in real-time at all Endpoints and transform end-user data into actionable analytics

Nexthink – what is it? Nexthink captures all local and network activities in real-time at all Endpoints and transform end-user data into actionable analytics

Nexthink integration to Service. Now • Incident Analytics plugin

Nexthink integration to Service. Now • PC attributes enrichment (through NXQL import)

Nexthink integration to Service. Now • PC compliance audits and dashboards

Nexthink integration to Service. Now • Software usage

Demo!