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Author's profile photo Rick Porter

Rev-Trac Technology Partner Series – Spotlight on ServiceNow

It has taken some years but analyst predictions that ALM integrations would become crucial to SAP-using organizations have proved accurate. RSC helped lead this evolution, working with various ALM Solution providers to bring the needed integrations into being.

This first article will showcase our important integration with the ITSM cloud software leader ServiceNow, whose technology, according to Fortune Magazine, is now used by more than 638 of the world’s 1,000 largest companies, including Michelin and Hershey. ServiceNow was also named a leader in Gartner’s 2016 Magic Quadrant for IT Service Support Management Tools.

RSC was one of the first ServiceNow partners at its ServiceNow Store, with a powerful Rev-Trac and ServiceNow integration. The store was officially launched at ServiceNow’s Knowledge 15 conference last year and has since grown rapidly. ServiceNow customers use the Store to extend their investment’s functionality and value through certified third-party integrations and apps.

The creation of the Rev-Trac and ServiceNow integration was in response to customers sharing with us the need to cover both, ITSM Service Desk, Change Management and/or Release Management functionality and detailed SAP Change and Transport Management functionality. When a typical cost per SAP change is in the $150-$250 range and with many global 2,000 customers managing 5,000 – 20,000 SAP change transports through to production every year, the more automation we can provide with such an integration the better. These numbers underscore the potentially substantial savings delivered by sound SAP change control automation, typically 10%-30% savings in change-related overhead through automation is not at all unusual.

Many RSC customers who adopt the ITSM integration do so because their ServiceNow ITSM team and SAP change team are separate, each focuses on its own area. The ServiceNow/Rev-Trac integration helps forge a tight, cooperative collaboration, delivering excellent visibility, not only for those managing overall IT infrastructure but for the SAP IT team as well. Rev-Trac/ServiceNow integration automates information flow between the teams, integrating approvals, status, and so forth. Typically, ServiceNow handles the beginning and the end of the process while Rev-Trac manages the often complex build, test and deploy function incorporating the automation of elements such as transport sequencing, transport dependencies, transport deployment to multiple systems and clients, auto retrofit and so on. The approach is easy to implement, administer and roll-out, so it leads to quick results and rapid, easily documented ROI.

Automating SAP change processes removes literally thousands of opportunities for human error and potential audit breaches immediately, significantly improving productivity. Rev-Trac enriches ServiceNow ITSM functionality by extending ITSM approvals and workflow functions into the SAP technical layer, ensuring well governed, auditable control. Through our bi-directional integration with ServiceNow ITSM, business and technical users become part of a cohesive, automated SAP change control process.

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