19CA01 Klimenko Buildinginnovativeapps Final

Building Innova-ve Apps on ServiceNow:
from Idea to Release

a year-‐long journey to deliver customer value…
ALEXEY KLIMENKO
CO-‐FOUNDER & CTO
MobiChord
© 2016 ServiceNow All Rights Reserved

Agenda
•  IntroducJon
−  What this session is about
−  What is MobiChord app
−  How the MobiChord app was conceived, main constraints
−  Why on ServiceNow PlaQorm
•  Designing for value -‐ UX
–  It is all about bringing value -‐ understanding personas
–  UX is key, the Value of the Portal
–  Advanced AnalyJcs
•  How it is all built
–  The big picture
–  Portal: from Eureka to Geneva
–  Data warehouse for advanced analyJcs
–  Mass data integraJon
•  Helsinki -‐ game changer for UX
–  Power of new AngularJS CMS -‐ Advanced widgets
•  Q&A
@mobichord | #Know16
ConfidenJal © 2016 ServiceNow All Rights Reserved 2
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What This Session Is About
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MobiChord – HolisJc Expense and Asset Management for Mobility
Gives you the right Saves money with
Saves Jme for day-‐to-‐day
“opJcs” to be in control opJmizaJon and
ops with automaJon
of company’s mobility transparency
(up to 50%)
(100% visibility) (up to 25%)
Automate device/service
Single System Of Record
changes
Visualize > Analyze > Act OpJmize spend
Integration Cloud
IoT Integration
Logos shown are trademarks or registered trademarks of their respec4ve owners and not ServiceNow
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MobiChord Portal Sneak Peak
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We Have Seen Problems and We Had an Idea
I do not have reliable CMDB
AutomaJcally maintain CMDB
of mobile devices and
through integraJons
services
I am forced to “swivel-‐chair” Only one system to work with
among systems
I can’t understand carrier Cool analyJcs and clear data via

bills as they are extremely automagic carrier integraJons
complex
It takes a lot of effort to Automate major mobility

manually provision mobility changes with carriers
changes
I do not know where to start, Great user experience that
how to get answers or what I just want to have users “just get”
to do somware do it for me!
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Why ServiceNow?
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ServiceNow It Is, Now What?
AutomaJcally maintain How do we handle mass
CMDB through data and complex
integraJons integraJons?
How to integrate all

Only one system to work
external systems
with
effecJvely?
Cool analyJcs and clear How do we go beyond

data via automagic
carrier integraJons
standard ServiceNow
reports? ...
How to automate
Automate major mobility
complex interacJons
changes with carriers
with almost no APIs?
Great user experience

Now we need to Is there a way to create
Let somware do the figure out how to do unique UX on
that users “just get”
ServiceNow?
work for us it
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Our Path
*taken from “Value ProposiJon Design: How to Create Products and Services Customers Want “(Strategyzer) by Alexander Osterwalder
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It’s All About Bringing Value
Why customer understanding and UX mauers and what we did about it
ConfidenJal © 2016 ServiceNow All Rights Reserved
10
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It Is All About Delivering Value to People
•  We create apps for our customers, not ourselves, not robots
–  Who are the people to use our app
•  People will use your app only if it helps them to:
–  Do their jobs
–  Address their pains
–  Create gains
•  You have to understand the customer before you move forward!
See How Great Value Propositions Depend on Understanding Customers:
*taken from “Value ProposiJon Design: How to Create Products and Services Customers Want “(Strategyzer) by Alexander Osterwalder
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Customer Development at MobiChord
Design/ Define Create each Create Value

Check fit Test
redesign personas persona profile Map
Jobs -‐ What customers Features -‐ What you When customers are
Person or group of
are trying to get done plan to build excited -‐ Important
people you aim to
in work and life Pain relievers -‐ How jobs are addressed,
deliver value to with
(funcJonal, social, your relieve pains extreme pains are
your app
emoJonal) Gain creators -‐ How alleviated, essenJal
Pains -‐ What annoys or your features create gains are created
prevents (problems, desired outcomes and
risks, bad outcomes) benefits
Gains -‐ Outcomes and
benefits customers Rank them
want (required,
expected, desired,
unexpected)

Rank them
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Customer Development at MobiChord -‐ Sample
Design/ Define Create each Create Value
Check fit Test
redesign personas persona profile Map
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User Experience
Design simple, elegant soluJons to difficult problems
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User Experience
•  Unique jobs require unique UX
•  Each extra click, search, etc = wasted Jme in someone’s life
•  Rapid prototyping and customer validaJon is essenJal
•  Don’t forget: it has to be built on ServiceNow!
From Paper Doodles And Hi-‐fidelity Mocks To Finished App

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User Experience – AcJonable AnalyJcs
The most criJcal piece of UX to make right
Challenge: understand what informaJon each persona needs,

extract it from millions of records, and guide to acJon

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How It’s Built
Where ServiceNow shines as a plaQorm
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The Big Picture
Various components and
Our tools
Portal AngularJS Custom UI framework Con)nuous delivery
libraries
Our customer vision
Portal API
MobiChord
Portal bootstrapper Processors REST API
AngularJS widgets
Core app logic
Custom tables and Business and Processing Embedded in

Business Rules
CMDB extensions Workflows Service Catalog
Embedded in
Script Includes Unit tes)ng extensions Data Warehouse Incident/Change
Management
Our heart IntegraJon API
Import Set Web Services REST API REST Messages
General Architecture Carrier and EMM Integra)on Internet of Things Support

• microservice architecture • non-‐persistent data • massively scalable APIs
• stack for task at hand: • any possible kind of • big data storage and events
node.js, Java, mongoDB, etc integraJon streams
Integra)on Cloud • tuned for types of work • tuned for mass data • aggregaJon and analyJcs
• conJnuous delivery • abstracted integraJon
framework
our Magic • universal data format
Logos shown are trademarks or registered trademarks
of their respec4ve owners and not ServiceNow
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How We Built Mobility Portal
Challenge: Our UX is crazy different from ServiceNow CMS approach
Challenge: We have to support Eureka, Geneva, Helsinki+
SoluJon: Build portal on AngularJS + Bootstrap, host on CDN, embed with ServiceNow CMS and use ServiceNow as
applicaJon server with REST and Processors
Custom UI naviga)on Various components and
Portal framework libraries
This way, Portal works in
built by security context of
Mobility Portal Applica)on Modules
authenJcated user

All security mechanisms
Data Sources
hosted on of ServiceNow (domain
sources on
separaJon, ACLs, QBRs)
deployed by are naturally effecJve
execute logic or get pre-‐processed data get data
load Portal app
open
Portal bootstrapper UI
Processors REST API
Page
execute request
Business and Processing Custom tables and CMDB

Workflows Service Catalog
Logos shown are trademarks or registered trademarks extensions
of their respec4ve owners and not ServiceNow
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How We Built Data AnalyJcs
Challenge: Massive data (millions of records) to report and create analyJcs from.
Challenge: MulJdimensional reports that need to stay stable even if underlying data changes
SoluJon: Build custom Data Warehouse soluJon using canonical data from MobiChord Cloud

Mobility Portal Analy)cs

Char)ng Frameworks Data Sources
Modules
Portal
Data Warehouse Calcula)on Workflows and Script Includes

REST API
get raw data

mapreduce
store DW Json
build dimensions
Source Data Tables Data Warehouse Tables
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Mass Data IntegraJon
Challenge: MobiChord has to process and analyze gigabytes of data, millions of records to make it usable
Challenge: Each integraJon is unique and omen very complex
SoluJon: Build specialized scalable external integraJon service, let it process data, push canonical aggregated data into
ServiceNow and do it gently ;)
Custom tables and CMDB

REST API Import Set Web Services
extensions
-‐load data in batches

data enrichment thousands of records
-‐use JSON for auxiliary data
ServiceNow connector (throOling and load balancing)
IoT Integra)on
Message
Integra)on Cloud Canonical Data Format (aggregated and filtered)
Bus
Various integra)on connectors to external systems gigabytes

of data,
millions of
records
Horizontally scalable
sources on deployed by hosted on microservice architecture
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Helsinki’s New Portal-‐ Game Changer for UX
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Service Portal IntegraJon (Helsinki)
Challenge: Integrate MobiChord use cases into customer-‐specific portals
SoluJon: Provide reusable components to be used in both MobiChord Portal & Service Portal (Helsinki)

Portal Service Portal
built on built from
Mobichord Portal SDK Service Portal Components
Components/ Services/
Direc)ves Provides uses Portal
Data Sources Widgets Pages CSS
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Takeaways
•  If you have a dream -‐ pursue it, execute on your ideas!
•  Apps should bring value to customers -‐ search for the right fit
•  User Experience is what separates miserable user from happy one
•  You are miles ahead of compeJJon -‐ you have power of ServiceNow PlaQorm
behind your back!
Q&A
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Take the Survey
Please take a moment to complete a session survey in the Knowledge16 app.
Thank You
Alexey Klimenko
co-‐founder & CTO
MobiChord
alexey@mobichord.com
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Building Innova-ve Apps on ServiceNow:

from Idea to Release

© 2016 ServiceNow All Rights Reserved

Visualize > Analyze > Act OpJmize spend

I can’t understand carrier Cool analyJcs and clear data via

It takes a lot of eﬀort to Automate major mobility

How to integrate all

Cool analyJcs and clear How do we go beyond

Great user experience

See How Great Value Propositions Depend on Understanding Customers:

Design/ Deﬁne Create each Create Value

From Paper Doodles And Hi-­‐ﬁdelity Mocks To Finished App

Challenge: understand what informaJon each persona needs,

Core app logic

Custom tables and Business and Processing Embedded in

Import Set Web Services REST API REST Messages

Business and Processing Custom tables and CMDB

Mobility Portal Analy)cs

Data Warehouse Calcula)on Workﬂows and Script Includes

get raw data

Source Data Tables Data Warehouse Tables

Custom tables and CMDB

-­‐load data in batches

ServiceNow connector (throOling and load balancing)

Various integra)on connectors to external systems gigabytes

built on built from

Mobichord Portal SDK Service Portal Components

Data Sources Widgets Pages CSS

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From Paper Doodles And Hi-‐ﬁdelity Mocks To Finished App

-‐load data in batches