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Hello everyone, I'm Nicholas Hazzis and I'm a Senior TC with Expert Services today. I came into ServiceNow from the federal/military world and have been around a lot of these Self Hosted engagements.
Some of the time-customers had in house expertise to facilitate the deployment of these environments, however, there are many customers who do not. I wanted to break down what these engagements are, how a customer who is interested can get started, and what subject material is covered when going through these.
So, what is a good starting point for Self Hosted information at ServiceNow? As always-your ServiceNow account team can get you to the right people if interested in Self Hosted environments. Following that, we have a Service Offering we can give called the "Self Hosted Technical Workshop". this workshop-in my experience will cover 95% of questions a customer will USUALLY have. It is composed of a couple of workshops: Architecture and Operations, some introduction meet ups, and can be typically delivered within 2 weeks.
The Architecture Workshop covers all aspects of these environments as it relates to INFRASTRUCTURE. It will cover load balancing, application and database servers, as well as supporting components. Remember, as a customer who chooses to Self Host, the infrastructure the ServiceNow application resides on is YOURS to manage. So we guide you on best ways/practices to do that!
The Operations Workshop covers all aspects of MAINTAINING these environments including the INFRASTRUCTURE AND APPLICATION. For example: cloning no longer the automations your used to in the hosted cloud, you have to perform it as a customer-whether you choose to automate that process or do it manually is up to you. Upgrades also change in the manner your used to in the hosted environments.
Who is the SHOT Team? The SHOT Team or Self Hosted Operations Team, is a group of System Engineers/DBAs that own and maintain over 100+ KB articles in the Self Hosted Knowledge Base and help/guide Self Hosted customers on planning, deploying, and maintaining their on-premise environments.
What is a SHOT engagement? The SHOT Team is the go to team if the customer is having issues with their infrastructure related to self hosting ServiceNow. Customers can input a Support Case and then have a CSTASK assigned to SHOT Team for these types of issues. An example of this is: "My Self Hosted Instance is very slow" - the SHOT team could potentially help you identify WHY that may be. This would be an example of a SHOT engagement.
On the other side of the coin, if the issue is NOT related to performance issues with the operating system, application, or database-and say the customer needs help with building out a DR solution and application level configurations-Service Engagements would be what you would want.
What is a Service Engagement? An example of a Service Engagement: "I need help configuring LDAP/SSO with SAML with my Self Hosted instance". Service Engagement also cover DEPLOYING new installations of on-premise environments. SHOT team will not deploy your Self hosted instance, but Expert Services personnel in the Platform space can help with the advisory aspect of these deployments from end to end.
If there any questions don't hesitate to reach out!
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