ServiceNow IT Service Automation application

On October 10-12, 2014 in the capital of the Winter Olympic Games the city of Sochi the Autodrome took place on the race circuit of Sochi the Russian stage of the Grand Prix of the most known race of race cars that became really another sports event which became world history of sport.

It should be noted that today actions of such scale as "royal races", are directly connected with use of a complex of the most difficult design solutions and high technologies.

The incident management system based on the "cloud" ServiceNow platform designed especially for ensuring work of the main operational center of Sochi of the Autodrome became one of the major tools used for successful carrying out the Grand Prix of Russia. The technology platform ServiceNow was selected with an ulterior motive. Since 2004, it proved as the reliable solution used in preparation and holding the Olympic Games. Besides, according to reports of the analytical agencies Gartner and IDC for August, 2014 this tool is recognized by the absolute leader among ITSM solutions.

Why Sochi the Autodrome selects ServiceNow as the platform for an incident management system: According to the technical specialist of "IT of Guild": "The ServiceNow platform was ideal under requirements of this project thanks to the broad functionality. In particular, it allowed to automate and adjust processes of interaction of all service divisions of directorate of Sochi of the Autodrome, having made an action one of the most technological in the world".

Specialists of IT Guild company, being today the only Russian company with experience of successful deployment of this system in our country were engaged in software implementation of ServiceNow provided according to the SaaS model (Software as a Service) on the Sochi track. The project deadline took 2.5 months, and the implemented solution allowed to achieve an assigned task in control of activity of all service divisions.

Considering specifics of an organization structure of Sochi of the Autodrome (absence of the first support line), specialists of "IT of Guild" automated formation of requests using e-mail and a self-service portal of Employee Self Service (ESS). At the same time, the implemented ServiceNow system applies different processing rules of incidents and service requests depending on the selected mode which a little: a standard mode, a standby mode to an action, the mode of an action and post-operational support. Action of processing rules of addresses is defined by the calendars brought to a system and are characterized by a target response time and time of the solution of addresses depending on importance and a priority.

Certainly, security on the race circuit during arrivals is one of the most important components of this action. Around the route, on marshall posts, service staff of races – sports marshals are located. Using the warning flags of different color marshals signal about approach of an event (any incident on the race circuit during arrival: a race car departure out of borders of the route, collision and other emergency situations), the acceptance of these or those measures demanding from the pilot. On the route during arrival marshals also report on the events on the radio set in a tower of management of a race. Everything that occurs on this or that part of a distance should be surely recorded. The world practice shows that owing to lack of a uniform universal recording system of events on the race circuit, all statistics is fixed in most cases just on paper, or enter in tables. At the same time sports judges at decision on these or those claims or violations are guided by such here protocols on paper.

Specialists of Sochi of the Autodrome together with colleagues from "IT of Guild" optimized this process, having implemented the unique recording system of events on the route allowing a message the protocol in the automatic mode using the special module and to display the sports protocol online in management of a race to the head of a race and sports judges. The feature of the module consists in a linking of a cloud of Windows Azure and the ServiceNow system. The cloud of Azure stores specialized registration forms of events which allow to record a certain information volume for the minimum time: time of approach of an event, a post from where information and also a type of the event which happened on the route arrived. Information entered about an event, in turn, is saved in the ServiceNow system that allows sports judges to receive protocols from marshall posts online. Thanks to information output function need for printout of protocols in real time disappeared, and this solution, according to organizers of a race, has no analogs worldwide.

In conclusion it would be desirable to note that in Russia a number of sports and infrastructure projects is planned. System implementation of ServiceNow will allow to optimize business processes and to make them more effective. Successful experience of system implementation of ServiceNow in Sochi the Autodrome shows once again how cloud automation model is relevant and demanded in the world of sport.