User manual JUNIPER NETWORKS JUNIPER CARE SERVICES DATASHEET

[. . . ] · Scale your operational team to new heights and leverage multilayered security features through Service Now management capabilities. · Increase your operational effectiveness and lower operational expenses by using Service Now to reduce the time needed for problem identification, troubleshooting, and communication with Juniper Networks technical support. · Dramatically simplify operational processes through self diagnosis and automated incident reporting to significantly reduce mean time to resolution (MTTR), allowing staff to concentrate on higher priority tasks that drive the business. · Increase operational efficiency by automating detailed inventory management. [. . . ] Table 2: Juniper Care entitlements regiOn DiSTanCe FrOm JuniPer neTwOrkS ParTS DePOT Service now reporting interface The Service Now reporting interface aggregates and analyzes a myriad of data and information from your network, and displays reporting specific to each incident. Service Now provides tools that allow you to empower your network operations staff by accessing specific troubleshooting information from Juniper and managing staff workload based on case activity. inventory management assistance Service Now automatically collects and tracks the most current inventory details for the devices it manages. This includes information such as the device name, software version, platform, serial number, and chassis inventory details. This information is available for review and automatically included in the diagnostic information when a trouble ticket is opened with JTAC via the incident management functionality. uSA/Canada EMEA Mexico/Latin America Asia Pacific India 150 miles (241 km) 120 miles (193 km) 62 miles (100 km) 43 miles (69 km) (all countries except India) 31 miles (50 km) 3 Device-aware Support As specific events occur on Junos OS-based products in your network, incident-driven AI-Scripts detect, collect, and report relevant diagnostic data. New AI-Scripts are continuously being developed to enhance self diagnosis; these are made available to you on an ongoing basis and can be installed via Service Now. The information regarding incidents is automatically analyzed and results are made available to you. Service automation ensures that all JTAC engineers can handle any reported case efficiently by providing necessary software and hardware configurations. This tool helps to minimize time to resolution for all cases submitted. The JMB is a structured XML data file used to collect pertinent event and intelligence data used for subsequent AI-Script processing. The JMB currently contains a JMB manifest section, a trend data section, and an attachments section. JMBs are sent to predefined designated targets including the Service Now instance running on the Junos Space platform in your environment. JMBs can be "incident-driven, " created for events related to service impacting issues (both hardware and software), or they can be "intelligence-driven, " generated periodically to collect information including inventory, resource utilization, and configurations. Service Now collects all JMBs and provides an interface and control for the administrator to take action on the incident. Service automation architecture and key Components Junos Space Service Now and Junos Space Service Insight are the key technologies that enable Juniper's service automation infrastructure. Service Now includes components that seamlessly work within a customer's environment and are securely integrated with Juniper's case management and contract management systems for reactive service delivery. Service automation solution components function together to provide you with a seamless architecture to automate services. JSS systems collect event and incident information as well as diagnostic details for ticket creation from Service Now. JSS also provides case updates to Service Now as well as targeted service and support information to Service Now and Service Insight for efficient operations. Junos Space Service Insight, which works in conjunction with Service Now, enables capabilities for proactive management and actionable business intelligence for efficient operations. Customers purchasing Juniper Care Plus are entitled to use Service Insight. For more details, please refer to the Juniper Care Plus data sheet. site ID identifies the specific service contract for entitlement and authorization. Customers who do not have an instance of Junos Space installed in their environment can download and install Junos Space platform at www. juniper. net/support/products/space/. Service Now also collects device profile information on a periodic basis, including hardware configuration, software configuration, logs, and system statistics. This information is stored in a database within Service Now that can help you understand device history and trends. [. . . ] For more details, please visit www. juniper. net/us/en/ products-services/. about Juniper networks Juniper Networks, Inc. Juniper offers a high-performance network infrastructure that creates a responsive and trusted environment for accelerating the deployment of services and applications over a single network. Additional information can be found at www. juniper. net. Ordering information Juniper Care Services are available globally. For details, please contact your local Juniper Partner or Juniper Networks field sales manager. Corporate and Sales Headquarters Juniper Networks, Inc. [. . . ]