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Service Automation Overview

Juniper Networks Service Automation is an end-to-end solution designed to streamline operations and enable proactive network management of devices running Junos OS. With Service Automation, a network operator can perform the following functions:

  • Monitor faults.
  • Collect diagnostic data.
  • Manage events.
  • Create cases for resolving issues.
  • Manage inventory.
  • Receive notifications from Juniper Support System (JSS) about issues that can affect the device.
  • Receive End-of-Life (EOL) and End-of-Service (EOS) notifications from JSS for managed devices and device components.
  • Create reports using the received notifications and analyze the impact of known issues on the network.

The Service Automation solution is provided to all customers with Juniper Care and Juniper Care Plus service contracts. Juniper Networks partners can take advantage of Service Automation capabilities through the Operate Services program. For information about the Operate Services program, see Operate Services Program.

Service Automation comprises the following components:

  • Advanced Insight-Scripts (AI-Scripts):

    AI-Scripts are XML, XSLT, or SLAX scripts installed on devices running Junos OS Release 11.4 or later to detect events. When an event occurs on a device on which AI-Scripts are installed, AI-Scripts are triggered to collect troubleshooting information from the device, which is bundled in a structured format called a Juniper Message Bundle (JMB).

    AI-Scripts generate three types of JMBs—eJMBs, iJMBs, and on-demand JMBs. Event JMBs or eJMBs are generated in response to events occurring on the device. Information JMBs or iJMBs (also known as device snapshots) are generated to provide trending information of a device.

    For more information about AI-Scripts, see AI-Scripts and JMBs Overview.

  • Junos Space Service Now and Junos Space Service Insight applications:
    • Service Now accesses the JMB generated by AI-Scripts from the device, creates an incident for the event in the Service Now database, and notifies the network operator about the event. Service Now can be configured to submit the incident and the associated JMB to JSS automatically to create a case for resolving any issue caused by the event.

      You can use Service Now to generate a JMB without using AI-Scripts; for example, when you want to check the health of the device well before receiving an iJMB. This JMB is known as an off-box on-demand iJMB. Service Now can also generate off-box on-demand eJMBs and off-box on-demand Return Materials Authorization (RMA) JMBs. Service Now uses the directive.rc file to generate the off-box JMBs. The directive.rc file in Service Now contains the required commands to generate the JMBs.

    • Service Insight stores alerts called proactive bug notifications (PBNs) received from JSS and notifies the network operator about impending problems in the network. Service Insight also stores alerts for devices and services nearing EOL, EOS, Last Order Date, or End of Engineering. Service Insight receives these alerts from JSS based on the trending information of iJMBs submitted by Service Now.

      You can generate an EOL and PBN report to identify the devices exposed to known issues or bugs and devices nearing EOL or EOS for taking suitable action to mitigate network downtime.

      For more information, see Proactive Information Received from Juniper Support System (JSS).

  • Juniper Support System (JSS):

    JSS comprises knowledge repositories, such as the EOL or EOS database, the Juniper Customer Relationship Manager (CRM), Juniper Contracts systems, and bugs database.

    JSS creates cases for incidents submitted by Service Now. The cases are assigned to JTAC personnel for resolution. Users are notified about the progress of the case through the Service Now GUI.

    JSS uses the information present in iJMBs to send alerts about devices and services nearing EOL agreements. While resolving an issue received from a customer, JSS analyzes the nature of the issue and sends PBNs to warn other customers about the issue to mitigate network downtime.

    Figure 1 represents the Service Automation solution.

Figure 1: Service Automation Solution

Service Automation
Solution

Modified: 2016-08-08