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WORK INSTRUCTION

APPLICATION
CREATION IN
APPS@WORK
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APPLICATION MANAGEMENT - APPLICATION CREATION

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TABLE OF CONTENTS
1 DOCUMENT SUMMARY ..............................................................................................................................................3
1.1 DOCUMENT OWNER ...................................................................................................................................................3
1.2 REVISION HISTORY ....................................................................................................................................................3
1.3 REVIEW AND APPROVAL ............................................................................................................................................3
1.4 CONTINUITY ...............................................................................................................................................................3

2 PURPOSE .......................................................................................................................................................................4
3 SCOPE AND APPLICABILITY ....................................................................................................................................4
4 PRE-REQUISITES .........................................................................................................................................................4
5 INSTRUCTIONS .............................................................................................................................................................4
5.1 HIGH LEVEL W ORKFLOW...........................................................................................................................................4
5.2 DEFINITION OF AN APPLICATION TERMS ...................................................................................................................5
5.3 REGISTRATION OF APPLICATION IN SERVICE-NOW ..................................................................................................5

6 ABBREVIATIONS ........................................................................................................................................................10
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1 Document Summary

1.1 Document Owner

Owner Name and Location Versions

Wagner, Christian 1.0

Fitero, Christel 2.0

1.2 Revision History

Description of change
Version N° Author Date
(including reason for change)

1.0 Wagner, Christian Original issue 2013-11-26

Align document to changes in process

1.1 Wagner, Christian 2014-02-18
flow

1.2 Wagner, Christian Review of the Documentation 2014-03-20

Document Updates to align with Current

1.3 Wagner, Christian 2015-02-27
Implementation

2.0 Fitero, Christel Anne Updated to reflect the new Service Now 2016-11-23

1.3 Review and Approval

This document has been reviewed by:

Name Function / Justification

Quenson, Stephane Manager End-User Technology / MDM (including Apps@Work) Service Owner

Cheng, Liezl MDM Service Designer

1.4 Continuity
This document is a continuity plan or a recovery tasks instructions (WKI): NO
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2 Purpose

This document describes the steps and requirement for the Configuration Item creation of a Mobile Application
in Service-Now. This step is a pre-requisite before publishing any application in Apps@Work.

3 Scope and Applicability

This document applies to the Creation of a Mobile Application. It should be noted that iBooks are not
applications and therefore are not covered by this procedure, please refer to this document.

4 Pre-Requisites

The application business case and scope has to be defined prior to proceed with this process as some
parameters can’t be changed once defined.
The relative Application Owner’s roles and responsibilities has been read and understood. The relative
Application Development document to the operating system of the application has been read and understood
by the developers.

5 Instructions

5.1 High Level WorkFlow

The complete flow is described below, from the definition to the approvals to the creation of the entry in the
system.

• Gather all necessary information regarding the Mobile Application to be created

• Time (Estimation): 30 Minutes
Definition

• Create a Mobile Application Request submission in Service-Now

• Time (Estimation): 15 Minutes
Registration

• Approval of the Application Owner

Approval • Only required if the requestor is different from the Application Owner
(Owner)

• Approval of the MDM Team

Approval • Time (Estimation): 10 Minutes to 1 Hour
(Review)

• MDM Team create the necessary configuration

• Time (Estimation): 1 hour
Process

• Application Owner receive an email with the Code of the Application

• A new record is now available in Service-Now
Completion
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5.2 Definition of an Application Terms

The following information are required before registering the Application in Service-Now:
 Owner
This will be the Application Owner. The User should be informed of the roles and responsibilities
associated as the Application Owner - refer to the “Pre-Requisites” defined above.
 Developer Company Name
Company in charge of the maintenance/development of the Application
 Operating System
The Operating System for which the application was build. In case you have one application for each
OS, please create separated Mobile Application Service-Now.
 Category (optional)
Category as it displayed in the Apps At Work store. This information is used for reporting purposes and
might be used later for automation.
 Brand (optional)
If the application is related to marketing, the targeted brand can be specified here, which will be used
for reporting purposes
 Market (optional)
The target market/main country where the application will be used.
 Short Description
This is the name of the application as seen in Apps@Work and Mobile Devices. Select something
which is short and meaningful but with a maximum of 20 Characters. If you put more characters, the
application name may be truncated with “…” on the Device. The environment (e.g. Dev/QA/Prod), year
(e.g. 2014) and version numbers (e.g. v.1.0) should not be included in the Application name.
 Description
This is the description of the application as it will appear in Apps@Work. We recommend to indicate
the minimum of information: what is the application supposed to do, who are the targeted users, who
to contact in case of questions.
 Approval required for new Application?
Is an approval required to publish in QAS or DEV or should it be automated?
 Is this application storing private information?
Need to be flagged if the application is storing any kind of personal information. For example if you are
gathering First Name or Last Name of a person.
 Is this application accessing PMI information?
As of 2016,this is deprecated.
 Business Reason
Specify why the Application need to be created. Specify if you need a Development Environment in
Apps@Work Store, in addition to the Quality and Production environments.

5.3 Registration of Application in Service-Now

It’s strongly recommended to ask the future Application Owner to create the entry in Service-Now or to inform
the Application Owner in advance.
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Step Description Screenshot

1. Use Internet Explorer

and browse to the
Service-Now at
http://service-
now.app.pmi

Navigate to the Self-

Service and click on
“Request Catalog”

2. Select “Mobile
Application LifeCycle”
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Step Description Screenshot

3. Select “Mobile
Application Creation”

3.1. Field Descriptions in the Owner

Request Catalog are This will be the Application Owner. The User should be informed of the
further discussed here. roles and responsibilities associated as the Application Owner - refer to
the “Pre-Requisites” defined above.
Developer Company Name
Company in charge of the maintenance/development of the Application
Operating System
The Operating System for which the application was build. In case you
have one application for each OS, please create separated Mobile
Application Service-Now.
Category (optional)
Category as it displayed in the Apps At Work store. This information is
used for reporting purposes and might be used later for automation.
Brand (optional)
If the application is related to marketing, the targeted brand can be
specified here, which will be used for reporting purposes
Market (optional)
The target market/main country where the application will be used.
Short Description
This is the name of the application as seen in Apps@Work and Mobile
Devices. Select something which is short and meaningful but with a
maximum of 20 Characters. If you put more characters, the application
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Step Description Screenshot

name may be truncated with “…” on the Device. The environment (e.g.
Dev/QA/Prod), year (e.g. 2014) and version numbers (e.g. v.1.0) should
not be included in the Application name.
Description
This is the description of the application as it will appear in Apps@Work.
We recommend to indicate the minimum of information: what is the
application supposed to do, who are the targeted users, who to contact
in case of questions.
Approval required for new Application?
Is an approval required to publish in QAS or DEV or should it be
automated?
Is this application storing private information?
Need to be flagged if the application is storing any kind of personal
information. For example if you are gathering First Name or Last Name
of a person.
Is this application accessing PMI information?
As of 2016,this is deprecated.
Business Reason
Specify why the Application need to be created. Specify if you need a
Development Environment in Apps@Work Store, in addition to the
Quality and Production environments.

4. Once the request has The identified Application Owner has to approve to acknowledge the
been submitted, an creation of the Application. It is important to note that approving the
approval from the creation of the application means that the Application Owner is informed
Application Owner will of the roles and responsibilities associated as Application Owner- refer
be automatically to the “Pre-Requisites” defined above for his accontabilites.
requested.

5. An approval will be sent MDM Team will validate and execute the request.
to MDM Team to assess
if the application has
duplicates and follows
the application’s naming
convention. Once
approved, MDM Team
will receive an Request
Task for
implementation.

6. Once the application Each Mobile Application will receive a unique identifier of the following
has been created, an format: PMIAPPMxxxxx (i.e. PMIAPPM00223). Keep this number in a
automatic email will be safe place as it will be the reference and identifier of the Application.
sent to the requester. Mobile Applications are stored in the CMDB of Service-Now, in a table
called “Mobile Applications”. Contrary to most of the “Component Items”
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Step Description Screenshot

(CI’s) in Service-Now, you are not allowed to directly modify a CI in this

table, you must use a pre-defined request from the request catalog. This
ensures the consistency of information.

You can search for this number:

1) Open Service-
Now
https://pmi.service-
now.com/

2) Open Mobile
Application
Available under
“Self-Service”
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3) Search for
Application Name
Type the name of the
Application in the search
field

4) Click on the
Application Name

You will find the

Reference Number in the
field “Application CI”

6 Abbreviations

Abbreviations :

KB : Knowledge Base
MDM : Mobile Device Management
SNow : Service Now / Service Management System

WKI : Work Instruction