Juniper ServiceNow Case Study

CX Solution

Juniper Networks — Automated Device Firmware Upgrade with ServiceNow​

Background

Juniper Networks, a global leader in networking solutions, provides AI-driven enterprise cloud-managed networks through Juniper Mist. With ServiceNow integration, Juniper customers can now automate device lifecycle processes like firmware upgrades—achieving faster operations, reduced risks, and optimized IT workflows.

Business Challenge

Upgrading firmware across Juniper Mist switches, gateways, and APs was traditionally a manual, repetitive, and error-prone process. Engineers had to:​

  1. Manually identify devices and their firmware versions.​
  2. Toggle across multiple tools for request creation, approvals, and upgrades.​
  3. Perform pre-checks, rollback planning, and post-validation manually.​
  4. Struggle with tracking centralized change records, leading to audit and compliance gaps.

Sandeza Solution

Sandeza implemented a ServiceNow-driven workflow powered by Juniper Mist APIs, enabling end-to-end automation of the firmware upgrade process.​

Key Features of the Solution:​

  1. Pre-Validation (Mist API): Checks device model, site, current firmware version, and compatibility before execution.​
  2. Automated Execution: On change approval, ServiceNow triggers upgrades via Mist API, capturing execution logs against the change record.​
  3. Post-Validation: Verifies new firmware version, connectivity, and uptime, while flagging failed/skipped devices for retry.​
  4. Integration with CMDB: Live firmware state updates ensure a reliable source of truth for audit and compliance.

Results and Benefits

  • 60% Faster Firmware Upgrades with zero manual intervention after request submission.​
  • Change-Controlled & Auditable process built into ServiceNow workflows.​
  • Elimination of Multi-Tool Switching, centralizing all upgrade activities inside ServiceNow.​
  • Real-Time Device State in CMDB, ensuring reliable reporting and compliance.​
  • No more weekend war rooms, with peace of mind on upgrades.​
  • From 10 devices to 1,000+ upgrades with confidence, consistency, and control.