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Juniper Networks Junos Space Service Now
Remote, Automated Troubleshooting Client for Day 1 Issue Resolution


Junos Space Service Now frees network operators from timeconsuming support tasks. Service Now will automatically detect events on Junos-based devices and automatically initiate the support process. By using Service Now, operators will benefit from faster repair time, a support simplified experience, and decreased downtime. Junos Space Service Now is part of Juniper Networks Automated Support and Prevention solution.

Automated Support and Prevention Overview

Juniper’s Automated Support and Prevention (ASAP) solution is a collection of applications, tools, and processes that utilize Juniper’s expertise to automatically resolve product issues, prevent outages, provide insights, and increase productivity for customers. The ASAP solution includes Junos Space Service Now, Junos Space Service Insight, Juniper Case Attachment Tool Suite and Juniper Support Services.

ASAP instills customer confidence by ensuring that if Juniper’s products do encounter a problem, it will be detected quickly and presented as an incident in Service Now without operator intervention. Customers can use Service Now to submit the incident as a new support case, or configure a “zero touch” Auto-Submit Policy that will do so automatically. ASAP establishes Juniper as the premier trusted support provider for networking equipment.

Product Description

Junos Space Service Now is a critical component of Juniper’s Automated Support and Prevention solution. It leverages already running process within Junos-based devices to monitor the customer’s equipment, detect problems and other conditions requiring attention. Space Service Now automates incident detection, data collection, case creation, and case attachmentment functions.

When Junos Space Service Now detects an issue, it immediately collects necessary data, and opens a Juniper Technical Assistance Center (JTAC) ticket – completely automatically and without impacting performance. This automation minimizes the need for customers to be involved with problem analysis and correction. As a result, average mean time to resolution (MTTR) and time for a permanent fix are significantly reduced.

Junos Space Service Now utilizes Advanced Insight Scripts (AI-Scripts) to automate event detection and initiate support responses. The AI-scripts are installed on Junos devices are based on the vast knowledge and expertise of Juniper Customer Service analysts and engineers and designed to replicate established responses to specific events. The AI-Scripts and can detect well-over 400 events on Junos products. AI-Scripts scripts automatically detect events based on their signatures and trigger Service Now to initiate support responses such as case creation. Within Service Now customers can create an event profile to select which events Service Now should act on and the desired response.

In addition to detecting operational issues, Junos Space Service Now collects data related to device health and configuration. This data is collected regularly and sent to Juniper Support Systems (JSS), which then delivers actionable insights and recommended actions provided in the form of targeted proactive bug notification along with EOL/EOS analysis. This analysis is delivered to customers using the Juniper Space Service Insight – another component of Juniper’s Automated Support and Prevention solution.