Zenoss & ServiceNow Integration - Incident Management & CMDB
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Transcript of Zenoss & ServiceNow Integration - Incident Management & CMDB
© 2016 All Rights ReservedCONFIDENTIAL #GALAXZ16 1
#GALAXZ16
ServiceNow IntegrationIncident Management and CMDB
Michael Shannon
© 2016 All Rights ReservedCONFIDENTIAL #GALAXZ16
Agenda
Introduction
Incident Management Integration Why you want it What you get How it works
CMDB Integration Why you want it What you get How it works
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Introduction
Integrating your monitoring system with ticketing Most popular integration - in use at 12% of Zenoss’ customers
Certified with ServiceNow (since Dublin)
Integrating your CMDB with your monitoring system In use at several customers
Certified with ServiceNow (since Fuji)
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Incident Management Integration - Why you want it
Automate ticket management Reduce time and effort Improve accuracy and content
Synchronized view of events and incidents Manage from Zenoss or ServiceNow
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Incident Management Integration - What you get
Create incidents automatically via Zenoss triggers/notifications
Create incidents manually via event console
Resolve incident when corresponding event is closed
Resolve incident when corresponding event clears automatically
Assign the incident to the user acknowledging the event
Acknowledge event when corresponding incident is assigned
Close event when corresponding incident is resolved
Associate existing events with existing incident
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Incident Management Integration - How it works
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Incident Management Integration - How it works
Leverages existing Trigger and Notification functionality Notification sends incidents
Triggers select events to automatically ticket
Button added to UI for manual ticketing
zenactiond daemon used for auto-ticketing
zope used for manual ticketing
New daemon for polling incident information zenincidentpoll polls ServiceNow
Updates events as appropriate
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CMDB Integration - Why you want it
‘Closes the loop’ Allows incidents to be related to CIs in ticketing system
Enrich Zenoss devices with CMDB data
Associate a unique ID (CI) from the CMDB to Zenoss devices and components
Automate transition to monitoring Flag in CMDB can be set to cause Zenoss to start monitoring a device
Integrates with change management process
Automate population of monitoring tool Reduce errors by reducing manual data entry
Increase consistency (device names will match between CMDB and Zenoss)
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New CMDB Integration - What you get
Retrieves devices from ServiceNow Adds to /Discovered device class
Updates existing devices
Adds clickable link for CI ID
Adds CMDB Class field (CMDB table name)
Optionally retrieve and set location information
Optionally create event when a device is created
Attempts to link existing components with CMDB Adds clickable link for CI ID
Optionally retrieve applications that depend on devices in Zenoss Creates hierarchy under Systems organizer
Single level (application->device)
Can be used to seed Impact models
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New CMDB Integration – How it works
New daemon (zencmdbpoll) for retrieving information from ServiceNow Configurable cycle interval (default is 24 hours)
Integration with ServiceNow is certified (on their Fuji release) Uses JSONv2 API
Queries batched to improve performance
Queries limited to ‘recently updated’ to improve performance
Majority of the integration can be configured from the UI Some UI elements are JSON, and may require Services assistance to configure
Base field mappings, additional field mappings, relationships to components and applications all configurable
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CMDB Integrations - Two versions
Two integrations – New and Legacy
Note: Not compatible with each other
New CMDB Integration
Pulls from ServiceNow to Zenoss
UI for configuration
Moderate Services involvement
Legacy CMDB Integration
Pushes from Zenoss to ServiceNow
Configuration changes requires code changes
Heavy Services involvement
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Knowledge16
Come see us at Knowledge16!
Booth #1228 in the Exhibitor Hall
Tell the ServiceNow administrators at your company!
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Q&A
Questions?
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Top Takeaways
Two integrations available – CMDB and Incident Management
Use either or both
Close the loop with both integrations