20 May 2016 blogs Klaas Hulder 5 min read
Many of our enterprise customers use ServiceNow for service and business management, and we have created an integration for it that automatically synchronizes it with Live Maps service definitions. This is similar to the integration we already provide for System Center Service Manager.
Live Maps services can now be synchronized with ServiceNow, and if ServiceNow doesn’t contain the configuration items used by the Live Maps service, those can be added into the CMDB for you.
After the Live Maps services and components are synchronized with ServiceNow, this information can easily be used in the Incident and Change Management processes using the native Business Service Maps in ServiceNow.
The ServiceNow integration is implemented as a Windows service. This service will synchronize Live Maps services and their related components with a ServiceNow instance every x minutes, with a default setting of once per hour. In the ServiceNow CMDB, business service records are inserted and kept up to date. The customer can also choose to insert configuration item records, if they don’t already exist, which will be related to the business services.
During installation the user can configure the settings needed for the service to run. This dialog can also be used after the installation to change settings.
Live Maps ServiceNow Integration Settings dialog
The Live Maps ServiceNow Integration Settings dialog contains the following settings:
|These settings are for defining a connection to a SCOM management server.|
The user needs to have read access to the services and related components you would like to synchronize with ServiceNow.
|ServiceNow Settings||These settings are for defining a connection to a ServiceNow instance. The user needs to have read and write access to the CMDB tables in ServiceNow.|
|Synchronization Settings||With these settings you can define what services will be synchronized and if you want to, you can also synchronize Configuration Items if they can’t be found in ServiceNow.|
It is possible to immediately synchronize the selected services from this dialog instead of waiting for the next regular run of the Windows service.
Object and Field Mappings
Out of the box, we have already mapped the common SCOM types to a ServiceNow table. But because ServiceNow can also be extended with custom types and fields we made this integration solution extendable. These extensions are defined in an XML file.
We use a mapping XML file for the following:
- Map SCOM class name to ServiceNow table name.
- Map SCOM monitoring object property name to ServiceNow field name.
- For copying values to the right ServiceNow fields
- For identifying the correct records in ServiceNow.
- Map of hosting relationships between SCOM and ServiceNow used to identify the correct records in ServiceNow. For example, you can’t identify a web site by its name if you do not know what web server it is running on. Think of the ‘Default Web Site’ which is on every IIS Web Server. In SCOM the relation between the web site and the web server are called hosting relationships, in ServiceNow there are similar relationships.
If no mapping information can be found, a basic configuration item will be created in ServiceNow named with the corresponding SCOM monitoring object’s display name. If you don’t want these basic configuraton items to be created, toggle the ‘Create known CI’s only’ property on in the configuration dialog.
To understand what is possible with mappings, I will show three examples:
|Mapping.ID||Every mapping node has an ID attribute so it can be referenced in the hostMapping node.|
|scomType||Management pack class name of the least derived class of the monitoring object that is related to a service.|
|hostMapping||Mapping ID of the node that holds the mapping information of the host object.|
|synchronize||This controls whether certain configuration item types will be excluded from the synchronization. (True by default)|
Property Mapping Node
|snField||Field name in ServiceNow|
|isIdField||This will control if the field defined in snField can be used to identify a record in ServiceNow.|
|synchronize||This will control if the value from this SCOM property will be copied to the ServiceNow field.|
Keep your eyes open, because my next blog article will be about including performance information in your dashboards in Live Maps 7.4.
About: Klaas Hulder
Lead Developer- Savision
Klaas is Savision’s first employee. He has been working for Savision since it was founded by Dennis Rietvink and Douwe van de Voort in late 2006. At the moment he is leading the development team responsible for the development of Live Maps. He has over 17 years of software development experience working for banks, utility and telecom companies at EDS.
Klaas studied Information and Communication Technology in the Netherlands.