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)


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


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


Incident Management Integration - How it works


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


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)


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


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


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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Q&A

Questions?


Top Takeaways

Two integrations available – CMDB and Incident Management

Use either or both

Close the loop with both integrations

zenoss & servicenow integration - incident management & cmdb

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