Webinar widescreen zenoss service-now integration final draft

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“As the Empire decays, it begins to lose fundamental understanding of its ownadvanced technology, and instead of re-discovering the information they restrictthe usage of what remains. As a result, there are few (if any) who knows how to build or maintain the tech, except for the members of the Foundation.”

Foundation Trilogy, Isaac Asimov

Michael ShannonDeployment [email protected]

Integrating Zenoss with ServiceNow

Incident Management and CMDB

Ramil ReyesDirector, Key [email protected]

Mitch HoltIntegrated Marketing [email protected]


“As the Empire decays, it begins to lose fundamental understanding of its ownadvanced technology, and instead of re-discovering the information they restrictthe usage of what remains. As a result, there are few (if any) who knows how to build or maintain the tech, except for the members of the Foundation.”

Foundation Trilogy, Isaac Asimov


Agenda• Market Forces• Understanding the Gap• Integration Solution Overview • Q&A


Increased rate of business change Economic Higher expectations of

customersSocial

Market Forces

Technology IT is more converged, abstract and fluid


Virtualization Hybrid Clouds Software Defined Everything

IT Connected World

Operational Complexity

Service Maturity

Service Needs Line of Sight

Unified Information

Data QualityResponsiveness

The Gap:Intelligent Issue Resolution


Why Zenoss & ServiceNow?

• Compress the time to identify and resolve incidents• Reduce manual entry by automatically synchronizing

monitored devices with CMDB• Reduce risk by ensuring event, incident and CMDB

information is current, correct, and complete



Incident Management


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


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


Live Product Demonstration


Q&A

Questions?


To receive more information, schedule a live demo, or receive a copy of

this presentation, please contact:

[email protected]