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Webinar widescreen zenoss service-now integration final draft

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Join us for this interactive session to learn how today's leading IT organizations are identifying and resolving IT service disruptions faster than the CEO can ask you, "What's happening?"

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Webinar widescreen zenoss service-now integration final draft

  1. 1. © 2015 All Rights Reserved.0 “As the Empire decays, it begins to lose fundamental understanding of its own advanced technology, and instead of re-discovering the information they restrict the 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
  2. 2. Michael Shannon Deployment Architect mshannon@zenoss.com Integrating Zenoss with ServiceNow Incident Management and CMDB Ramil Reyes Director, Key Accounts rreyes@zenoss.com Mitch Holt Integrated Marketing Manager mholt@zenoss.com
  3. 3. © 2015 All Rights Reserved.2 “As the Empire decays, it begins to lose fundamental understanding of its own advanced technology, and instead of re-discovering the information they restrict the 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
  4. 4. Agenda • Market Forces • Understanding the Gap • Integration Solution Overview • Q&A © 2015 All Rights Reserved.3
  5. 5. © 2015 All Rights Reserved.4 Increased rate of business change Economic Higher expectations of customers Social Market Forces Technology IT is more converged, abstract and fluid
  6. 6. © 2015 All Rights Reserved.5 Virtualization Hybrid Clouds Software Defined Everything IT Connected World Operational Complexity Service Maturity Service Needs Line of Sight Unified Information Data Quality Responsiveness The Gap: Intelligent Issue Resolution
  7. 7. 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 © 2015 All Rights Reserved.6
  8. 8. © 2015 All Rights Reserved.7
  9. 9. Incident Management © 2015 All Rights Reserved.8
  10. 10. 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 © 2015 All Rights Reserved.9
  11. 11. Incident Management Integration - How it works © 2015 All Rights Reserved.10
  12. 12. 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 © 2015 All Rights Reserved.11
  13. 13. CMDB © 2015 All Rights Reserved.12
  14. 14. 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 © 2015 All Rights Reserved.13
  15. 15. 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 © 2015 All Rights Reserved.14
  16. 16. Live Product Demonstration © 2015 All Rights Reserved.15
  17. 17. Q&A Questions? © 2015 All Rights Reserved.16
  18. 18. To receive more information, schedule a live demo, or receive a copy of this presentation, please contact: mholt@zenoss.com © 2015 All Rights Reserved.17

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