AppDynamics and ServiceNow are rapidly emerging as preferred solutions for modern IT operations management, addressing the need for innovation and visibility in digital businesses. Their integration enhances performance through improved incident resolution and ITSM processes, while facilitating event correlation for better root cause analysis. Future enhancements aim to leverage automated analytics and improve service impact assessments, fostering more efficient operations.

1. AppDynamics and ServiceNow
Driving modern IT Operations Management
Jonah Kowall – VP Market Development and Insights
Twitter : @jkowall

2. Why are customers choosing AppDynamics and
ServiceNow?
• AppDynamics and ServiceNow represent the fastest growing ITOM vendors.
• Legacy technology providers are not keeping pace with the demands for Digital
Businesses.
• IT must move from being considered a cost center towards an innovation driver, this
requires new technologies which embrace hybrid applications and application delivery
• Enterprises and Governments who need to meet new business demands for velocity
and visibility require new ways to collect and analyze infrastructure and application
data to deliver the highest quality of service.
• Self-service and easy to use modern tools which support traditional and cloud services
and applications are a business imperative for digital leaders.

5. Value of the AppDynamics and ServiceNow Integration
• Improved availability and performance
o Faster incident resolution through automatic grouping of all relevant events with APM
information
o Correlation of change information to performance related incidents in AppDynamics
• Improved ITSM processes
o Service now event management becomes application performance aware.
• Performance alerts can be used for the availability of a service
• APM helps in alert analysis and escalation
o Reduction in the Incident and problem overload
• Smart grouping of APM, infrastructure and application alerts according to probable relevance to reduce volume.

6. Integration Capabilities Highlights
• Import the AppDynamics Flowmap data into the ServiceNow Service Model
• Keep the AppDynamics Flowmap data up to date in the ServiceNow Model
• Import AppDynamics metadata (Cis) into ServiceNow
• Create ServiceNow Events in the Event Management module
• Allow for the correlation of events within ServiceNow with other event sources
providing better root cause across change tickets, detected changes, infrastructure
fault, and application issues which affect user experience

7. Background Features of AppDynamics

8. AppDynamics Real-Time Map iQ
Flowmap

9. Automatically Detect Issues with Baseline iQ

10. AppDynamics Alerting powered by Signal iQ

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Background Features of ServiceNow

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ServiceNow Infrastructure & Application Level CMDB

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ServiceNow Event Management

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Integration Overview

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AppDynamics integration to ServiceNow
ServiceNow Event Management
Remediation
Integration:
AppDynamics Service Models feed to CMDB
Benefit:
Incident , Change and Event become Service Aware to
AppDynamics monitored Apps
Integration:
AppDynamics Events feed into Event management
Benefit:
AppDynamics events are combined, filtered and correlated with
events from other sources to create meaningful incidents

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Key Enablers

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Business Service Impact
• Events impact the service status in service
now
– Impacet is calculated using an impact model to asses
the Impact to the service
– Impact model is generated automatically
– User has the ability to define & modify the criticality
of a component to a service
Prioritize work by understanding impact to business services

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Event Correlation
• See ONE alert and drill into all the
correlated alerts using rule base and/or
automated service analytics correlation.
• Rules can
– Be defined based on notion of a Primary and
Secondary alert
– Filter alerts based on alert text and CI attributes
– Use Relationship types include parent>child,
child>parent, same CI or none
– Set the duration in which alerts should be correlated
per rule
– Supports an advanced mode using script to define
more complex use cases
Reduce noise and improve root cause analysis by correlating alerts

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Service Analytics
• Alert Aggregation and Correlation
– Alerts are combined and treated as a single
phenomenon.
– Key relationships between alerts is discovered and
stored for analysis and grouping.
– Noise is eliminated by only grouping and displaying
alerts that are related
Leverage automated analytics to reduce noise and resolve issues faster

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Automated Remediation
• Fully automated remediation
– Reboot server
– Increase capacity
– Restart service
• Point-and-click workflow authoring
• Automate remediation using
– SSH
– PowerShell
– REST
– SOAP
– Extensible
• Fall back on human fulfillment if needed
Improve Availability by automatically fixing issues using Event and Orchestration workflows

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Optimizing Resolution with ServiceWatch Insight
Identification
• Monitoring
Tools
• Email
• Consoles
• Notifications
Prioritization
• Business
criticality
• Noise
Isolation
• Infrastructure
• Application
Components
• Relationships
• Services
Remediation
• Rollback
• Free resources
• Restart
• Etc.
Event Management
Service Mapping & Discovery
Orchestration
ServiceWatch
Insight
Event Integration
Dashboard
Alert Console
Alert Groups, Manual
Services
Impact Calculation
Correlation & Analytics
Reconnaissance Activities
Business Services
Alert Groups, Manual
Services
Impact
Dashboard
Correlation & Analytics
Remediation Activities
Business Services & Infra
Remediation Tasks
Associated Knowledge
Business Services & Infra

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Future enhancement ideas
• Root Cause Analysis (RCA) on AppDynamics
created models in the CMDB
– Automatic identification of probable root cause
events using the topology to understand the event
relationships
– Grouping of the resulting events under the root
cause candidate event
• AppDynamics to consume change
information for analysis
• Send performance metrics into
ServiceNow Event Management to
leverage analytics
Leverage automated analytics to reduce noise and resolve issues faster