Más contenido relacionado La actualidad más candente (20) Similar a Webinar widescreen zenoss service-now integration final draft (20) Webinar widescreen zenoss service-now integration final draft1. © 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
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
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. © 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. 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
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
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
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. 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
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
Notas del editor S Enable auto-ticketing in an incremental process – identify a set of events to ticket, and enable auto-ticketing only for those events
As you identify more types of events that are getting manually ticketed, enable auto-ticketing for those events
Avoid opening tickets unintentionally
Bi-directional communication allows users working in either system to have their work show up in the other
Only new component is zenincidentpoll, which should only have one instance running, preferably on the master
All communications with ServiceNow utilize either the SOAP or JSON web service
You can have multiple notifications to populate incidents in different ways – but make sure that the same event can not trigger more than one notification!
Since the notifications run in different daemons, you’ll use different logs to troubleshoot manually created vs. automatically created incidents
Manually created incidents will log in /opt/zenoss/log/event.log
Auto-ticketed incidents will log in /opt/zenoss/log/zenactiond.log
Polling of incident information will be logged in /opt/zenoss/log/zenincidentpoll.log