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ServiceNav - ITop integration overview

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Introduction

The objective of this document is to describe the integration between ITOP and ServiceNav: what is the functional interest of this integration, and what information needs to be exchanged between ITOP COMBODO and ServiceNav to make this integration operational.

Value Proposition

In the context of IT service production, ServiceNav covers event management. A service production management system typically covers the incident management process, integrated with event management. The ITIL best practice framework covers in full the purpose of these processes and the nature of their interconnection.
Very simply, the diagram below depicts the interaction of these two processes through the life cycle of a change of state of a supervisory control in ServiceNav and the life cycle of an incident in ITOP.

warning life cycle

These two cycles are not synchronous: closing a ticket in ITOP will not cause the control to switch to the OK state.

In the same way, the operator can very well perform an action on the component associated with the control, but leave the ticket for observation. The disappearance of the alert state does not automatically close the ticket.

The business value proposition of this functional scenario is therefore as follows:

  • Quality of service Operating load measurement linked to supervision: to promote the traceability of production actions following the acknowledgement of an event
  • Enhanced efficiency : to guide the operator in order to avoid creating the same ticket several times, and to avoid untimely administrative work.

The following sections detail the integration between ITOP and ServiceNav to implement this scenario, in a context of for the supervision of a company as in the supervision of an equipment park of several companies.

Usage Scenarios

The objective of this integration is to achieve the following functions:

  • On acknowledgement of an event displayed in ServiceNav, creation of a ticket in ITOP
  • Viewing of the ITOP ticket with information on its status from the control displayed in ServiceNav and the possibility of opening the corresponding ticket directly in ITOP.

The following functional flows are implemented as part of integration:

Introduction Origin Recipient Interaction
Configure: associate a company in ServiceNav with the company in ITOP ServiceNav ITOP Ask for the list of companies.
ITOP ServiceNav Return the list of companies.
ServiceNav Present the list of company codes to the user in a list.
When creating a supervision ticket, associate the ticket with a customer contact. (optional) ServiceNav ITOP Ask for the company's contact list.
ITOP ServiceNav Return the company's contact list.
ServiceNav Display the list of company contacts in a list.
When creating a supervision ticket, associate the ticket to an ITOP Team. ServiceNav ITOP Ask for the list of ITOP teams.
ITOP ServiceNav Return the list of ITOP teams.
ServiceNav Display the list of ITOP teams.
When creating a supervision ticket, associate the ticket with a service and a service element of ITOP. (Optional) ServiceNav ITOP Request the list of services/service elements for the selected company from ITOP.
ITOP ServiceNav Return the list of services/service elements for the selected company from ITOP.
ServiceNav Display the list of services/service elements for the selected company from ITOP.
When creating a supervision ticket, associate the ticket to a CI (Optional) ServiceNav ITOP Request the list of CIs for the selected ITOP company.
ITOP ServiceNav Return the list of CIs for the selected company from ITOP.
ServiceNav Display the list of CIs for the selected ITOP company.
Create a ticket containing the supervision event information. ServiceNav ITOP Ask for the creation of the ticket:

  • Creation date
  • Company
  • Contact (selected in step 2) optional
  • Team
  • Contract/optional service
  • Priority
  • Equipment concerned
  • Purpose of the request
  • Description of the problem
  • Date of change of status
ITOP ServiceNav Creating the ticket
Communication of the ticket number
ServiceNav ITOP Recording of the ticket number in the database, associated with the control. If a ticket is already associated with this control, it is overwritten: ServiceNav does not keep a history of tickets associated with a control.

Display of the ITOP ticket in the ServiceNav interface.

Display the status of a ticket and direct link to the tickets in ITop ServiceNav ITOP Request information about the ticket according to the ticket number :

  • Status
ITOP ServiceNav Provision of ticket status.

List of ITOP companies

Retrieving the list of companies

For a ticket to be added to a company or site's equipment through ServiceNav, then that company/site must be clearly identified on the integration. To do this each company/site has a link to a company defined in ITOP.
If this link is defined at a company level in ServiceNav, the sites of that company inherit this link.

itop

Autocomplete

The information is retrieved in ITop to complete the ServiceNav fields to save time when setting up the company.

Creating a ticket

ticket creation

  • A team in ServiceNav is called a team contact in ITOP.
  • The priority can be selected automatically according to a matrix based on the type of the element (Service or Equipment) and its criticality. (The priority can be overridden by the user).

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