The purpose of this document is to describe the integration between ServiceNav and ServiceNow: what is the functional purpose of this integration, and what information needs to be exchanged between ServiceNow and ServiceNav to make this integration operational.
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 lifecycle of a supervisory control state change in ServiceNav and the lifecycle of an incident in ServiceNow.
These two cycles are not synchronous: closing a ticket in ServiceNow will not cause the check 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 ServiceNow 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.
The objective of this integration is to achieve the following functions:
- Upon acknowledgement of an event displayed in ServiceNav, creating an incident in ServiceNow
- View the ServiceNow incident with status information from the control displayed in ServiceNav.
List of ServiceNow 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 ServiceNow.
If this link is defined at a company level in ServiceNav, the sites of that company inherit this link.
Autocomplete and multi-criteria search
The information is retrieved in ServiceNow to complete the ServiceNav fields to save time when setting up the company.
By default the search is performed on the company name. It is possible in the connection parameters to indicate additional fields in the company record in which to search. Example of use: Your companies have a customer number, by adding the name of the field "Customer number" in the parameter setting, it is possible to search by customer number.
Creating a ticket
When a piece of equipment goes into Critical or Warning status, it is possible to create an incident in ServiceNow.
The object and description of the problem are taken over automatically and can be changed.
The contact can be selected from all the company's contacts. It will be indicated as the "Caller" of the incident.
Concerning the assignment, it is possible to assign the incident either directly to an "Intervener" (Assigned to) or to a team (Assignment group).
System requirements for integration with ServiceNow
User to be provided for the implementation of the integration :
- User with viewing rights for "companies" and "callers".
- User with rights to create "incidents".
- We advise to put the user in the "Itil" group.
- User with the box " "ticked (optional)