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ServiceNav - ITop Integration Overview

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Objective

The objective of this document is to describe the integration between ITOP and ServiceNav: what is the functional interest of this integration, and what are the necessary information to exchange 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 extenso the purpose of these processes and the nature of their interconnection.
Very simply, the diagram below describes the interaction of these two processes through the life cycle of the change of states of a supervisory control in ServiceNav and the life cycle of an incident in ITOP.

alert life cycle

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

In the same way, the operator can very well carry out an action on the component associated with the control, but leave the ticket in observation. The disappearance of the alert state does not automatically cause the ticket to be closed.

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

  • Quality of service and Measurement of the operating load linked to supervision: to facilitate the traceability of production actions following the acknowledgement of an event
  • Enhanced efficiency To guide the operator 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 supervision of a company as in the supervision of a fleet of equipment for several companies.

Usage scenarios

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

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

The following functional flows are implemented for integration:

Objective 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 companies to the user in a list.
When creating a supervision ticket, associate the ticket to a customer contact. (optional) ServiceNav ITOP Request a list of company contacts.
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 Request 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 to a service and a service item of ITOP. (Optional) ServiceNav ITOP Request the list of services/service elements for the selected ITOP company.
ITOP ServiceNav Return the list of services/service elements for the selected ITOP company.
ServiceNav Display the list of services/service elements for the selected ITOP company.
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 ITOP company.
ServiceNav Display the list of CIs for the selected ITOP company.
Create a ticket containing the information of the supervision event. ServiceNav ITOP Request the creation of the ticket :

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

Display the ITOP ticket in the ServiceNav interface.

Display the status of a ticket and direct link to the tickets in ITop ServiceNav ITOP Requesting ticket information based on the ticket number :

  • Status
ITOP ServiceNav Providing the status of the ticket.

List of ITOP companies

Retrieving the list of companies

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

itop

Autocomplete

The information is retrieved from ITop to complete the ServiceNav fields to save time when creating the company

Creating a ticket

creation of a ticket

  • 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 item (Service or Equipment) and its criticality. (The priority can be overridden by the user)

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