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.
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.
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.
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:
|Configure: associate a company in ServiceNav with the company in ITOP||the||ITOP||Ask for the list of companies.|
|ITOP||the||Return the list of companies.|
|the||Present the list of companies to the user in a list.|
|When creating a supervision ticket, associate the ticket to a customer contact. (optional)||the||ITOP||Request a list of company contacts.|
|ITOP||the||Return the company's contact list.|
|the||Display the list of company contacts in a list.|
|When creating a supervision ticket, associate the ticket to an ITOP Team.||the||ITOP||Request the list of ITOP teams.|
|ITOP||the||Return the list of ITOP teams.|
|the||Display the list of ITOP teams.|
|When creating a supervision ticket, associate the ticket to a service and a service item of ITOP. (Optional)||the||ITOP||Request the list of services/service elements for the selected ITOP company.|
|ITOP||the||Return the list of services/service elements for the selected ITOP company.|
|the||Display the list of services/service elements for the selected ITOP company.|
|When creating a supervision ticket, associate the ticket to a CI (Optional)||the||ITOP||Request the list of CIs for the selected ITOP company.|
|ITOP||the||Return the list of CIs for the selected ITOP company.|
|the||Display the list of CIs for the selected ITOP company.|
|Create a ticket containing the information of the supervision event.||the||ITOP||Request the creation of the ticket :
Communication of the ticket number
|the||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||the||ITOP||Requesting ticket information based on the ticket number :
|ITOP||the||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.
The information is retrieved from ITop to complete the ServiceNav fields to save time when creating the company
Creating 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)