The objective of this document is to describe the integration between ServiceNav and ServiceNow: what is the functional interest 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 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 lifecycle of a supervisory control's 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 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 ServiceNow 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 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
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. To do this each company/site has a link to a company defined in ServiceNow.
If this link is defined at company level in ServiceNav, the sites of this company inherit this link.
Autocomplete and multi-criteria search
The information is retrieved from ServiceNow to populate the ServiceNav fields to save time when creating the company.
By default, the search is performed on the company name. It is possible, in the connection settings, to indicate additional fields in the company file in which to search. Example of use: Your companies have a customer number, by adding the name of the field "Customer number" in the settings, it is possible to search by customer number.
Creating a ticket
When a piece of equipment is in Critical or Warning status, it is possible to create an incident in ServiceNow
The object and description of the problem are automatically taken over 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 choose, at the parameter level, to assign the incident either directly to an "Intervenant" (Assigned to) or to a team (Assignment group).
Requirements for integration with ServiceNow
User to be provided for the implementation of the integration :
- User with rights to view companies and callers
- User with rights to create "incidents
- We advise you to put the user in the "Itil" group
- User with the box " "checked (optional)