Join us for this interactive session to learn how today's leading IT organizations are identifying and resolving IT service disruptions faster than the CEO can ask you, "What's happening?"

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“As the Empire decays, it begins to lose fundamental understanding of its own
advanced technology, and instead of re-discovering the information they restrict
the usage of what remains. As a result, there are few (if any) who knows how to
build or maintain the tech, except for the members of the Foundation.”
Foundation Trilogy, Isaac Asimov

2. Michael Shannon
Deployment Architect
mshannon@zenoss.com
Integrating Zenoss with ServiceNow
Incident Management and CMDB
Ramil Reyes
Director, Key Accounts
rreyes@zenoss.com
Mitch Holt
Integrated Marketing Manager
mholt@zenoss.com

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“As the Empire decays, it begins to lose fundamental understanding of its own
advanced technology, and instead of re-discovering the information they restrict
the usage of what remains. As a result, there are few (if any) who knows how to
build or maintain the tech, except for the members of the Foundation.”
Foundation Trilogy, Isaac Asimov

4. Agenda
• Market Forces
• Understanding the Gap
• Integration Solution Overview
• Q&A
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Increased rate of
business change Economic
Higher expectations of
customers
Social
Market Forces
Technology IT is more converged,
abstract and fluid

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Virtualization
Hybrid Clouds
Software Defined Everything
IT Connected World
Operational Complexity
Service Maturity
Service Needs Line of Sight
Unified Information
Data Quality
Responsiveness
The Gap:
Intelligent Issue Resolution

7. Why Zenoss & ServiceNow?
• Compress the time to identify and resolve incidents
• Reduce manual entry by automatically synchronizing
monitored devices with CMDB
• Reduce risk by ensuring event, incident and CMDB
information is current, correct, and complete
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9. Incident Management
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10. Incident Management Integration - What you get
• Create incidents automatically via Zenoss triggers/notifications
• Create incidents manually via event console
• Resolve incident when corresponding event is closed
• Resolve incident when corresponding event clears automatically
• Assign the incident to the user acknowledging the event
• Acknowledge event when corresponding incident is assigned
• Close event when corresponding incident is resolved
• Associate existing events with existing incident
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11. Incident Management Integration - How it works
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12. Incident Management Integration - How it works
• Leverages existing Trigger and Notification functionality
– Notification sends incidents
– Triggers select events to automatically ticket
– Button added to UI for manual ticketing
– zenactiond daemon used for auto-ticketing
– zope used for manual ticketing
• New daemon for polling incident information
– zenincidentpoll polls ServiceNow
– Updates events as appropriate
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13. CMDB
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14. New CMDB Integration - What you get
• Retrieves devices from ServiceNow
– Adds to /Discovered device class
– Updates existing devices
– Adds clickable link for CI ID
– Adds CMDB Class field (CMDB table name)
• Optionally retrieve and set location information
• Optionally create event when a device is created
• Attempts to link existing components with CMDB
– Adds clickable link for CI ID
• Optionally retrieve applications that depend on devices in Zenoss
– Creates hierarchy under Systems organizer
– Single level (application->device)
– Can be used to seed Impact models
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15. New CMDB Integration – How it works
• New daemon (zencmdbpoll) for retrieving information from ServiceNow
– Configurable cycle interval (default is 24 hours)
• Integration with ServiceNow is certified (on their Fuji release)
– Uses JSONv2 API
– Queries batched to improve performance
– Queries limited to ‘recently updated’ to improve performance
• Majority of the integration can be configured from the UI
– Some UI elements are JSON, and may require Services assistance to
configure
– Base field mappings, additional field mappings, relationships to components
and applications all configurable
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16. Live Product
Demonstration
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17. Q&A
Questions?
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18. To receive more information, schedule a live demo, or
receive a copy of this presentation, please contact:
mholt@zenoss.com
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