4.5.6. ServiceNow

 
ServiceNow is a cloud-based software platform for IT Service Management (ITSM) that helps to automate IT Business Management. It is designed based on ITIL guidelines to provide service-orientation for tasks, activities, and processes. It also provides a platform for developing applications the are made available to ServiceNow users through a dedicated store.
 
IRM includes the option of licensing integration support for ServiceNow, which includes the following features:
  • IRM Object Model to ServiceNow CMDB synchronization, which is available through a dedicated SyncOp Manager dialog, designed to enable the user to manage the syncing.  The following varieties of data synchronizations are supported:
  • Manufacturers
  • Equipment and Software Types
  • Equipment and Software instances
  • IRM Library push to ServiceNow
  • Ticket-related workflow integration, where Tickets/Change Requests are jointly managed between IRM and ServiceNow.
 
This integration makes workflows related to ServiceNow change requests and IRM Projects and MACs substantially easier and more efficient to perform.
 
Following the same general strategies of other integrations, IRM supports Proxy objects generated on behalf of the ServiceNow application by a special IRM Integration Service (SNIS).
 
Click on the following link to learn more about IRM general integration concepts and principles, as well as different types of objects used for interoperability with external applications.
 
The IRM-ServiceNow integration can be configured via IRM's ServiceNow Proxy Source, which is used by both IRM and the Integration Service as necessary.  One strong point of the ServiceNow integration is that the Integration Service is able to automatically set up the business rules, fields and other ServiceNow components required for the integration to work, without requiring any special actions by administrators.
 
These and additional features and common IRM-ServiceNow workflows are explained in more detail in the following subtopics.