2 Replies Latest reply on Aug 4, 2015 12:37 PM by gnadivi

    In-house Solarwinds to ServiceNow Integration: Basic Questions

    riffster

      We are looking at the possibility of an in-house ServiceNow integration using our own Perl programmers in order to send alerts from our Solarwinds NPM/NCM/NTA server to ServiceNow for ticketing purposes. As part of performing basic research on this subject a Thwack! post back in December of 2013 was noted.


      SolarWinds to Service-Now Integration


      We have NPM 10.7, NCM 7.2.2 and NTA 4.0.1 installed. NPM, NCM and NTA are on their own VMware box while NTA Storage Manager is on another VMWare box along with flow data. The NPM and NCM databases are stored on a separate physical server.

       

      We are seeking information about the integration of Solarwinds and ServiceNow using internal resources but have some basic questions.

       

      1. Does an integration involve any significant risk as concerns the integrity of the Solarwinds server? In other words, can issues/problems related (directly or indirectly) to the integration occur that threaten the engine(s) or database(s) of the Solarwinds application and/or SQL server?
      2. As far as I know such an in-house integration would not be supported by either Solarwinds or ServiceNow. In other words we would assume the risk of the integration process since it would be us performing the integration from creation on through installation. Is this indeed the case or not?
      3. If you have undertaken and implemented such a beast yourself, what has been your experience with that integration? Good? Not so good? A bit of both?
      4. Off-the-shelf products like Evanios Integration/Operations and Ayehu eyeShare are available - are there any others in this arena?

       

      If there are questions other than the above you would think are more pertinent and should be asked please feel free to let us know what they are.

        • Re: In-house Solarwinds to ServiceNow Integration: Basic Questions
          RichardLetts

          1. No -- personally we use the HTTP post from a solar winds Alert to our service now instance to create alerts (*).

           

          2. Not sure there is a question there. If it breaks, we/you get to keep all the pieces. I did the bit that does the HTTP post, and one of our application integration engineers did the JavaScript backend processing into creating incident tickets. (*)

           

          3. it works (*)

           

          4. Others are seriously considering off-the-shelf products to provide event management as a subsequent step / CSI of our incident management process. Mostly because the non-network alerting we have (i.e. the non-Solarwinds NPM bits) are so fragmented that the [other]people responsible for that bit need some help in coming up with a solution that works.

           

          *this is/was good as a first pass, but you will need to get some event management system if you want to put a lot of alerts into ServiceNow;

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          • Re: In-house Solarwinds to ServiceNow Integration: Basic Questions
            gnadivi

            Since you mentioned eyeShare for quickly integrating Solarwinds with ServiceNow, just thought I'd mention a few things:

            • The integration is bi-directional.  So eyeShare can not only receive alerts from Solarwinds & automatically create tickets in ServiceNow for them, but once eyeShare resolves the underlying incident, it can go back into Solarwinds to update & dismiss the original alert.  We call this a "Closed Loop Process" and eyeShare can often remediate incidents without the need for any human intervention.
            • As for ServiceNow, eyeShare can not only create tickets automatically, but it can also monitor ServiceNow's request queues and launch automated workflows for them.  For instance, if someone posts a request in ServiceNow to provision a VM, eyeShare can recognize & understand the request, then execute a workflow to provision the VM with whatever parameters the original request included.
            • The total time required to integrate both Solarwinds AND ServiceNow is less than 5 minutes (really).