ServiceNow

Introduction

ServiceNow is an industry-leading tool, and one of the many tools which CoreStack supports today.

ServiceNow can be used to categorize, create, and manage data tables in a CMDB format for keeping track of your organization’s virtual assets in the cloud (virtual machines, databases, etc).

In this user guide, we'll explain how users can integrate their existing ServiceNow account with CoreStack.

Adding ServiceNow Account in CoreStack

The following steps need to be performed to integrate a ServiceNow account.

1. Click the Settings icon on the top left of CoreStack and select Integrated Tools from the menu. The Integrated Tools screen will be displayed.
2. Select ServiceNow in the left menu under the ITSM section.
3. Click on the Add Account button.
4. Provide the following details to add the ServiceNow account:

5. Click on the Next button.
6. Select the products that must be governed using the ServiceNow account.
7. Click on the Next button.
8. In Tools Configuration, the latest 5 existing ServiceNow requests from the Auth URL that you have provided will be listed as a drop-down in the _Request Selection _field.
9. Select a Request ID or specify a new Request ID. The attributes associated with the selected Request ID will be retrieved.
10. Map these attributes with CoreStack attributes. To make the process simpler, you can click on SET DEFAULT.
11. Click on the Next button.

In the following screen, Action Mapping and Status Mapping from CoreStack to ServiceNow and vice-versa will be performed.

Catalog Mapping

The following steps need to be performed in the Catalog section of the ServiceNow configuration.

1. Click on ‘Add New’ link.
2. Select “Technical Catalog” in the Catalog Selection drop-down to serve Scenario 2 (i.e. CoreStack as a self-service portal). That will be Public Cloud Automation.
3. Select “Service Catalog” in the Catalog Selection drop-down to serve Scenario 1 (i.e. ServiceNow as a self-service portal). That will be Network & Infrastructure.

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Note:

For Scenario 1, user should configure all the catalogs in ServiceNow manually that are available in CoreStack.

Incident Management

The Incident Management section does not have any mandatory fields. The information provided in Configuration will be reflected in ServiceNow as per mapping.

Authorization

In this section, select the roles to which the integrated ServiceNow account should be available and click on the Finish button.

Approver Settings

To make Request Management work through ITSM, you should configure ‘Set the Approver’ as ITSM.

1. Click the Settings icon on the top left of CoreStack and select Account from the menu. The Account Management screen will be displayed.
2. Click on the Identity tab.
3. Select Azure SSO from the Auth Type drop-down list.
4. Click on Governance tab.
5. Click on “Modify Settings” button to edit the settings in the Self Service Configuration sub-tab.
6. Select “Approval Required” in the Method field.
7. Select the “External” option in the Category drop-down list.
8. Select the “ITSM” option in the Type drop-down list.
9. Click on Save Settings to save the changes.

This configuration will enable the orders placed to be sent for approval by an external user – an ITSM user (in ServiceNow).

Activity Queue Settings

The Activity Queue settings must be configured for “Self Service” and “Alert”.

1. Click Settings icon on the top left of CoreStack and select Tenants from the menu. Tenant Management screen will be displayed.
2. Select the required tenant from the list.
3. Select the Activity Queue Settings tab listed in the right-hand side.
4. Click on the edit icon.
5. Enable Alerts checkbox and select the ServiceNow account from the Integrated Tool Account dropdown list.
6. Enable Self Service checkbox and select the ServiceNow account from the Integrated Tool Account dropdown list.
7. Click on Apply icon to save the changes.

Alerts should be enabled and configured to get the Incident Management alerts in ServiceNow.

Self Service should be enabled and configured to make the ITSM request management working.

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Note:

Please refer to ServiceNow CMDB Integration to learn more about how to integrate a ServiceNow account with CoreStack to synchronize your configuration management databases.