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How to do MS SCOM integration with ServiceNow

Navnit1
Tera Expert

‎11-25-2023 06:16 AM

Hello Friends'!

 

We want to integrate MS SCOM 2022 with ServiceNow for Incident creation.

 

  • What is the best approach to it ? We don't have ITOM yet.
  • What are the prerequisites for this integration?
  • Any reference documents for the same

 

Please provide your help.

 

regards,

Navnit

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Kiran Teja1
Kilo Guru

3 weeks ago

Hi Navnit,

Integrating Microsoft System Center Operations Manager (SCOM 2022) with ServiceNow can be done in a couple of ways, but the best approach depends on whether you have ITOM licensing or not.

 

  1. Best Approach
  • If you have ITOM Health (Event Management + Metric Intelligence):
    The recommended and supportable method is to use the Out-of-the-Box (OOTB) SCOM Connector provided by ServiceNow.

              Benefits:

      • Officially supported (no custom code to maintain)
      • Leverages Event Management (event rules, correlation, noise reduction)
      • Optional bi-directional sync (SCOM alert resolution ↔ ServiceNow incident closure)
      • Aligns with CMDB for better service impact visibility

  • If you do not have ITOM Health yet:

           You won’t be able to use the OOTB SCOM Connector.

           Alternatives:

      • Use SCOM Notification Channels (e.g., SMTP/Email) to send alerts into ServiceNow’s inbound email actions (basic, but limited).
      • Build a custom integration via REST APIs (SCOM → script or middleware → ServiceNow API to create incidents).

    • These approaches work, but they lack correlation, noise reduction, and are harder to maintain.
    • If this is strategic for your organization, consider reviewing the business case for adding ITOM Health licensing, as it pays off in long-term maintainability.

 

  1.  Prerequisites (for OOTB Connector)

If you do move forward with ITOM Health (or plan to in the future), here are the key prerequisites:

  • Licensing / Entitlements:
    • Active ServiceNow subscription that includes ITOM Health (Event Management + Metric Intelligence).
    • Sufficient Subscription Units (SUs) to cover the nodes/alerts ingested from SCOM.
  • Infrastructure:
    • At least one MID Server (Windows-based, with .NET installed).
    • Network/firewall rules allowing the MID Server to communicate with the SCOM server(s).
  • SCOM Access:
    • Service account in SCOM / AD with appropriate permissions (read access to alerts, operator role if bi-directional sync).
    • Access to SCOM SDK DLLs (these are deployed on the MID Server).
  • ServiceNow Setup:
    • Credentials configured in ServiceNow (to authenticate to SCOM).
    • Connector Instance created under Event Management → Integrations → Connector Instances.
    • Event rules, alert mapping, correlation, and suppression defined.
  1.  Step-by-Step High-Level Process
  1. Planning & Discovery:
    • Review existing SCOM alerts, mappings, and what you want in ServiceNow (one-way or two-way integration).
    • Confirm ITOM Health licensing and SU availability.
  2. Setup MID Server:
    • Install and configure a Windows MID Server with SCOM SDK DLLs.
    • Create a credential entry in ServiceNow using the SCOM service account.
  3. Configure Connector:
    • Create a new SCOM Connector Instance in ServiceNow.
    • Define host details, MID Server, credentials, and whether to enable bi-directional sync.
    • Apply filters (e.g., only critical/warning alerts).
  4. Event & Incident Mapping:
    • Map SCOM alert fields to ServiceNow event/incident fields.
    • Configure event rules for correlation and suppression.
  5. Testing & Cutover:
    • Ingest test alerts, validate mapping and incident creation.
    • If bi-directional, confirm that incident resolution in ServiceNow updates SCOM alerts.
    • Monitor performance and alert noise.
  6. Rollout & Operations:
    • Document runbooks and train support teams.
    • Monitor MID Server health, connector errors, SU consumption.

 

  1. References


Recommendation

Since you mentioned you don’t have ITOM yet, your short-term option is a basic email/API integration.
But for a strategic, scalable, and fully supported integration, I strongly recommend adopting ServiceNow ITOM Health so you can leverage the OOTB SCOM Connector.


If you find my answer helpful, please mark it as Helpful or Correct so others in the community can benefit.

Thank You
Kiran Teja

 

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