Ways to integrate ServiceNow with Storage and Backup monitoring tools

[Nisha30]

Hello Experts,

Need some help in understanding ways to integrate ServiceNow with Storage/ Backup monitoring tools.

There can be a Spoke , or SMTP or SNMP to create incidents in ServiceNow

What way we can integrate ? are port openings and firewall needed in whatever method please assist

Thanks

[Mark Manders · Accepted solution]

SMTP is the simplest, but not advisable. I worked for one client that had almost all monitoring systems use SMTP, because it was the easiest way to setup and inbound email actions and flows gave the flexibility to do with it whatever they wanted. Until that evening that the email server stopped processing emails. No emails were received and the on call engineer woke up the next morning very well rested, but that one critical system that had been sending emails because it was no longer functioning, caused a lot of angry clients. The implemented a ping to the email server to make sure this didn't happen anymore, but email isn't a good way for monitoring.

At one of my current clients they are using SNMP and everything runs smoothly over the MID server, comes in, creates events/alerts/etc. You do need to make sure that your firewalls allow your tools to talk to the MID server. 

Related to the spokes: it depends on what tools you are using. If OOB spokes are available, you can check on the documentation. If not, you would need to create them yourself.

Also check on your company policies. I know that there are companies out there that won't allow their monitoring tools to talk to internet facing platforms (which ServiceNow is). The solution you choose can also rely on policy.

[Nisha30]

HI @Mark Manders 

Thanks for explaining and really helpful.

So in case SMTP , there is no other configuration or port opening required separately only developing -Email inbound actions is required if i understood correctly.

Thanks

[Mark Manders]

That's correct, although you may want to look at how you are letting the emails come in. You can just have them sent into the system directly or put an emailbox inbetween to have a bit more control on what is coming in and what not. But that depending on how your entire infrastructure is setup.