Bi-directional integration between ServiceNow and HP Service Manager 9(SM 9) for incident management

[ashoks]

We need to do a bi-directional integration between ServiceNow and HP Service Manager 9(SM 9) for incident management. Does any one have some information on the procedure to be followed? Which web service needs to be used? Also apart from incident field details, is any other information required from SM 9 during the initial stage?

[Rajesh Mushke]

Hello Ashok S,

The Do IT Wise Integration Hub is an application used for Closed Loop Incident Process between ServiceNow and HP Operations Bridge (HP OMi 10.x and HP BSM 9.2x). HP Operations Bridge operates with the necessary HP monitoring tools and shows the end results of this monitoring into a single console. In order to make the CLIP easier, the Do IT Wise Integration Hub automates most of the processes — incident creation based on specific trigger conditions occurring in the monitored systems, synchronization between the updates of events/incidents, manual actions.

CLIP between Solarwinds, OMi 10 and ServiceNow - YouTube

Key Features

• Synchronize HP BSM/OMi Events with ServiceNow Incidents in a Closed Loop Incident Process
• Synchronize HP BSM/OMi Events with ServiceNow Events
• Synchronize ServiceNow Changes with HP BSM/OMi Downtimes
• Retain bidirectional sync between the Events and the Incidents
• HTTPS Based communication
• Manual and automatic incident creation
• Asynchronous data exchange
• Groovy scripts are NOT required
• User configurable mapping between OMi event attributes and ServiceNow incident fields through XML Mapping customizations
• Proper CI assignment of the incidents
• Direct link in the OMi event pointing to the incident in ServiceNow
• Audit Trail for event and incident creation
• Compatibility between ServiceNow Fuji/Geneva/Helsinki and HP BSM 9.2x/OMi 10.x

Pricing:Please contact us at info@doitwise.com to get the pricing information.

System Requirements

• ServiceNow Fuji/Geneva/Helsinki release
• HP BSM 9.2x/OMi 10.x
• Do IT Wise Integration Hub Adapter installed on a seperate host and added a Connected Server in HP BSM 9.2x/OMi 10.x.
• Connectivity (direct or through a MID server) from the ServiceNow instance to the DoITWise Integration Hub Adapter host

Release Notes

• Compatibility with ServiceNow Fuji, Geneva, Helsinki & Istanbul
• Added the feature for ServiceNow Changes to trigger downtime events in HP BSM/OMi
• Added the feature to transfer the HP BSM/OMi events to the ServiceNow Event Management
• Conditional mapping using logical operations
• Linux support for the Do IT Wise Integration Hub

Other Requirements

• DoITWise Integration-Hub 2.0 or later (Separate install on a Windows/Linux machine with local network access to HP BSM/OMi instance).

Please Refer :

https://store.servicenow.com/sn_appstore_store.do#!/store/application/ee400eb10f405a0023ba86bce1050e...

[prashantnagaral]

Hi Ashok,

ServiceNow offers a couple of integration methods like SOAP and REST APIs to integrate with HP SM 9. I can see HP SM 9 support REST API's so I recommend use REST API's to meet the bi-directional integration with Service-now. You can start with basic flow like sending ticket information from SNOW to HP SM and visa versa then you can extend the solution including attachments and few other criteria's like what to be done for closed incidents

Integration Overview - ServiceNow Wiki

List of Available Integrations - ServiceNow Wiki

Mark this as answered if above information is meet your requirement.

Regards

Prashant Nagaral

[Rajesh Mushke]

Hey Ashok,

can you please close this thread, then only this will be helpful for other community users.

Let me know if that answered your question. If so, please mark the response as correct so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list. Thank you

How To Mark Answers Correct From Community Inbox