SAP Solution Manager ChaRM/SNOW Integration

[scottdw]

Hi all ...

I am new here, and I am also somewhat new to Service Now.   I was exposed to it a few years ago, and there were many things I really liked about it, and some things I did not (it was due to it being hosted, and the configuration was locked down).

Today, the company I work for is entering the 2nd phase on the SNOW implementation, and it is focused heavily on Incident and Change Management.   We are exploring the idea of communication between SAP Solution Manager ChaRM and Service Now as a way of automating the transport tracking from SAP, and populating that information into a change request in SNOW.

Instead of blazing a new, uncharted course in this area, I am hoping that some folks here have already made this journey.   I am looking for ideas, advice and perhaps some mentoring on this.

Sorry to be so brief on this, but I wanted to start the dialogue.

Thanks in advance!

Scott Watson

[chrisrev1]

There is no such out of the box integration between Service Now and SAP/Solution Manager ChaRM. I am assuming that you want to integrate at the change level and have Service Now manage the workflow portion while ChaRM manages the movement of transports, etc?I am quite sure that this will turn out to be a significant consulting engagement to integrate the two. For the money, resources and time that will be involved, you might want to take a look at Rev-trac Platinum. The integration with Service Now is quite simple and included in the Rev-trac licenses. Check it our when you have time at www.rev-trac.com. I also have a short integration video that can help you see userability.

[lesleyklinger]

I have been on this same quest for over 18 months.  Been living swivel chair between ChaRM and SN - SN is our ITSM tool, Solman 7.2 to manage SAP environments and Transports.

Am discussing with several integration partners but most are strong on one side or the other.  We need not just ChaRM, but also Techmon Alerts into SN incidents.

If anyone would like to chat please let me know.  

Thank you, Lesley Klinger

ITSM Lead Analyst

Information Services | The Hershey Company​

LesleyKlinger@hersheys.com

200 Crystal A Drive, Hershey, PA 17033

[CurMac]

There is an easy way,  maybe kind of a hack way to do it, but if your ok with using SIDadm and TP its pretty easy to script with powershell.  it took me a week to pick it up but I made a simple script to download all of our open changes from service-now and process them using TP.   With service-now you can create a rest end point "URI's"  which you can call via powershell that will return a JSON file that is easy to process via powershell.  Using Powershell you can download all of your approve changes and format them in a TP call to process them in SAP.   We have it setup in our QAS environment and are building it out now using a SQL database to keep track of everything to provide more features.  It might sound  complex but I'm not a developer, it took me a day to build the powershell script to do the simple aspect of just downloading the approved changes and processing them.   Hopefully this helps but if you looking for a more direct solution rather then calling TP you would need a developer to program that on the sap side. 

[Tam_s Holics]

Dear Lesley,

You can automatically create ServiceNow incidents when Techmon alerts are raised using this SAP add-on:

https://sta-technologies.com/integration-of-itsm-platforms-with-solution-manager-monitoring-and-aler...

This also have an optional counterpart in ServiceNow, which allows you to have all SAP technical details saved to ServiceNow tables: https://store.servicenow.com/sn_appstore_store.do#!/store/application/1db2e0c24fb0130018f738a18110c7...

Best regards,

Tamás

[Tam_s Holics]

Dear Lesley,

We have successfully implemented a bidirectional ServiceNow - ChaRM interface (sync of CRs and ChaRM Change Documents and automatic SAP transport creation). Also, we have an out-of-the-box SAP add-on that can create ServiceNow incidents (or Events) when Solution Manager Alerts are triggered:

Please get in touch through our website https://sta-technologies.com if you are interested.

Best regards,

Tamás