Integrating with ServiceNow

As a tenant administrator, perform the following steps to integrate with ServiceNow, verify the integration, and view the collected topology data in various BMC products.

Before you begin

• You have read permissions for the following REST API endpoints in ServiceNow:
  • /api/now/table/cmdb_rel_ci
  • /api/now/table/cmdb_rel_type
  • /api/now/cimodel/cmdb_ci/fullclasshierarchy
  • /api/now/table/[type], where type is determined by querying fullclassheirarchy
  • /api/now/cmdb/instance/cmdb_ci
• You have permissions to access the ServiceNow UI.

• You have been assigned the ITIL role. For information about the ServiceNow roles, see the Base system roles in the ServiceNow documentation.

• You have the latest Technology Knowledge Update (TKU) required to collect the topology data from ServiceNow. To obtain the latest TKU, contact BMC Customer Support.

To integrate with ServiceNow

1. In BMC Helix Intelligent Integrations, on the  CONNECTORS tab, click in the SOURCES panel.

2. Click 

   ServiceNow

   .

3. Specify the following source connection details:

   1. Specify a unique instance name.

      Recommendation

      We recommend that you specify the instance name in the following format: 

      <sourceType>_<sourceControllerServerName>{_<InstanceQualifier>}                    

      The instance qualifier helps you to distinguish the multiple instances configured from the same source server. For example, you can name your instances as, SN_Host_PROD, SN_Host_TEST, and so on.

   2. Specify the ServiceNow host name and port number (default value is 443).
   3. Specify the user name and password. Ensure that the specified user can access the ServiceNow REST API.
   4. Ensure that the HTTPS check box is selected to indicate that you plan to use an https connection to the ServiceNow host.
4. Click VALIDATE AND CREATE.
   The specified connection details are validated and the corresponding source connection is created in the Source Connection list.

5. Select the source connection that you created from the list if it is not selected already.

   Important

   The destination host connection is created and configured automatically when you create a connection for a source. 

6. Clear the options for which you don't want to collect data.

7. Click the topology data type and specify the configuration parameters in the Collectors section as described in the following table:
8. Click CREATE COLLECTORS to create the required collector streams for the topology data type.
9. Click the topology data type and specify the configuration parameters in the Distributors section as described in the following table:
   
10. Click CREATE DISTRIBUTORS to create the required distributor streams for the topology data type.
11. Click one of the following buttons:
    • SAVE STREAM: Click this button if you want to edit the integration details before creating the instance. After you save the stream, the instance that you created is listed in the SOURCES panel. Move the slider to the right to start the topology data stream.
    • SAVE AND START STREAM: Click this button if you want to save the integration details and start receiving topology data immediately.

          For more information about data streams, see Starting-or-stopping-data-streams.

To verify the integration

In BMC Helix Intelligent Integrations, on the SOURCES panel, confirm that the topology data stream for the integration you created is running. Data streaming is indicated by moving colored arrows.

A moving light blue arrow () indicates that topology data is being streamed.

To view the topology data in BMC Helix Discovery

In BMC Helix Discovery, select Explore > Data, and click <count> Import Records in the Miscellaneous section. The Import Record List page shows the CI records received from ServiceNow. For information about records, see Managing your IT infrastructure.

To view services in BMC Helix AIOps

Before you view services in BMC Helix AIOps, create a Business Service model in BMC Helix Discovery. For information about creating models, see Creating a model. 

In BMC Helix AIOps, on the Services page to view the services for topology data received from ServiceNow.  For more information about services, see Monitoring services