Recently, ScienceLogic hosted a webinar featuring Brian Amaro, Senior Infrastructure Analytics Architect at Kellogg, and his work integrating ServiceNow with ScienceLogic.
Brian struggled to maintain accurate asset information in his ServiceNow CMDB. He also wanted to automate operations by integrating alerts from his performance monitoring platform with his ServiceNow help desk.
During this webinar, Brian shared three key lessons learned from the integration process:
- Plan for different data and process requirements.
- Whether you have a CMDB or not – if you haven’t done this type of automation before, where you can make people accountable for content and accuracy, you must invest the time to determine how best to populate and keep your CMDB up-to-date. You should expect to have different requirements for data and processes — what data is needed, where and how the data is collected, and how will it be used across parts of your organization.
- Define how you want your incident management process to work.
- You should consider a variety of scenarios upfront, such as what incidents you want created, how you will prioritize them, what information you want provided, who should be notified, how you will determine severities, what you will auto-resolve, how you’re going to update the ticket with all the info over time, or if you’ll need to create a new ticket every time, and so on. With ScienceLogic, you can do all of this. Other vendors don’t give you the same flexibility ScienceLogic provides with their built-in automation. You can use a ton of information already available in ScienceLogic to map to your ServiceNow CMDB, so you can drive even more automation.
- When designing your process, you should consider — for everyone involved – when and how they want to receive these incidents.
- It’s not a matter of what monitoring thinks is right or what infrastructure thinks is right.
Brian didn’t anticipate the volume of incidents resolving automatically. His support team wanted auto-resolution, but the infrastructure teams didn’t want auto-resolution because they wanted to track every incident. So, you should get your application team owners, your support teams, your service provider, if appropriate, and any other stakeholders working with you. Host a workshop to determine how the process should work for everyone involved. Decide exactly what can and should be automated.
Watch the full version of the webinar to learn more about how Brian helped Kellogg realize more than $2 million in productivity gains through automation between their IT service assurance and IT service management platforms.