ServiceNow ITSM Integration

The IO AppDynamics APM, ServiceNow, and Dynatrace APM integrations all discover running applications in those products and add them to IO. IO uses the applications discovered by the first-executed function (AppDynamics APM, ServiceNow, or Dynatrace APM), and, after the other function executes, conflict resolution and manual reconciliation of differences as seen by IO might be required.

ServiceNow integrates with IO alarms, enhanced REST API access to reports, analytics, and case management CMDB. It also enables discovery/importation of applications directly from ServiceNow. It provides the ability to configure Tier Mapping to associate business criticality to IO tiers. IO can import application descriptions, business service, and the set of all hosts that support that business service. IO alarm thresholds are automatically associated with each tier. The application and the entire supporting infrastructure are included in this tiering setup.

The bi-directional integration between IO and ServiceNow enables Incidents to be automatically created, updated and closed within ServiceNow. Case updates in IO cause Incident updates in ServiceNow, and Incident closure in ServiceNow closes the corresponding case in IO.