ServiceNow ITSM Integration

The IPM AppDynamics APM, ServiceNow, and Dynatrace APM integrations all discover running applications in those products and add them to IPM. IPM 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 IPM might be required.

ServiceNow integrates with IPM 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 IPM tiers. IPM can import application descriptions, business service, and the set of all hosts that support that business service. IPM 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 IPM and ServiceNow enables Incidents to be automatically created, updated and closed within ServiceNow. Case updates in IPM cause Incident updates in ServiceNow, and Incident closure in ServiceNow closes the corresponding case in IPM.