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Introduction

Enterprises continue to invest heavily in modernizing their IT infrastructure. That leaves network administrators and NOC analysts challenged with effectively monitoring an evolving digital landscape. The goal becomes to meet the service needs of customers and ensure the underlying infrastructure is resilient. Connecting performance and uptime telemetry from CloudReady into incident management systems like ServiceNow can yield improvements in corporate employee satisfaction and productivity while accelerating change.

Despite the efforts in modernizing and building a robust infrastructure, IT teams on a routine basis deal with application, database, hardware, or software outages that can last from a few minutes to several days. These types of Incidents can cause financial losses to businesses and damage its reputation. Sadly, outages caused due to software configuration changes or any other reason still remain valid and exist in the industry today. According to the Ponemon Institute, the cost of an unplanned outage can cost around $5,000 per minute. The longer an outage remains open, the higher the downtime cost to a business along with potential loss of customers.

The Growth of ServiceNow (SNOW)

According to Forbes, seven years ago, ServiceNow’s (NASDAQ: SNOW) market share in IT service management stood at about 10%. By 2019, the company’s market share had sky-rocketed to 40% of the market. ServiceNow claims 42% of the 2,000 largest global companies among its customer base and has an incredible 97% retention rate.

ServiceNow Logo

Cloud service, provider and Internet outages continue to plague the best network and SaaS designs. Information Technology professionals must respond to these outages on a daily basis.

Responding to Outages

Several firms today utilize incident tracking and service management tools such as ServiceNow, Remedy, Azure Monitor, and Microsoft Systems Center Operations Manager to immediately mitigate outage risk. These tools can be effective in tracking incidents, capturing details in ticket entries, assigning and escalating tickets, and building custom workflows.

But these incident management tools rely on an upstream application monitoring system to send them notifications. Recently, Microsoft Teams suffered an outage due to expired certificate. Onsite support teams were able to able to detect it earlier, thanks to Exoprise CloudReady.

CloudReady Alerts

Hooks, Workflow, and Automation

CloudReady makes it easy to integrate with tools such as ServiceNow via Alarm Web Hooks, Email Hooks or on-premises log integration. The web hooks are designed to send HTTP post requests to the tool or RESTful URL of your choice. In addition to delivering standard alert emails to the recipient groups, CloudReady can dispatch real-time alerts to ServiceNow. Recent product releases from Exoprise offer improved API integration capabilities that allow different ways ServiceNow can consume and disseminate CloudReady real-time alerts. Within CloudReady, one can view and manage alarms in a single dashboard. Based on user permissions, the administrator can view the alarms and other elements such as the history of events, deployed sensors, recipient groups, etc.

ServiceNow Integration Support

ServiceNow, the leader in Information Technology Service Management (ITSM), has terrific support for integrations, incident management and workflow automation. Here are some of the relevant documents and information on how to connect for ServiceNow integration:

Incident Management for Office 365 with CloudReady

Configuring CloudReady Web Hooks for ServiceNow

The process to create a Web Hook in CloudReady to third party applications like ServiceNow is simple. When signed into CloudReady account, navigate to the Alarms section on the left. Under Alarms > Settings > Web Hooks, click ‘Add’ to create a new Web Hook. Let’s walk through the remaining steps one by one.

1. Enter the name for the Web Hook

Web Hook Name

2. Determine and enter the target endpoint

To create ServiceNow ITSM incident, enter the URL of ServiceNow incident endpoint in the ‘Target URL’ box as shown below. Its going to be something like: https://instance.service-now.com/api/now/v1/table/incident depending on what version of ServiceNow you are using and your plan.

ServiceNow Integration Incident Endpoint

 

 

 

3. Enter authorization header

Check the ‘Enable Basic Authorization’ box if ServiceNow requires authentication and enter a username with a password.

Authorization Header

4. Develop payload template

The template body sends a custom text to the web hook’s target URL. Several alarm properties can be used to create the template. Each variable property is to be surrounded by ‘$’. Check the ‘Enable Ring Event’ box and edit the template body as needed.

Web Hook Payload

The full set of fields that are supported by ServiceNow’s table API are beyond the scope of this article. There are numerous references in ServiceNow’s documentations on how to create incidents with proper fields:

https://docs.servicenow.com/bundle/geneva-servicenow-platform/page/integrate/inbound_rest/reference/r_TableAPI-POST.html

5. View newly created Web Hook

Click Save and view your newly created Web Hook connection to ServiceNow.

Web Hook

The resulting incidents in ServiceNow would look similar to below where each incident would correlate to single or multiple alerts in CloudReady.

ServiceNow Incident List
Sample ServiceNow Incident Dashboard

Summary

Often, it’s not the ‘what’ but the ‘how’ that matters in dealing with service outages. To efficiently track all outages and become productive, IT operation teams need a comprehensive view of all incidents in a single service desk tool such as ServiceNow. Exoprise CloudReady provides a seamless built-in API integration via Web Hook with ServiceNow to help teams streamline and efficiently manage their incident management automation workflow. The deployed agents of Exoprise collect sensor outage data anonymously and pass this critical information to third-party tools in real-time. Customers can detect outages faster with CloudReady and escalate issues to the right teams with ServiceNow.

To learn about CloudReady and obtain a free trial, click here.

Sid Kumar

Sid Kumar

Sidharth Kumar is Director of Product Marketing and enjoys hearing about, discovering, and helping customers get value from Exoprise products.

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