ServiceNow Alliance

ServiceNow

Closed Loop Analytics and IT Operations

Today, all businesses are digital businesses. Not only do they rely on next generation digital infrastructures and applications to deliver unmatched user experiences; they differentiate themselves with software. They also gain their competitive edge through superior performance and availability. All of this requires complex digital infrastructures that are difficult to scale, support and maintain. As a result, , foundational support and management systems must have tight integration and automation to simplify and streamline the challenge wherever possible.

Why SevOne and ServiceNow

SevOne has partnered with ServiceNow to provide a certified and automated two-way integration that closes the loop between insights and action to drive unmatched IT operational efficiency. The result is a simple, powerful and scalable closed loop analytics solution that not only generates operational insights, but automates the resolution process, drastically streamlining and simplifying the managing and maintaining of next generation digital infrastructures.


SevOne brings real-time infrastructure management and alerting to ServiceNow, automating the creation of service incidents and tickets, enriching the information provided to operations teams, and drastically streamlining troubleshooting and problem resolution. At the same time, ServiceNow populates SevOne’s platform with environment, user, and device information and metadata, ensuring clear communication and common intelligence between application, networking, systems and IT operations teams. This combination of technologies provides a real-time solution for alerting on and resolving problems before they impact end-users and customers.

 

Integration Features & Benefits

Closed Looped Integration

sevicenow-sevone-closed-loop

Answer these critical questions:

  • Where are performance degradations having an impact in the organization?
  • What is the root cause of the disruption within the infrastructure?
  • What part of the application is affected and which users are affected?

Key Features

  • Certified, bi-directional integration.
  • Auto-creation of incidents in ServiceNow when alerts are triggered in SevOne.
  • Auto-acknowledgement of SevOne alerts when incidents are resolved in ServiceNow.

Key Benefits

  • Real-time notification of business-impacting events across complex infrastructures.
  • Correlation of machine-based events and user tickets.
  • Automated actions to reduce outage times.
 

ServiceNow Partner Videos

 
 

Closed Loop Integration: Alert Stats and Actions Table

SevOne Alert State

SevOne Alert State ServiceNow Action
New Create Incident
Clear Resolve Incident
Recurrance Update incident occurrence count and timestamp
Acknowledge (optional) Change the incident to ‘Resolved’ state and update the close notes field to ‘Alert has been acknowledged by <user name>’ 
Ignore (optional) Change the incident to ‘Cancelled’ state and update the close notes field to ‘Alert has been ignored by <user name>’ 
Assign (optional) Change the incident to ‘Assigned’ state and update the work notes field to ‘Alert has been assigned to <user name>’ 

ServiceNow Incident State

ServiceNow Incident State SevOne Action
Assigned Update ‘comments’ field to ‘Alert has been assigned to <user name>’ and set ‘Assigned To’ field to <user name> 
Work in Progress Update ‘comments’ field to ‘Alert has been assigned to <user name>’ and set ‘Assigned To’ field to <user name>
Pending Resolution Update ‘comments’ field to ‘Alert has been resolved by <user name>’ 
Resolved Update ‘comments’ field to ‘Alert has been resolved by <user name>’, and Clear Alert
 

Trusted Partner

The integration of SevOne and ServiceNow has been certified by ServiceNow. At SevOne we work closely with ServiceNow development teams to ensure we remain at the forefront of supporting current and emerging ServiceNow capabilities.

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