This integration enables bi-directional communication between the Zenoss monitoring platform and ServiceNow Incident Management. This communication allows the user to create incidents, automatically populating the incident with relevant data from the monitoring platform, and it also allows the Zenoss platform to automatically create incidents when specified criteria are met.
Native Integration With Incident Management Tools
For most IT Ops and IT service management teams (ITSM), avoiding service disruptions is not easy. Teams struggle to communicate effectively or to identify the root cause of an issue due to a large number of monitoring tools in use and the existence of monitoring silos in most IT environments.
Integrating Zenoss with the ServiceNow incident management solution enables services desk professionals to use Zenoss events as triggers to automatically create, update and close incident tickets. The API-based integration reduces alert noise and allows IT Ops and ITSM teams to focus on up-to-date, accurate and actionable information, available at all times, to initiate the resolution process quickly and minimize the negative impact of the disruption on the business.
Align IT Ops & ITSM
- Get a shared resource for IT teams to work together efficiently during service disruptions
- Align IT Ops and ITSM teams to seamlessly share relevant information on issues
- Improve resource coordination between IT teams to cut down on human error
Minimize MTTR With Zenoss
- Improve mean time to resolution (MTTR) by updating events as they flow through your incident management system
- Proactively identify incidents, troubleshoot and resolve issues by gathering relevant information on events before service disruptions occur
- Bidirectional, consistent information flow with key ticketing systems
Improve Operational Efficiency
- Eliminate the need to manually create tickets for certain disruptive events
- Automatically generate tickets when anomalies are detected to reduce the need for manual input
- Reduce downtime associated with user-initiated notification of events and improve staff productivity and automation across IT Ops
Add Event and device URL fields to the incident table, and update mappings to populate by default
Add incident state as one of the properties whose mapping can be customized
Update the role in SN to add the import_transformer role so we can use the import set API
This integration requires the Incident plugin on the ServiceNow platform