Integrating Critical Systems B0-24 Integrations

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Integrating Critical SystemsB0-24Integrations

• Jacob Andersen
• Senior Consultant
• Service-now.com

David Loo Senior Developer Service-now.com
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Outline of Presentation

• Integration of critical systems
• Types of systems we can integrate
• Examples of integrations for which we have
  plugins / documentation
• Case study and process flow of actual integration
• Integration techniques
• Technologies that we support to handle
  integrations
• Discuss when one technology is advantageous over
  a different one (SOAP vs email)
• Address basic questions regarding integrations
• Showcase integration

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discussion points
Enterprise Critical Systems

• Network Monitoring
• Content Management Database (CMDB)
• Human Resource Management Systems
• Financial Systems
• Facilities Management Systems
• Service Management Systems
• Other

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Integrating with Network Monitoring Systems

• Inbound
• Alarm Notification
• Incident created / updated
• Relationship to relevant CMDB item
• Outbound
• Alarm
• Acknowledgement
• Update
• Closure

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Integrating with Network Monitoring Systems

• Product integration examples
• IBM Tivoli TEC
• HP Openview Operations
• MS System Center Operations Manager (SCOM)
• IBM/Micromuse NetCool
• Dell Silverback
• NimSoft NimBus
• LPI Level Platforms

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Case Study 1Microsoft System Center Operations
Manager (SCOM)
Service-now
MS SCOM
SCOM Alarms
W S I S
Incidents
Service-now SCOM Connector
SOAP / HTTPS
Transform
update_alert.exe
MID Server
E C C
Listener
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Integrating with Configuration Management
Databases (CMDB)

• Product integration examples
• Microsoft SMS
• Altiris
• Avocent LANDesk
• IBM Tivoli CCMDB
• AssetCenter
• Centennial

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Case Study 2Avocent LANDesk
Service-now
LANDesk SQLServer
E C C
W S I S
CMDB
MID Server
Transform
JDBC Data Source scheduled import (Load and
Transform) via MID Server
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Integrating with Human Resource Management Systems

• Authentication and Authorization
• Single Sign-on
• Identity Management
• Inbound
• Users
• Groups and Roles
• Locations and Departments
• Outbound
• External Processes
• Accounts and Email
• Provisioning

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Integrating with Human Resource Management Systems

• Products / technologies integration examples
• Active Directory / LDAP
• CA SiteMinder
• Novell eDirectory
• PGP Encrypted Tokens
• Digest Hash
• SAML 1.1
• Tivoli Access Manager
• Oracle PeopleSoft
• CA Identity Manager

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Case Study 3Security Assertion Mark-up
Language (SAML)
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Integrating with Financial Systems

• Inbound
• Incidents
• Purchase Orders
• Outbound
• Assets

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Integrating with Financial Systems

• Examples of financial systems we integrate with
• Oracle Financials

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Integrating with Facilities Management Systems

• Inbound
• Incidents
• Work Order updates
• Outbound
• Create Work Orders

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Integrating with Facilities Management Systems

• Examples of facilities management systems we
  integrate with
• Manhattan CenterStone

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Integrating with Other Service Management Systems

• Mirroring / Migration / Federation
• Inbound
• Tickets
• Change Requests
• CMDB
• Outbound
• Tickets
• Change Requests
• CMDB

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Integrating with Other Service Management Systems

• Products / technoloties integration examples
• RightAnswers (knowledge)
• HP Openview ServiceDesk
• BMC Remedy
• Salesforce.com
• Oracle Financials
• Manhattan Software
• Others

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Case Study 4Salesforce.com
Salesforce.com
Service-now
Scripted WS
SOAP / HTTPS
Incidents
Issues
M
E C C
Listener
WS
SOAP / HTTPS
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Other

• Procurement Systems - JMS / XML / Web Service
• Knowledge Management Systems
• Incident Tie-in - Known Errors
• Portals
• Knowledge Management
• Reports
• Single Sign-on
• Showcase at the end
• Computer Telephony
• Outlook - Change Management

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discussion points
Integration Techniques

• Email
• System Import Sets
• Web Services
• MID Server
• Installation Exits
• URL Launch

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Email

• Inbound
• Parse headers and body into fields of new records
• Parse XML document (content-type text/xml)
• Outbound
• HTML body
• XML body
• Send SMS messages

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System Import Sets

• Load Data Source into Import Set Tables
• XLS / CSV / XML / JDBC
• File Attachment / FTP(S) / HTTP(S) / SCP
• Import Sets
• Transform
• Table to Table mapping
• Scripting / Conditional Scripting
• Data formatting and conversion
• JDBC via MID server
• Web Service Import Sets

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Web Services

• Secure
• HTTPS / Authenticated / Roles
• Standard WS-I Basic Profile compliance
• Dynamic - automatic table level WSDL
• Insert / Update / Delete / Query
• Web Service Import Sets
• Import Set Tables
• Transform Map
• Customized Response
• ECC Input / Output Queue
• Process any XML document payload - Synchronously
  or Asynchronously

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MID Server

• Java Integration Agent
• Runs in customers environment
• Overcome firewall rules / secure network
  configurations
• Authenticated HTTPS communication with
  Service-now ECC Queue
• Run custom APIs, Command Line Interfaces, JDBC
  connections to systems
• JDBC Data Source (import sets)

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MID Server
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Installation Exits

• Intercept Login process to provide Single Sign-on
  credentials
• Intercept Logout and provide alternate URL upon
  logout
• Custom Login authentication
• SiteMinder
• Digested Token
• SAML
• BouncyCastle Encrypted Token

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URL Launching

• Launch Out
• Use URL field type to dynamically construct a URL
  into another Web interface
• Launch In
• Most Service-now tables are URL accessible with
  the right credentials
• Embed in custom iFrame
• JSR 168 Portlets

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discussion points
Common Questions

• What products can Service-now integrate with?
• Which integration method should we use when
  integrating with product X?

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Sample of Integrating Products
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Which Technique Should I Use ?

• Data
• Events
• Content
• Accessibility
• Protocol
• Network Security
• Skill set / Existing Integrations
• SOAP Web services
• Email
• XML / CSV / XLS
• Perl / .NET / MiddleWare

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Integration Showcase

• Portal Integration with Facebook
• A successful experiment in UI integration

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Integration Showcase

• Portal Integration with Facebook

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Integration Showcase

• Portal Integration with Facebook

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Integration Showcase

• Portal Integration with Facebook

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Training Sessions

• Web Services Tues 100 PM - Salon A
• Using LDAP for Authentication as a Data Source
  Wed 220 PM - Salon E
• Build an Effective CMDB and Integration with
  Asset Data Wed 110 PM Salon A
• Inbound Outbound Email Thurs 900 AM - Salon
  E
• RightAnswers Using Knowledge Management
  Thurs 1120 AM - Salon D
• Integration with External Authentication (Single
  Sign-On) Thurs 1120 - Salon E
• Incident Integration with Systems Management
  Tools Thurs 1240 PM - Salon C
• Import Sets Thurs 1240 - Salon E

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Additional Resources

• http//wiki.service-now.com/index.php?titleAvail
  able_Integrations
• http//wiki.service-now.com/index.php?titleEmail
  _Notification
• http//wiki.service-now.com/index.php?titleImpor
  t_Sets
• http//wiki.service-now.com/index.php?titleWeb_S
  ervices
• http//wiki.service-now.com/index.php?titleMID_S
  erver
• http//community.service-now.com/forum/support/de
  velopment-integration

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QA
Integrating Critical Systems
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