Introduction to the ServiceNow CMDB SyncPack

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This section gives an overview of the "ServiceNow Configuration Management Database (CMDB)" SyncPack, which lets you integrate Skylar One with the ServiceNow Configuration Management Database (CMDB). This includes syncing Skylar One organizations with ServiceNow companies, Skylar One devices with ServiceNow CIs, and Skylar One device details with ServiceNow CIs.

For more information about how Skylar One integrates with ServiceNow, including uses cases, certifications, and customer feedback, see ServiceNow Integration at the ScienceLogic website.

What Can I Do with this SyncPack?

The "ServiceNow Configuration Management Database (CMDB)" SyncPack is the ScienceLogic integration with the ServiceNow Configuration Management Database (CMDB) Module. This SyncPack maintains and enhances the ServiceNow CMDB by discovering device information bi-directionally between Skylar One and ServiceNow and by automatically maintaining ServiceNow Configuration Item (CI) relationships.

This SyncPack includes the following applications:

  • Organization Sync. The "Sync Organizations from Skylar One to ServiceNow" application syncs organizations from Skylar One with ServiceNow companies. In this context, sync means that if you update a company in ServiceNow, the Organization Sync process will update the Skylar One organization with that information, and vice versa. For more information, see Syncing Organizations.

  • Device Sync. The "Sync Devices from Skylar One to ServiceNow" application syncs devices and virtual device relationships from Skylar One to ServiceNow. You can sync devices based on organization and collector group, and you can uses "mappings" to connect a Skylar One device class to a ServiceNow CI class. You can also collect manufacturer/model attributes from asset records aligned with devices in Skylar One and sync that information with ServiceNow. For more information, see Syncing Devices from Skylar One to ServiceNow.

  • Business Service Sync. The "Sync Business Services from ServiceNow to Skylar One" application syncs services that were defined in ServiceNow with business services in Skylar One, recreating the service structure in Skylar One, where you can see the relationships between all the components. For more information, see Syncing Business Services.

  • CI Attribute Sync. The "Sync CI Attributes from ServiceNow to Skylar One" application imports CI attributes from ServiceNow to the relevant asset and attribute fields in Skylar One. The CI Attribute Sync supports assets, asset configuration, asset maintenance, location, production statuses, and custom attributes. For more information, see Syncing CI Attributes from ServiceNow to Skylar One.

  • Discovery Sync. The Discovery Sync integration lets you use Skylar One for discovering and syncing ServiceNow devices. With Discovery Sync, you start a Skylar One discovery session from ServiceNow and then sync the newly discovered Skylar One devices or virtual devices and their data with ServiceNow. For more information, see Discovery Sync.

  • File System Sync. The "Sync File Systems from Skylar One to ServiceNow" application reads file systems discovered in Skylar One and then maps them to a parent CI record in ServiceNow. For more information, see Syncing File Systems from Skylar One to ServiceNow.

  • Installed Software Sync. The "Sync Software Packages from Skylar One to ServiceNow" reads all software packages from Skylar One and creates new CIs in ServiceNow. The "Sync Installed Software from Skylar One to ServiceNow" then reads all available software packages from Skylar One and the devices aligned to that software by region and syncs them with ServiceNow. For more information, see Syncing Installed Software between Skylar One and ServiceNow.

  • Interface Sync. The "Sync Interfaces from Skylar One to ServiceNow" application collects interface data from ServiceNow and Skylar One and runs multiple CI syncs for each interface to be synced. For more information, see Syncing Interfaces from Skylar One to ServiceNow.

Contents of the ServiceNow CMDB SyncPack

This section lists the Skylar Automation applications that are in the "ServiceNow CMDB" SyncPack.

Starting with version 3.5.0 of this SyncPack, the "Sync Advanced Topology from Skylar One to ServiceNow" application was removed. The functionality in that application was added to the "Sync Devices from Skylar One to ServiceNow" and the "Sync Interfaces from Skylar One to ServiceNow" applications.

Skylar Automation Applications

The following applications are included with the "ServiceNow CMDB" SyncPack:

  • Cache ServiceNow Companies, CIs and Skylar One Orgs, Device Classes. Reads all existing Skylar One Organizations, Skylar One Device Classes, ServiceNow Companies, and ServiceNow CIs and writes them to a cache. To perform a Device Sync, you must run this application before you run the "Sync Devices from Skylar One to ServiceNow" application. Before version 3.5.0 of this SyncPack, this application was named "Cache ServiceNow CIs and Skylar One Device Classes".
  • Create Custom Attributes and ServiceNow Custom Link in Skylar One. Creates custom device attributes in Skylar One, which Skylar One uses to create a custom link in Skylar One that redirects to the ServiceNow CI.  In Skylar One the link appears as a ServiceNow link in the Tools menu on the Device Investigator window for the corresponding device.
  • Delete Devices from Skylar One. Lets you delete devices in a specific Skylar One Virtual Collector Group if those devices have not been modified in Skylar One for a specified amount of time that is set in the application.
  • Generate Required CI Relations for ServiceNow. Pulls device class mappings from the "Sync Devices from Skylar One to ServiceNow" and the "Sync CI Attributes from ServiceNow to Skylar One" applications to prevent you from having to add a separate set of class mappings. The application also lists any missing relationships in the Step Log in the Skylar Automation user interface. Please note that this application is a report used by Skylar Automation, and it does not send any data to ServiceNow.
  • Report: Identify Unmapped Devices Classes. Pulls the class mappings from Device Sync and Attribute Sync and compares the mappings with the full list of device classes of discovered devices in Skylar One. The application generates a report on the Reports page that lists missing mappings, and if any device classes are unmapped, the application generates an event in the target Skylar One system.
  • Sync Business Services from Skylar One to ServiceNow. Reads Business Services, IT Services, and Device Services in Skylar One and syncs them with business services in ServiceNow. This application creates and updates services, but it does not delete services.
  • Sync Business Services from ServiceNow to Skylar One. Syncs services that were defined in ServiceNow with Business Services in Skylar One. By syncing services from Service Now to Skylar One, you can see the relationships between the service components, the application components, and the infrastructure components in Skylar One.
  • Sync CI Attributes from ServiceNow to Skylar One. Reads CI attributes from ServiceNow and maps those attributes to asset and attribute fields in Skylar One. This application uses the mappings and additional attributes options from the "Sync Devices from Skylar One to ServiceNow" application. This application can also sync the location and production state attributes from ServiceNow to Skylar One.
  • Sync Device Groups from Skylar One to ServiceNow. Collects all device groups and group IDs from Skylar One and posts device group data to ServiceNow. To prevent errors when running this application or a device sync, make sure that the device group names are not already being used by existing groups in ServiceNow.
  • Sync Devices from Skylar One to ServiceNow. Syncs devices and their properties and relationships from Skylar One to ServiceNow.
  • Sync Discovery Requirements. Processes credentials from Skylar One, processes collector groups, device templates, virtual device classes, and collectors, and then syncs organizations and device groups.
  • Sync Discovery Session Status from Skylar One to ServiceNow. Collects and processes Discovery sessions from Skylar One, and collects Discovery session logs.
  • Sync Discovery Templates from Skylar One to ServiceNow. Syncs Skylar One discovery sessions that contain a configured string to ServiceNow and creates Service Catalog templates in ServiceNow. You can use those templates for discovering or monitoring CIs.
  • Sync File Systems from Skylar One to ServiceNow. Reads file systems discovered in Skylar One and then maps them to a parent CI record in ServiceNow.
  • Sync Installed Software from Skylar One to ServiceNow. Reads all available software packages from ServiceNow and the devices aligned to that software by region and syncs them with Skylar One. Run this application after running the "Sync Software Packages from Skylar One to ServiceNow" application.
  • Sync Interfaces from Skylar One to ServiceNow. Collects network interface data from ServiceNow and Skylar One, and then runs multiple CI syncs for each interface to be synced.
  • Sync Organizations from Skylar One to ServiceNow. Pulls organizations from Skylar One and syncs to ServiceNow.
  • Sync Service Requests from ServiceNow to Skylar One. Processes Discovery sessions and posts Discovery sessions and new virtual devices to Skylar One. Also enables device decommissioning for devices you no longer want to monitor. This application was formerly named "Sync Discovery Session Requests from ServiceNow to Skylar One".
  • Sync Software Packages from Skylar One to ServiceNow. Reads all software packages from and creates new CIs in ServiceNow. Run this application before running the "Sync Installed Software" application.

Skylar Automation Applications (Internal)

To view the internal Skylar Automation applications, click the Filter icon () on the Applications page and select Show Hidden Applications. Internal applications are hidden by default. The following applications are "internal" applications that should not be run directly, but are automatically run by applications from the previous list:

  • Bulk Delete Devices. Deletes devices from Skylar One.
  • Create Discovery Session in Skylar One. Creates and starts a Discovery session in Skylar One and updates the ServiceNow service request.
  • Create ServiceNow CI. Creates a new ServiceNow CI with a mappings dictionary, but does not attempt to look up new CIs.
  • Create Virtual Device in Skylar One. Creates a virtual device in Skylar One and updates the Requested Item (RITM) value.
  • Post Attribute DB Calls to Skylar One. Posts attribute database calls to Skylar One.
  • Post Attribute Rest Calls to Skylar One. Posts attribute REST calls to Skylar One.
  • Post Company and Organization Updates. Posts company and organization updates to ServiceNow or Skylar One.
  • Post Discovery-dependent Data to ServiceNow. Posts data used by a Discovery session to ServiceNow.
  • Post Installed Software to ServiceNow. Posts installed software data to ServiceNow.
  • Post New Companies to ServiceNow. Posts new companies to ServiceNow.
  • Post New Organization to Skylar One. Posts a new organization to Skylar One.
  • Process Remove Device Requests from ServiceNow to Skylar One. Pulls requested device information form Skylar One and validates the requests to remove a device from monitoring. Removed devices are placed in a Skylar One Virtual Collector Group.
  • Pull and Post Discovery Logs. Pulls Discovery session logs from Skylar One and posts updates to ServiceNow.