This article provides an overview of the features available in the AppDynamics and ServiceNow integration. AppDynamics provides application context within ServiceNow to improve and facilitate incident, change, and event management. You’ll be able to:
This integration contains the following components:
(Optional) HTTP Template (event-request-template.vm) downloadable from the extensions page
Looking at the AppDynamics flowmap and the ServiceNow Event Management Dashboard, you can correlate infrastructure events with application and business events. The following AppDynamics entities will be exported to ServiceNow CIs.
This additional context can help your service management team better prioritize changes and incidents. In the past, you could see multiple alerts but may not have been sure which one was most important. If one alert came from the infrastructure (as shown in red below), you had no idea which application(s) the server could have impacted, and therefore wouldn’t know how to prioritize alerts by business impact. By synchronizing the AppDynamics flowmap with the ServiceNow Configuration Management Database (CMDB), you can determine the severity of an alert and resolve issues faster.
Please Note: The ServiceNow CMDB sync can also be used without the use of the Event Management module. Use cases for this data would be using application or business transaction aligned ITSM processes that you are already driving through the ServiceNow platform such as Incident, Problem, and Change
AppDynamics also integrates directly with ServiceNow to create tickets when a health rule is violated. For information on how to configure health rules in your Controller, click here. You can then use your existing ticketing infrastructure to let your operations team know when performance issues arise. The following link provides details on installation steps, YAML validation, password encryption, and workflows: AppDynamics ServiceNow REST API Alerting Extension
Version 3 of the AppDynamics and ServiceNow integration provides support for ServiceNow Operational Intelligence. Using the AppDynamics-ServiceNow Data Sync, an integration server, metrics will flow directly from your SaaS or on-premises Controller to your ServiceNow instances via an API.
You can use ServiceNow features like anomaly detection and alerting for automated ITSM and ITOM workflows driven by deeper insights into your infrastructure and applications. You can display metrics like calls per minute, average response time, errors per minute, number of slow and very slow calls, and number of exceptions in various ServiceNow views. For details on the integration, functionality, and metrics, check out our latest blog.