IT Service Management (ITSM)

IT Service Management (ITSM) encompasses a range of software tools with wide ranging capabilities to support IT operations and workflows. CloudBolt's ITSM currently supports out-of-the-box integration with ServiceNow. Manage all of your ITSM integrations in one place from within CloudBolt. Add, edit, and remove ITSM integrations. 

Configuring ITSM

ITSM is accessible for Admin users or users with high-level permissions.

  1. In CloudBolt, click Admin > External Systems > ITSM.

  1. ​Click +Add an ITSM...
  2. Select ServiceNow. Enter the credentials to connect CloudBolt to the desired ServiceNow instance.

  1. Click Create. A ServiceNow CMDB configuration is now accessible.

Overview Tab

After the ServiceNow integration is created, you will be taken to the Overview tab. Here, choose to Edit Credentials, Remove the integration, or Verify Connection to ServiceNow.

Warning REQUIRED: Add at least one Environment from the Overview tab. The Environment(s) configured here determine the data sets that are sent to ServiceNow when a server is provisioned.

Enabling / Editing CMDB

Configuration Management Database (CMDB) must be enabled for the ServiceNow integration to function. When CMDB is enabled, CloudBolt will create a Configuration Item (CI) in your ITSM instance's CMDB for newly provisioned servers. Deleting a CloudBolt server will archive the CI entry in the ITSM CMDB.

  1. Click the CMDB tab. 
  2. Toggle CMDB Disabled to enable CMDB. This allows CloudBolt to send server data whenever a server is provisioned, deleted, etc. 
  3. Click + Add CMDB Configuration. The following steps also apply to Edit CMDB. 
  4. Required
    • Enter a Name for this configuration.
    • Select an Environment for this configuration. The Environment options here are determined by the Environments added on the Overview tab.
    • Enter a table name used for CMDB CI entries. This will be used as the entrypoint table for the ServiceNow IdentifyReconcile API. Consult your SNOW admin for the correct table.
  5. (Optional) Select an OS Build. This adds another layer of specificity to the data that is passed. If no OS Build is selected, the OS Build on the Environment is used.
  6. Click Create. CMDB configurations will show under the Configuration heading.
Information CloudBolt will ignore any existing legacy ServiceNow CMDB plugin in favor of the ITSM ServiceNow CMDB configuration, if a ServiceNow CMDB configuration existed prior to configuring CMDB with ITSM.

CMDB Configuration

Click the Configuration name to view the Overview and Data tabs. 

Overview Tab

Edit the CMDB, Remove it, or view the Environment the CMDB is using.

Data Tab

View and edit data values that are sent to ServiceNow. This allows Admin users to configure json payloads and SNOW endpoints on an Environment and OS level, as well as exposes Server, Job, Environment, and Group attributes with minimal coding.

  • Out-of-the-box key set pairs can be edited.
  • Click +Add to add a new data value pair. Choose an object and attribute to pass to ServiceNow.
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