IT service management (ITSM)

Configure the ServiceNow integration

Configuring ITSM requires an admin user or a user with high-level permissions.

1. In CMP, go to Admin > ITSM.

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2. Select Add.

3. Select ServiceNow.

4. Complete the Create ServiceNow ITSM form:

   Field	Description
   Name	Required.
   IP/Hostname	Required. The address of your ServiceNow instance.
   Protocol	Required.
   Account username	Required.
   Password	Required. If the password vault feature is enabled, this field offers Locally Stored or Vault Managed. Select Vault Managed to read the secret from a configured vault provider. See Use password vaults.
   Retry interval and Retry timeout	Optional. How CMP retries requests to ServiceNow.

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5. Select Create. CMP creates the ServiceNow integration and makes its CMDB configuration available.

Overview tab

After you create the integration, CMP opens the Overview tab. From here you can edit credentials, remove the integration, or verify the connection to ServiceNow.

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Configure CMDB

The configuration management database (CMDB) must be enabled for the ServiceNow integration to function. When CMDB is enabled, CMP creates a configuration item (CI) in your ITSM instance’s CMDB for each newly provisioned server, and archives the CI when you delete the server.

Enable CMDB and add a configuration

1. From an ITSM integration, select the CMDB tab.

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2. Set the CMDB toggle to Enabled. CMP then sends server data whenever a server is provisioned, deleted, or otherwise modified.

3. Select Add CMDB Configuration. These steps also apply to Edit CMDB.

4. Enter the required values:

   • A Name for the configuration.
   • One or more Environments. The available environments are those added on the Overview tab.
   • A Table name for CMDB CI entries. CMP uses this as the entry-point table for the ServiceNow IdentifyReconcile API. Consult your ServiceNow admin for the correct table.

5. (Optional) Narrow the configuration by OS Build and/or Resource Technology. If you select neither, the configuration applies to any server in its environments that no other configuration matches.

6. (Optional) Select Always Create CI to use a configuration that has no OS Build or Resource Technology for every server in its environments, rather than only for servers that no other configuration matches.

7. Select Create. The configuration appears under the Configuration heading.

CMDB configuration tabs

Select the configuration name to open its Overview and Data tabs.

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Overview tab

Edit the CMDB configuration, remove it, or view the environment it uses.

Data tab

View and edit the data values that CMP sends to ServiceNow. Admin users can configure JSON payloads and ServiceNow endpoints for each environment and OS, and can expose server, job, environment, and group attributes with minimal coding.

• Edit the built-in key/value pairs.
• Select Add to add a data value pair, choosing an object and attribute to pass to ServiceNow.

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Link CI records with CMDB relationships

Define directional relationships between two CMDB configurations so that CMP creates linked CI records in the ServiceNow CMDB. For example, you can relate an application CI to its server CI.

1. On the CMDB tab, select Add CMDB Relationship.

2. Select the Parent CMDB and Child CMDB configurations.

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3. Enter the Parent relation type and Child relation type labels for the two sides of the association, for example, Runs on and Hosted by. Use the relationship-type names your ServiceNow CMDB expects.

4. Select Create. The relationship appears in the CMDB relationships table, where you can edit or delete it.

CMP applies these relationships when it creates or updates the CIs in ServiceNow, so the linked CI records reflect the parent/child associations you defined. A relationship is applied only when both of its configurations apply to the server being provisioned. If a server matches one side but not the other, CMP creates the CIs without the link.