Support for Dell EMC OpenManage Integration with ServiceNow


Support for Dell EMC OpenManage Integration with ServiceNow


Dell EMC OpenManage Integration with ServiceNow

Dell EMC OpenManage Integration with ServiceNow

  • Native ServiceNow application support
  • OpenManage Enterprise integration
  • SupportAssist Enterprise integration

Dell EMC OpenManage Integration with ServiceNow helps enterprise organizations in improving their operations efficiency by bridging the gap between their service and operations management processes. It is a native application within the ServiceNow platform that provides seamless interface between Dell EMC OpenManage Enterprise infrastructure management capabilities and ServiceNow service and operations management capabilities. Dell EMC OpenManage Enterprise is a one-to-many systems management console that provides comprehensive, unified lifecycle management for Dell EMC PowerEdge modular, rack and tower servers. The integration provides automation capabilities to transfer data between these two platforms, helping operations and service management teams in faster detection, diagnosis and resolution of issues that impacts the business services and the IT infrastructure health.

OpenManage Integration with ServiceNow also integrates with SupportAssist Enterprise for viewing and keeping track of the support cases raised with Dell Support right from within the ServiceNow platform. SupportAssist Enterprise is an application that helps in proactively detecting hardware issues before they occur and automates technical support for your Dell EMC servers, storage, and networking devices. With this integration, operation and service management teams will be able to keep themselves abreast of the technical support tickets that have been raised with Dell support and track their progress from incident to resolution.


Dell EMC OpenManage Integration with ServiceNow

Features of OpenManage Integration with ServiceNow

Native ServiceNow application: OpenManage Integration with ServiceNow is a native application that can be deployed into your ServiceNow instance
Configuration Management: Reduce risk with enhanced service and infrastructure visibility
  • Periodic and on-demand sync of PowerEdge servers from OpenManage Enterprise into ServiceNow
  • Server devices are created as CIs into ServiceNow CMDB
  • Automatic creation of CI relationships
Event Management: Reduces complexity with an intuitive system management solution
  • Periodic and on-demand sync of alerts from OpenManage Enterprise into ServiceNow
  • Automatic incident creation for critical events
  • Custom configuration setting to create incidents for less critical events
  • Quickly detect and diagnose the alerts that are impacting service
Manage Service Requests with Support Assist Enterprise integration
  • Import open service requests and cases from SupportAssist Enterprise into ServiceNow
  • Open service requests and cases are created as Incidents

Dell EMC OpenManage Integration with ServiceNow

Licensing for OpenManage Integration with ServiceNow

Dell EMC OpenManage Integration with ServiceNow is available as a software download. A valid Dell EMC license supporting the OpenManage Integration with ServiceNow must be installed on target PowerEdge servers for monitoring the alerts and support cases of the devices in ServiceNow. A license can be purchased at time of server purchase or by contacting your sales representative.

  • Downloading or replacing a lost license:
    The OpenManage Integration with ServiceNow license can downloaded from Dell Digital Locker. License keys will be stored online and can be downloaded if needed. If an existing license key in not available in the Dell Digital Locker or there is an issue with a license key, please contact Dell EMC Technical Support or Customer Care.

Managing OpenManage Integration with ServiceNow Licenses

iDRAC licenses can be managed on either an individual server basis or through the Dell EMC License Manager which is a one-to-many license and deployment tool.
  • Individual server
    Utilize iDRAC to manage the license for an idividual server. iDRAC web interface, License tab can be utilized to import, export licenses or RACADM CLI License command can be utilized to manage licenses as described in the RACADM CLI Guide.
  • Group of servers
    Dell EMC License Manager is a one-to-many license deployment and reporting tool for OpenManage Integration with ServiceNow, OpenManage Enterprise Advanced, iDRAC and CMC licenses. By using License Manager, you can download, bind, deploy, inventory and back up OpenManage Integration with ServiceNow as well as iDRAC, CMC and storage sled license. This tool can also inventory licensable systems to report the licensing status and features of the currently enabled management controller.

Supported Dell Devices

The OpenManage Operations Connector supports all the Dell EMC devices that are supported by OpenManage Enterprise / SupportAssist Enterprise. For detailed information about the supported Dell EMC devices, see the OpenManage Enterprise Support Matrix or SupportAssist Enterprise.


Dell EMC OpenManage Integration with ServiceNow

Download and install

To install OpenManage Integration in a ServiceNow instance, perform the following steps:

  1. Download the Dell EMC OpenManage Integration With ServiceNow zip file installer package.
  2. Install the OpenManage Integration by uploading the OpenManage Integration update set.
  3. Deploy the Connector .jar file on a MID Server for fetching the inventory information, alerts, and Dell EMC support cases from OpenManage Enterprise and SupportAssist Enterprise respectively.
  4. Configure instances of OpenManage Enterprise and SupportAssist Enterprise in ServiceNow.

For detailed information about installing the OpenManage Integration application in a ServiceNow instance, see Dell EMC OpenManage Integration Version 1.0 with ServiceNow Installation Guide. A license can be purchased at time of server purchase or by contacting your sales representative.


Resources for OpenManage Integration with ServiceNow

Community

Engage in the Systems Management community to find:

  • boards to post questions and answers
  • blogs to read and comment on articles
  • idea exchanges to improve products and vote for ideas that other community members have posted
  • and more...

Documentation

Refer to OpenManage Integration with ServiceNow for the latest documentation.

Videos





Article ID: SLN317784

Last Date Modified: 01/21/2020 01:43 PM

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