Dell EMC OpenManage Integration with ServiceNow

Dell EMC OpenManage Integration with ServiceNow


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 OpenManage Enterprise infrastructure management capabilities and ServiceNow service and operations management capabilities. OpenManage Enterprise is a one-to-many systems management console that provides comprehensive, unified lifecycle management for Dell EMC PowerEdge Modular Infrastructure, 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.

Key Features

  • OpenManage Enterprise Integration:
    • CMDB (configuration management database) integration
      • Periodic and on-demand sync of PowerEdge servers inventory from OpenManage Enterprise into ServiceNow
      • Server devices are created as CIs into ServiceNow CMDB
      • Automatic creation of CI relationships
    • Event and Incident Management integration
      • Periodic and on-demand sync of alerts from OpenManage Enterprise into ServiceNow as events
      • Auto incident creation for critical alerts imported from OpenManage Enterprise using the ServiceNow out-of-box alert rules
      • Custom configuration setting to create incidents for warning/less critical events
      • Quickly detect and diagnose the alerts that are impacting service
  • SupportAssist Enterprise Integration:
    • Import open support cases from SupportAssist Enterprise into ServiceNow as incidents
    • Keep incidents up-to-date with periodic or on-demand sync


  • Download the latest version here


  • OpenMange Integration with ServiceNow documentation here
  • Solution Brief here


  • General Systems Management Discussion Forum


  • Installation

Quick Tips content is self-published by the Dell Support Professionals who resolve issues daily. In order to achieve a speedy publication, Quick Tips may represent only partial solutions or work-arounds that are still in development or pending further proof of successfully resolving an issue. As such Quick Tips have not been reviewed, validated or approved by Dell and should be used with appropriate caution. Dell shall not be liable for any loss, including but not limited to loss of data, loss of profit or loss of revenue, which customers may incur by following any procedure or advice set out in the Quick Tips.

Article ID: SLN317784

Last Date Modified: 10/22/2019 01:11 PM

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