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Support for OpenManage Integration with ServiceNow

Summary: OpenManage Integration for ServiceNow provides automation capabilities to transfer data between ServiceNow and OpenManage Enterprise, helping IT administrators in faster detection,See more

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Symptoms

Dell OpenManage Integration with ServiceNow

Dell OpenManage Integration with ServiceNow

  • Scoped ServiceNow application
  • Integration with OpenManage Enterprise
  • Integration with OpenManage Enterprise Services (previously OpenManage Enterprise SupportAssist)
  • Integration with Secure Connect Gateway

Dell 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 scoped application within the ServiceNow platform that provides seamless interface between Dell OpenManage Enterprise infrastructure management capabilities and ServiceNow service and operations management capabilities. Dell OpenManage Enterprise is a one-to-many systems management console that provides comprehensive, unified lifecycle management for Dell 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 the Dell OpenManage Enterprise Services (previously OpenManage Enterprise SupportAssist) and Secure Connect Gateway for viewing and keeping track of the support cases raised with Dell Support right from within the ServiceNow platform. OpenManage Enterprise with the OpenManage Enterprise Services provides a single, unified solution for your complete device life cycle management, proactive, and predictive support experience. 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.

 

OpenManage Integration with ServiceNow

Features of OpenManage Integration with ServiceNow

Scoped ServiceNow application: OpenManage Integration with ServiceNow is a scoped application that is deployed into your ServiceNow instance.
Configuration Management: Reduce risk with enhanced service and infrastructure visibility
  • Automatically discover PowerEdge servers, chassis, and hyperconverged infrastructure (HCI) detailed inventory from OpenManage Enterprise and populate the ServiceNow CMDB
  • Server, chassis, and HCI devices are created as CIs into ServiceNow CMDB
  • Automatic creation of CI relationships
  • Enables fast and accurate service mappings, deduplications, and impact analysis for infrastructure changes
Event and Incident Management: Detection, troubleshooting, and root cause analysis
  • Periodic and on-demand sync of alerts and health information 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
Monitor Dell Tech Support Requests with OpenManage Enterprise Services plug-in or Secure Connect Gateway integration
  • Import open Dell Support service requests and cases from OpenManage Enterprise Services plug-in or Secure Connect Gateway into ServiceNow
  • Track open service requests and cases as incidents; track progress to resolution
 
 

Dell OpenManage Integration with ServiceNow Dashboard

Enhancements to OpenManage Integration with ServiceNow

Dell is constantly improving OpenManage Integration with ServiceNow.

New Features in OpenManage Integration version 1.4 with ServiceNow

  • New platform support:
    • ServiceNow San Diego, Rome, and Quebec platforms
    • Support OME version 3.9.x
    • Support Secure Connect Gateway 5.x
  • OME static and query groups
    • View OME groups and the associated devices from within the ServiceNow instance
  • CMDB Enrichment
    • Support for chassis storage sleds
    • Refresh inventory details for one or more devices as needed and sync it with the CMDB – no need to wait for the scheduled inventory sync job to refresh the inventory
  • Events and Incident Management
    • Create alert policy per OME connection profile in ServiceNow and ingest alerts from OME that match the alert policy
    • Customize ServiceNow impact and urgency fields to determine the business priority for the incidents that are created automatically for the critical and warning alerts collected from OME
  • Alert Knowledge Base
    • View iDRAC EEMI guide right from an incident to understand more about the underlying events and resolve issue faster
    • View recommended action against an incident for faster troubleshooting and remediation
  • ECC queue records
    • Track the ECC queue records to understand the connected flow from ServiceNow to OME and vice-versa as well as view the actual XML payloads that is sent to and from the ServiceNow instance
  • OME Advanced+ license support

Improvements

  • Use default ServiceNow ITSM roles for CMDB, Events, and Incident management integrations
  • Enhanced customization – configure application, alert and incident management properties for each OME connection profile

See the OpenManage Integration with ServiceNow version 1.4 Release Notes for the complete list of enhancements, limitations, fixed issues, and known issues.



 

  • New platform support:
    • ServiceNow Rome, Quebec, and Paris platforms
    • Support integration with Secure Connect Gateway (SCG) for importing and tracking Dell Tech support requests against servers and chassis devices
    • Support OME version 3.8.x
  • CMDB Enrichment
    • Support for chassis IOAs and IOMs
    • Support for chassis slots information
    • Add server CIs to the CMDB only if the OS hostname is valid – customize the property as needed
  • Event and Alert integration
    • Sync alerts from OME and auto-create incidents in ServiceNow without performing a prior CMDB inventory sync
    • Enhanced auto-incident creation – prioritize business critical alerts by selecting alert criteria (for e.g., such as severity, EEMI code etc.) based on which you want to auto-create incidents
  • Trap based health monitoring
    • Refresh device health immediately on receipt of a critical or warning alert thus helping you monitor the device health status in near-real time.
  • Enhanced security with SSL certificate checks for integration with SupportAssist Enterprise (SAE) and Secure Connect Gateway (SCG)

Improvements

  • Use default ServiceNow ITSM roles for CMDB, Events, and Incident management integrations
  • Enhanced customization – configure application, alert and incident management properties for each OME connection profile
See the OpenManage Integration version 1.3 with ServiceNow Release Notes for the complete list of enhancements, limitations, fixed issues, and known issues.


  • Support integration with OpenManage Enterprise SupportAssist plug-in.
  • Support for modular infrastructure: create chassis CIs and the CI relationships with server blades, management controllers, fans, power supply units, storage controllers, and disks using out-of-box ServiceNow CMDB CI classes.
  • Removal of dependency from ServiceNow Event Management or ITOM Health module
    • OpenManage Integration with ServiceNow scoped application can now be installed in a ServiceNow instance that does not have a subscription for ITOM Health or Event Management module.
    • Auto-create incidents on receipt of a critical or warning alert from OME.
  • OME Dashboard – view rich summary information on devices, device models, device health, alerts and incidents.
  • OME Alert Acknowledgment – auto acknowledge corresponding alerts in OME for which an incident is created in ServiceNow. On successful acknowledgment in OME, a related work-note notifying the same is appended in the corresponding incidents’ work-notes section in ServiceNow.
  • License visibility and monitoring – track server license details in ServiceNow CMDB for improved asset visibility and management.

Improvements

  • Improved Event and Incident management integration – Sync alerts on-demand from OME for one or more devices by selecting one or more devices from a list view or from a related link on a CI page.
  • Enhanced customization – Configure inventory and alert collection intervals, properties, and alert acknowledgment for each OME connection profile.

See the OpenManage Integration version 1.2 with ServiceNow Release Notes for the complete list of enhancements, limitations, fixed issues, and known issues.

New Features in OpenManage Integration version 1.1 with ServiceNow

  • Support integration with multiple OpenManage Enterprise and SupportAssist Enterprise instances.
  • Configuration Management Database (CMDB) Integration:
    • Periodic and on-demand sync of detailed server inventory. For example, CPU, memory, storage controllers, physical and virtual disks, fans, firmware versions.
    • Auto create Configuration Items (CI) and CI relationships for server and the related server components.
    • Use out-of-box CMDB CI server classes for storing the PowerEdge server information.
  • Support warranty monitoring.
  • New platform support:
    • ServiceNow Orlando.
    • Support for HyperConverged Infrastructure (HCI) devices—VxRail and XC-Series.
  • Usage of Import Set table for staging imported server records from OpenManage Enterprise before transforming and mapping them to CMDB tables.
  • A new and enhanced application menu for faster navigation and better usability.

See the OpenManage Integration version 1.1 with ServiceNow Release Notes for the complete list of enhancements, limitations, fixed issues, and known issues.

New Features in OpenManage Integration version 1.0 with ServiceNow

  • Native ServiceNow application support: OpenManage integration with ServiceNow can be installed and deployed on a ServiceNow instance.
  • OpenManage Enterprise integration:
    • CMDB integration:
      • Periodic and on-demand sync of PowerEdge servers inventory from OpenManage Enterprise into a ServiceNow Configuration Management Database (CMDB).
      • Automatic creation of configuration items (CIs) for all the PowerEdge servers imported from OpenManage Enterprise into a ServiceNow CMDB.
    • Event and incident management integration:
      • Periodic and on-demand sync of events from OpenManage Enterprise into a ServiceNow instance.
      • Automatic mapping of events (critical and warning) and alerts with the server CIs in ServiceNow.
      • Automatic creation of incidents for critical and warning alerts.
  • SupportAssist Enterprise integration to import support cases from SupportAssist Enterprise for the monitored servers into a ServiceNow instance and automatically create incidents for the corresponding support cases.

See the OpenManage Integration Version 1.0 with ServiceNow Release Notes for the complete list of enhancements, limitations, fixed issues, and known issues.

 
 

OpenManage Integration with ServiceNow

Licensing for OpenManage Integration with ServiceNow

Dell OpenManage Integration with ServiceNow is available as a software download. OpenManage Integration with ServiceNow requires that either one of the following licenses must be installed on target PowerEdge servers for CMDB integration to monitor alerts and support cases of the devices in ServiceNow:

  • OpenManage Enterprise Advanced+ license, OR
  • OpenManage Integration with ServiceNow license

A license can be purchased at time of server purchase (point of sale or POS) or by contacting your sales representative (after point of sale or APOS). Licensing for OpenManage Integration with ServiceNow is available both as a standalone offer (both POS and APOS) as well as part of OpenManage Enterprise Platinum Bundle (POS only). The OpenManage Portfolio Software Licensing Guide provides additional information for licensing options for your organization including pricing.

  • Evaluation license:
    A 90 day evaluation OME Advanced+ trial license as well as OpenManage Integration with ServiceNow trial license is available. This trial license is limited to work with iDRAC9 Express, Enterprise or Data Center licenses. Learn more and download >
  • Downloading or replacing a lost license:                                                                                                 The OpenManage Integration with ServiceNow license can be 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 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 License Manager which is a one-to-many license and deployment tool.
  • Individual server
    Utilize iDRAC to manage the license for an individual 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 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 Integration with ServiceNow supports PowerEdge servers, chassis and HCI devices that are supported by OpenManage Enterprise. For detailed information about the supported Dell devices, see the OpenManage Enterprise Support Matrix.

 
 

OpenManage Integration with ServiceNow

Download and install

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

  1. Download the Dell 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 support cases from OpenManage Enterprise, Secure Connect Gateway, and SupportAssist Enterprise respectively.
  4. Configure instances of OpenManage Enterprise, Secure Connect Gateway and SupportAssist Enterprise in ServiceNow.

For detailed information about installing the OpenManage Integration application in a ServiceNow instance, see Dell OpenManage Integration with ServiceNow Installation Guides. 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

Installing OpenManage Integration Version 1.0 in a ServiceNow Instance

 

Demonstrate the process of installing the OpenManage Integration Version 1.0 application in a ServiceNow instance.

Cause

Dell

Resolution

Dell Technologies 2022

Article Properties


Affected Product

OpenManage Integration with ServiceNow

Last Published Date

13 Oct 2022

Version

11

Article Type

Solution