Dell EMC OpenManage Integration Version 1.3 with ServiceNow Installation Guide

Dell EMC OpenManage Enterprise

OpenManage Enterprise is a systems management and monitoring application that provides a comprehensive view of the Dell EMC servers, chassis, storage, and network powers on the enterprise network. With OpenManage Enterprise, a web-based and one‑to‑many systems management application, you can:

• Discover and manage devices in a data center environment.
• Group and manage devices.
• View hardware inventory and compliance reports.
• Monitor the health of your devices.
• Manage device firmware versions and perform system updates and remote tasks.
• View and manage system alerts and alert policies.

For more information about Dell EMC OpenManage Enterprise, see the documents available at Dell OpenManage Enterprise page Dell.com/OpenManageManuals.

Dell EMC Services Connection

Services Connection automates technical support for your Dell EMC servers, storage, and networking devices. It monitors your devices and proactively detects hardware issues that may occur. When a hardware issue is detected, Services Connection automatically opens a support case with Technical Support and sends you an email notification.

For more information about Services Connection, see the documents available at Serviceability Tools page Dell.com/ServiceabilityTools.

Key features of Dell EMC OpenManage Integration 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, chassis, and chassis network devices detailed inventory from one or more OpenManage Enterprise instances into a ServiceNow Configuration Management Database (CMDB).
    • Automatic creation of configuration items (CIs) for all the PowerEdge servers, chassis, and chassis network devices that are imported from one or more OpenManage Enterprise instances into a ServiceNow CMDB.
  • Event and incident management integration:
    • Periodic and on-demand sync of events from one or more OpenManage Enterprise instances into a ServiceNow instance.
    • Automatic mapping of events (critical and warning) and alerts with the CIs in ServiceNow.
    • Automatic creation of incidents for critical and warning alerts.
• SupportAssist Enterprise and Secure Connect Gateway integration: Import support cases from one or more Services Connection instances for the monitored servers into a ServiceNow instance and automatically create incidents for the corresponding support cases.
• OpenManage Enterprise Services Connection plug-in integration: Import support cases from one or more Services Connection instances for the monitored servers into a ServiceNow instance and automatically create incidents for the corresponding support cases.
• The server, chassis, and chassis network devices inventory information, events, and Dell EMC support cases are fetched by Dell EMC OpenManage Integration by using the REST APIs provided by OpenManage Enterprise, SupportAssist Enterprise, and Secure Connect Gateway applications.