This article serves to provide a high-level “cheat sheet” set of common questions frequently asked by Snow Software customers. The purpose is to provide a starting point for further understanding the new ServiceNow 3.1 connector and how it works.
This document should be used in conjunction with the most up to date ServiceNow Connector documentation.
It is important to remember that while Snow Software consultants do have a good level of ServiceNow understanding, we are not expected to provide ServiceNow administration-level guidance or expertise.
“What does it do?!”
Usually the person asking this will want a high-level answer – our ServiceNow Connector actually comprises of two separate connectors available to download from the ServiceNow Store – the Snow Software Catalog Integration which populate the ServiceNow Product Catalog hardware and software models and the Snow Software CMDB Integration which populates the ServiceNow CMDB with information on hardware and software assets as well as users. Additional information can be shown in real-time but this functionality requires a Mid Server (see below) or for Snow License Manager to be externally facing.
“How often will ServiceNow be populated with this data?”
This depends on how the SIM connector is configured and requires discussions with the customer’s technical infrastructure contact – typically, it is run outside of working hours on a nightly basis, ensuring it is not run when the SLM Data Update Job is running (21:00 by default).
“What information will ServiceNow receive from SLM? What are the field mappings etc?”
Refer to document SSN31_TechnicalReference_ReplicatedAssetInformation.pdf – the ServiceNow administrator should review this document.
“Who do we need to involve during the implementation process?”
A technical infrastructure resource to work with to install the SIM connector and to allow you to log onto the SLM SMaCC to create apiuser and their ServiceNow administrator, whether it be in-house or out-sourced, plus any other stakeholders for both ServiceNow and Snow should be involved in any engagements regarding the ServiceNow Connector.
“What connectivity is required from our end?”
Typically, we will use the SIM on the Inventory server – this server will need to be able to contact their Snow License Manager 8 webpage as well as the ServiceNow instance webpage.
“What should we have in place prior to the implementation?”
The Catalog Integration and CMDB Integration ServiceNow applications are both required for implementation – it is important to notify customers that these must be requested through the ServiceNow Store, but that we approve every request manually – they must allow up to two working days for this request to come through. This must be highlighted to customers to avoid nasty surprises on the day of implementation!
Additionally, we require at least SIM v5.8 to be installed, usually on their Inventory server – we can carry out this upgrade on the day of the implementation, but they must be notified in-case they have to raise a change control request on their side to approve this change to their environment.
Finally, SLM must be on the latest version.
“What credentials/user accounts will we need to provide?”
As per SSN31_UserGuide_InstallConfig.pdf page 3, we require a Snow License Manager API User account (which we can help them create from the SMaCC) and a ServiceNow account with the two roles detailed in the pre-requisites.
“Will integrating Snow and ServiceNow overwrite any of our existing data on either SLM or ServiceNow?”
The ServiceNow CMDB aggregation is a one-way flow of data from the SLM Rest API to ServiceNow. Any data from other data sources flowing into ServiceNow will not be overwritten and no data within Snow License Manager will be changed.
“Why do we need a Mid Server/What is a Mid Server?”
A ServiceNow Mid Server is an on-premise Linux or Windows service that ServiceNow provides. It facilitates connectivity between ServiceNow and a third-party source. The ServiceNow Connector has the optional ability to provide real-time compliance information from within ServiceNow and this can be used for real-time workflows between ServiceNow and SLM. Where a customer requires this functionality, they will need a Mid Server within their internal network only if their SLM webpage is not externally facing – if it is externally facing, then ServiceNow can interface with SLM itself, without the need of the Mid Server.
It is important to note that it is not Snow’s responsibility to configure or maintain the ServiceNow mid-server.
“What is the success criteria for the implementation – how can we verify the implementation is a success?”
During the implementation, the Implementation Consultant will ensure that the SIM is set to show all details within the logs – the Catalog Connector will be run first and the SIM log will be monitored at the same time as the Transform History log within ServiceNow. Once this is complete, the same will be carried out for the CMDB Connector which needs to run after the Catalog Connector. Once both are run, information from Snow License Manager should be populated within the Computer asset tables within ServiceNow and there should also be a review of the Software and Hardware Models.
“How can we keep the ServiceNow Connector up to date?”
From within ServiceNow, you can check the Catalog Integration and CMDB Integration applications are up to date from within the System Applications > Applications > Updates section of ServiceNow.