Title: Seamlessly Detect and React to IT-Service Related Problems
Speaker: Peter Hack
Abstract: Eliminate service outages and disruption to end users with Dynatrace & ServiceNow’s ITSM, you get the full context of the problem to pinpoint operational incidents and their impact on service delivery, eliminating the need for other monitoring vendors
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1: Dynatrace problem notification
• Integrate Dynatrace root-cause and impact of detected incidents seamlessly with ServiceNow
remediation workflows.
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2: Dynatrace detected incidents are mapped to CIs
• Automatically map affected configuration items (CIs) with ServiceNow incidents.
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3: Dynatrace Agent based real-time discovery
• Feed OneAgent auto discovered software services and their relation into ServiceNow CMDB.
• Agent based information is fed into ServiceNow in real-time!
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4: IT Operations management
• Provide single event information to fill ServiceNow operations management module.
• Dynatrace acts as event source for the ServiceNow ITOM module.
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5: Automatically generate a software service map
• Automatically provide Dynatrace real time topology information into ServiceNow dependency
maps.
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Takeaways
• Problem Notifications with RCA into ServiceNow
• Detected incidents mapped directly to Cis
• Real-time discovery and synch with CMDB
• Live event source for ITSM/ITOM modules
• Auto-generated software service maps
Hijacked this metaphor from Kristof Renders Architect with Dynatrace Expert Services (DXS)… great approach.
Mapping out every tree in your plantation… easily found, specific target
Within a short time (a few years) you realize you have a massive forest with many new trees growing, old trees, diseased and dying as well as reforested trees…
What you then find are that the arborists or forest managers wish to track and review the different leaves by color and shape and analyze all of these metrics of all of the trees in your forest. Managing these environments becomes very complex and challenging.
Our customers are seeing such challenges and asking what can be done to help…how can we keep track of all these changes, the applications, the servers, the relationships…
The good thing is…
The hero is this One Agent…
OneAgent FullStack + Auto Discovery
Gapless Data – to make sure a component used only once in a 100k transactions is covered
Once you have this pile of leaves (data), Dynatrace then brings structure to all of this data automatically
Imagine in such a view as opposed to the single tree or diseased leave, here you get the overview to highlight those troubled components…and their impacts
Ok… so that is nice… but not everyone will be looking at Dynatrace… how do I get that data out to other places where this can be used within the business?
Dynatrace fits seamlessly into your enterprise by integrating with and enhancing ServiceNow
With ServiceNow integration your enterprise ITIL processes instantly get an upgrade:
Problem Notifications with root-cause analysis for SNOW remediation workflows
Service Now Incidents mapped to configuration items
Agent based real-time discovery and synchronization with SNOW CMDB module
Event source for SNOW operations management module
Real-time topology for SNOW dependency maps
Dynatrace is unique in the way it correlates and delivers IMPACT and ROOT CAUSE to ServiceNow
Dynatrace provides FULL transactional insights
Dynatrace information is REALTIME!
ServiceNow store application can be easily added for CMDB and ITOM integration.
Bi-directional integration.
Every Dynatrace problem is sent over to ServiceNow along with its root cause and impact information
When mapped, providing an awareness of which CI’s are affected
The Smartscape is feeding the CMDB dynamically and continuously.
Feeding the ITOM module
No worries, all of our integrations for ServiceNow are available via API and can be integrated with other solutions you may already be using.