ServiceNow Integration

Fundamentals about LeanIX integration to ServiceNow (CMDB)

Knowledge

Before embarking the LeanIX ServiceNow integration, please make sure you or a colleague/ consultant is available and has fundamental knowledge about ServiceNow which includes:

  • Add users, groups, and roles
  • Manage data with tables, the configuration management database (CMDB)
  • Protect ServiceNow data

It is preferable that your knowledge cover the key topics of the ServiceNow Certification

Introduction / Synchronisation Mechanism

Generally speaking, ServiceNOW (SN) and LeanIX's have a lot in common. Both maintain tables and relations between them and offer a browser based application for viewing and updating those tables.

For synchronisation purposes every mapping between tables in both systems defines the following:

  • Name of table in LeanIX.

  • Name of table in SN.

  • Whether SN or LeanIX holds the master record.

  • Whether one should use the 'strict' mode, i.e. whether unsynchronized slave objects shall be deleted right away.

  • Whether there are any synchronisation constraints, e.g. only synchronize applications with a specific lifecycle status or only those software product models which are actually installed on a server belonging to a managed business service.

For every Field to be held in Sync:

Type of the mapping (see types of mapping further below)

Name of field in LeanIX (if applicable)

Name of field in SN (if applicable)

Whether the attribute is to be synced from master to slave object or vice versa.

How values are being mapped (as is or explicit mapping of one value to another)

Do Not Synchronise Huge Tables to LeanIX

LeanIX is supposed to be 'lean' - it makes no sense to synchronise tables with hundreds of thousands of entries (or even millions) to LeanIX. All the advantages of LeanIX will be nullified if too many objects clutter reports and the inventory.

Based on that the configuration can be saved, if the configuration is in a valid json format (don't worry, the editor will tell you so if the syntax is wrong).

The synchronisation mechanism works independently of state information, i.e., the integration code only gets the information that a particular object (uniquely identified by table name and sys_id or type of fact sheet and UUID respectively) has changed (created, updated, deleted) and then figures out by itself what to do. The sync mechanism retrieves (if not already done) slave and master object and checks, whether a change is necessary. Afterwards, relations are being checked in LeanIX and corrected if necessary.

LeanIX will not create a copy of any tables that are not being synchronised to LeanIX within the configuration. Objects that are not in synchronisation even though the table itself is synchronised (due to some sync constraint) won't be transferred to LeanIX either.

Communication to ServiceNow

The communication between the LeanIX integration running on LeanIX servers and the ServiceNow system depends on the configuration specified in ServiceNow URL. In case the ServiceNow URL is configured with an https schema, the communication uses TLS encryption.

HTTPS

The TLS version and cipher suites used for communication between LeanIX integration and ServiceNow depends on the negotiation to the ServiceNow HTTPS server. In general, TLSv1.2 and TLS_ECDHE_RSA_WITH_AES_128_GCM_SHA256 is used for any HTTPS connection to ServiceNow.

Settings from LeanIX Side:

Once LeanIX representative has confirmed that integration is active in LeanIX workspace. You can follow the below steps.

Below are the FactSheets which you can link to ServiceNow OOB :

  • "ITComponent"

  • "TechnicalStack"

  • "Application"

  • "BusinessCapability"

If you want to include additional FactSheets, please inform your LeanIX POC, they will need to adapt the data model of the workspace in the below section.

        "serviceNowExternalId": {
            "quickSearch": true,
            "fullTextSearch": true,
            "urlTemplate": null,
            "uniqueFactSheet": false,
            "autoIncrement": false,
            "readOnly": true,
            "forFactSheets": [
                "ITComponent",
                "TechnicalStack",
                "Application",
              	"BusinessCapability"
            ]
        }

Create a new Technical User in LeanIX under whose credentials the synchronisation shall be run and create an API-token with the new user. The token will be required in the SN configuration later on.

API-Token

Do not forget to copy the token content to a secure location, as you will need it later.
LeanIX suggest to use an expiration date that is not too long, since it is good practice to change these credentials within a defined time period.

Default ServiceNow Configuration

The default mapping, which is created on a new configuration maps in this way:

*Business Services to Applications

*Hardware Product Models to IT-Components

*Software Product Models to IT-Components

*Model Categories to Technical Stacks

The default configuration is detailed below:

Data flow for Default Scenario

All involved ServiceNow tables and used connections among each table and the LeanIX Fact Sheet types and its relations are shown in a picture below. This picture should help to understand relations between ServiceNow tables and data flow conditions when constrains are used within the configuration.

On the left in Blue are the LeanIX fact sheet types and on the right are the tables in SN. double-lined arrows show synchronisation directions, other arrows show relations. On SN side these can be connections via CI Relation or foreign key values.

On the left in Blue are the LeanIX fact sheet types and on the right are the tables in SN. double-lined arrows show synchronisation directions, other arrows show relations. On SN side these can be connections via CI Relation or foreign key values.

The default mapping represents a full blown example of an integration of LeanIX with SN. The tables and how they are connected is detailed below.

Workflow for Default Scenario

Workflow
More Details

Applications get created and maintained in LeanIX.

The integration application synchronises these applications to Business Services (cmdb_ci_service) in SN.

Business services are linked to Hardware objects via the CI Relation table (cmdb_rel_ci). These hardware objects are directly associated with Hardware Product Models (cmdb_hardware_product_model) and via Software Instance (cmdb_software_instance) and Software (cmdb_ci_spkg) to Software Product Models (cmdb_software_product_model).

If you use the Software Asset Management (SAM) module of SN, then other tables are used, but the methodology remains the same.

LeanIX integration will synchronise only the Hardware and Software Product models (cmdb_hardware_product_model + cmdb_software_product_model) that have a link to a synchronised Business Service (see step 2) or a Hardware (cmdb_ci_hardware) depending on selected constraints.

Additionally, Model Categories (cmdb_model_category) is synchronized from SN to LeanIX.

If a relation exists in SN between a Business Service (cmdb_ci_service) and a Hardware or Software Product Model (cmdb_hardware_product_model + cmdb_software_product_model) as explained in step 3, then a relation of the corresponding objects in LeanIX will be created as well.

If a relation exists in SN between a Model Category (cmdb_model_category) and a Hardware or Software Product Model (cmdb_hardware_product_model + cmdb_software_product_model), then a relation of the corresponding objects in LeanIX will be created.

Updated 12 days ago



ServiceNow Integration


Fundamentals about LeanIX integration to ServiceNow (CMDB)

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