Support for 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 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 life-cycle 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.

Dell OpenManage Integration with ServiceNow also integrates with the Dell OpenManage Enterprise Services (previously OpenManage Enterprise SupportAssist) and Secure Connect Gateway for viewing and tracking 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 can keep themselves abreast of the technical support tickets that have been raised with Dell support and track their progress from incident to resolution.

Features of Dell OpenManage Integration with ServiceNow

• 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

• 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 the service

• 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.

Enhancements to Dell OpenManage Integration with ServiceNow

Dell is constantly improving Dell OpenManage Integration with ServiceNow.
 

New Features in OpenManage Integration version 2.2.0 with ServiceNow

• New platform support:
  • ServiceNow Tokyo, Utah, and Vancouver platforms
  • Support OpenManage Enterprise version 4.0.x
  • Support Secure Connect Gateway 5.20
• Support Case Sync Enhancements
  • Import all open support cases for PowerEdge Servers from SCG into ServiceNow irrespective of whether the OpenManage Enterprise Advanced+ license is deployed or not.

View the list of prior enhancements.

Licensing for Dell OpenManage Integration with ServiceNow

Dell OpenManage Integration with ServiceNow is available as a software download. Dell OpenManage Integration with ServiceNow requires that either 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
• Dell OpenManage Integration with ServiceNow license

A license can be purchased at the time of server purchase (point of sale or POS) or by contacting your sales representative (after point of sale or APOS). Licensing for Dell OpenManage Integration with ServiceNow is available both as a stand-alone offer (both POS and APOS) and 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:

• Downloading or replacing a lost license:

Managing Dell 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.

Supported Dell Devices

The Dell 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.

• Individual server
  Utilize iDRAC to manage the license for an individual server. iDRAC web interface, License tab can be used to import, export licenses or the RACADM CLI License command can be used 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 Dell OpenManage Integration with ServiceNow, OpenManage Enterprise Advanced, iDRAC, and CMC licenses. By using License Manager, you can download, bind, deploy, inventory and back up Dell 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 enabled management controller.

• Downloading or replacing a lost license:

  The Dell OpenManage Integration with ServiceNow license can be downloaded from Dell Digital Locker. License keys are stored online and can be downloaded if needed. If an existing license key is not available in the Dell Digital Locker or there is an issue with a license key, contact Dell Technical Support or Customer Care.

Download and Install

To install Dell 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 Dell OpenManage Integration by uploading the Dell OpenManage Integration update set.
3. Deploy the Connector.jar file on a MID Server for fetching the inventory information, alerts, and Dell tech support cases from OpenManage Enterprise and Secure Connect Gateway respectively.
4. Configure instances of OpenManage Enterprise and Secure Connect Gateway in ServiceNow.

For detailed information about installing the Dell OpenManage Integration application in a ServiceNow instance, see Dell OpenManage Integration with ServiceNow Installation Guides. A license can be purchased at the time of server purchase or by contacting your sales representative.

Resources for Dell 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

See Dell OpenManage Integration with ServiceNow for the latest documentation.

Videos