Integration between ServiceNow and GLPi ITSM
Several organizations that use ServiceNow along with open source GLPI ITSM software to meet their different business needs. In such scenarios there is a need for integration between ServiceNow and GLPI to streamline their IT operations.
It is simpler to perform such integrations if the IT team knows ServiceNow as well as GLPi software which is usually not common knowledge.
Altnix has implemented integrations for large scale deployments that involves GLPi and other ITSM tools such as ServiceNow.
Approach to ServiceNow and GLPI Integration
The approach to integrating ServiceNow and GLPi depends on the following scenarios
- ServiceNow is the master and hence the single source of truth
- GLPI is the master and the single source of truth
- ServiceNow and GLPI can both be master with real-time synch between the two
Depending on your organizational environment, you need to design the Integration between the two software.
Incident Module Integration
Incident Module is a common module used in ServiceNow deployments. There are methods of creating incident tickets – manually by a support agent or automatically from a Monitoring tool such as SolarWinds and Nagios. The Incident is created whenever there is a disruption of service – for example: a server goes down and creates an incident.
In most cases, usually an incident is first created in ServiceNow and an identical incident must be created in GLPi.
APIs are available in GLPi that helps with this integration. The Lifecycle of an incident must be mapped to be identical between ServiceNow and GLPi.
There may be custom fields in ServiceNow that are specific to a particular organization. Corresponding custom fields must be created in GLPI and then base APIs may need to be modified to auto-populate the custom fields as part of this integration.
Service Request Module Integration
Service Request is another standard module used in ServiceNow deployments. Most deployments use a Service Catalog that could have different form fields and approval process that varies across Service Catalog.
While integrating ServiceNow and GLPi, the Service Catalog must be replicated between ServiceNow and GLPi. There are plugins available in GLPi that allows Service Catalog creation to match ServiceNow service catalog.
Lifecycle for Service Request in ServiceNow must be mapped to GLPI Service Request lifecycle.
APIs are available in GLPi that helps with this integration. For handling custom fields and Service Catalogs, base API may need to be modified as part of this integration.
Problem Management Module Integration
Problem Management is typically used at large organization in ServiceNow deployments. Most deployments of Problem Management are linked to Incident Management and Service Request module.
The Life Cycle of Problem Management varies across different deployments. A detailed analysis of the existing Problem management processes needs to be done before integration between ServiceNow and GLPi.
APIs are available in GLPi that helps with this integration. For handling custom fields and Problem Management life cycle requirements, base API may need to be modified as part of this integration.
Change Management Module Integration
Change Management module is the most complex module in ServiceNow. There are usually multiple types of Change processes such as Normal Change, Emergency Change and Standard Change.
Each Change Type has its own workflow processes that may involve multiple levels of Approvals from individual stakeholders, the Change Manager and the Change Approval Board (CAB) groups. There could be a need for sequential versus parallel workflows on the Change Management process.
Given these complexities, a detailed analysis of the Change management processes needs to be done before integration between ServiceNow and GLPi.
APIs are available in GLPi that helps with this integration for Change Management. For handling custom fields and complex Change Management life cycle requirements, base API I GLPI may need to be modified as part of this integration.
Altnix Engagement Model
The following engagement model is ideal for such a migration exercise.
· Consulting and Business Analysis Phase to Plan the Entire Integration
· Technology Roadmap and Phase-Wise Approach to Integration
· Implementation of Phases and Course Correction as needed
· Final Production Live Rollout and Handover to Client IT Teams
· Training and Managed Services with Multi-year Support Contract Options
Contact Us
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