Date post: | 20-Jan-2017 |
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AppDynamics and ServiceNowDriving modern IT Operations Management
Jonah Kowall – VP Market Development and InsightsTwitter : @jkowall
Why are customers choosing AppDynamics and ServiceNow?• AppDynamics and ServiceNow represent the fastest growing ITOM vendors.• Legacy technology providers are not keeping pace with the demands for Digital
Businesses.• IT must move from being considered a cost center towards an innovation driver, this
requires new technologies which embrace hybrid applications and application delivery• Enterprises and Governments who need to meet new business demands for velocity
and visibility require new ways to collect and analyze infrastructure and application data to deliver the highest quality of service.
• Self-service and easy to use modern tools which support traditional and cloud services and applications are a business imperative for digital leaders.
Value of the AppDynamics and ServiceNow Integration
• Improved availability and performance o Faster incident resolution through automatic grouping of all relevant events with APM
informationo Correlation of change information to performance related incidents in AppDynamics
• Improved ITSM processes o Service now event management becomes application performance aware.
• Performance alerts can be used for the availability of a service• APM helps in alert analysis and escalation
o Reduction in the Incident and problem overload • Smart grouping of APM, infrastructure and application alerts according to probable relevance to reduce volume.
Integration Capabilities Highlights
• Import the AppDynamics Flowmap data into the ServiceNow Service Model• Keep the AppDynamics Flowmap data up to date in the ServiceNow Model• Import AppDynamics metadata (Cis) into ServiceNow• Create ServiceNow Events in the Event Management module• Allow for the correlation of events within ServiceNow with other event sources
providing better root cause across change tickets, detected changes, infrastructure fault, and application issues which affect user experience
Background Features of AppDynamics
AppDynamics Real-Time Map iQFlowmap
Automatically Detect Issues with Baseline iQ
AppDynamics Alerting powered by Signal iQ
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Background Features of ServiceNow
© 2016 ServiceNow All Rights Reserved 12Confidential
ServiceNow Infrastructure & Application Level CMDB
© 2016 ServiceNow All Rights Reserved 13Confidential
ServiceNow Event Management
© 2016 ServiceNow All Rights Reserved 14Confidential
Integration Overview
© 2016 ServiceNow All Rights Reserved 15Confidential
AppDynamics integration to ServiceNow ServiceNow Event Management
Remediation
Integration:AppDynamics Service Models feed to CMDB
Benefit: Incident , Change and Event become Service Aware to AppDynamics monitored Apps
Integration:AppDynamics Events feed into Event management
Benefit: AppDynamics events are combined, filtered and correlated with events from other sources to create meaningful incidents
© 2016 ServiceNow All Rights Reserved 16Confidential
Key Enablers
© 2016 ServiceNow All Rights Reserved 17Confidential
Business Service Impact
• Events impact the service status in service now– Impacet is calculated using an impact model to asses
the Impact to the service– Impact model is generated automatically – User has the ability to define & modify the criticality
of a component to a service
Prioritize work by understanding impact to business services
© 2016 ServiceNow All Rights Reserved 18Confidential
Event Correlation
• See ONE alert and drill into all the correlated alerts using rule base and/or automated service analytics correlation.
• Rules can– Be defined based on notion of a Primary and
Secondary alert– Filter alerts based on alert text and CI attributes– Use Relationship types include parent>child,
child>parent, same CI or none– Set the duration in which alerts should be correlated
per rule– Supports an advanced mode using script to define
more complex use cases
Reduce noise and improve root cause analysis by correlating alerts
© 2016 ServiceNow All Rights Reserved 19Confidential
Service Analytics
• Alert Aggregation and Correlation– Alerts are combined and treated as a single
phenomenon.– Key relationships between alerts is discovered and
stored for analysis and grouping.– Noise is eliminated by only grouping and displaying
alerts that are related
Leverage automated analytics to reduce noise and resolve issues faster
© 2016 ServiceNow All Rights Reserved 20Confidential
Automated Remediation
• Fully automated remediation– Reboot server– Increase capacity– Restart service
• Point-and-click workflow authoring
• Automate remediation using– SSH– PowerShell– REST– SOAP– Extensible
• Fall back on human fulfillment if needed
Improve Availability by automatically fixing issues using Event and Orchestration workflows
© 2016 ServiceNow All Rights Reserved 21Confidential
Optimizing Resolution with ServiceWatch Insight
Identification• Monitoring
Tools• Email• Consoles• Notifications
Prioritization• Business
criticality• Noise
Isolation• Infrastructure• Application
Components• Relationships• Services
Remediation• Rollback• Free resources• Restart• Etc.
Event Management
Service Mapping & Discovery
Orchestration
ServiceWatch
Insight
Event IntegrationDashboardAlert Console
Alert Groups, Manual ServicesImpact CalculationCorrelation & Analytics
Reconnaissance Activities
Business Services
Alert Groups, Manual ServicesImpactDashboardCorrelation & Analytics
Remediation Activities
Business Services & Infra
Remediation TasksAssociated Knowledge
Business Services & Infra
© 2016 ServiceNow All Rights Reserved 22Confidential
Future enhancement ideas
• Root Cause Analysis (RCA) on AppDynamics created models in the CMDB– Automatic identification of probable root cause
events using the topology to understand the event relationships
– Grouping of the resulting events under the root cause candidate event
• AppDynamics to consume change information for analysis
• Send performance metrics into ServiceNow Event Management to leverage analytics
Leverage automated analytics to reduce noise and resolve issues faster