“We have ServiceNow and want to use its service management portal instead of vRA, is this possible?” This question comes up a lot from our customers and often with a follow up questions “Can we wrap ServiceNow approval policies around it?” The answer is YES!
There are 2 ways to achieve this, the first is using VMware’s vRealize Automation plugin for ITSM which is available here. The main premise of this plugin to expose the exact vRA services and catalog items directly within ServiceNow. This is good and all, but it does not provide a lot of flexibility and the application installation and configuration is complex. Check out these blogs for additional information on v7.6.1 and v5.0.
The second solution, and what I will be using is SovLab’s ServiceNow connector module, which is very easy to implement and provides a lot of flexible by allowing ServiceNow administrators to customize the catalog and the request process directly within the ServiceNow platform. It has the following highlighted features:
- Multi-tenant & vRA instance support
- Platform-native control for ServiceNow which means management and and customization is done directly within ServiceNow and also using ServiceNow constructs (catalog, workflow, etc.)
- Day2 vRA operations support
- Request as ServiceNow user automatically maps to corresponding vRA user, so also no requirement for SAML or ADFS!
- SovLabs Template Engine support for metadata injection and custom logic, which is a huge plus
- Can be coupled with the SovLabs CMDB Module, which is very useful and something everyone needs.
So lets start with the implementation prerequisites:
As a prerequisite you need a ServiceNow instance and a MID Server installed and configured. I assume this is already done so I will not provide steps here for this.
Some other SovLabs related prerequisites you need to take care of:
- a ServiceNow instance with a MID Server installed and configured.
- I assume this is already done so I will not provide steps here for this.
- ServiceNow connector plugin software
- SovLabs license key
- For the ServiceNow tables: “question_choice”, “sc_cat_item” and “item_option_new” you have to set All Application Access for Can read, Can create, Can update, and Can delete
- Go to System Definition > Tables > question_choice
- Go to Application Access
- For All application scopes, make sure Can read, Can create, Can update, and Can delete are checked
- Repeat Step 2 and Step 3 for the other tables
- The ServiceNow usernames needs to match their vRA username
- Unless SovLabs ‘User Mapping’ is used, which you can read about here
- I just setup the usernames in ServiceNow to match my domain username login for vRA. “username@domain.com”
- If you want to perform Day2 actions you have to install and configure the SovLabs ServiceNow CMDB module as well. Check out my blog on this.
- Administrator credentials to vRO that also has entitlements to the Business Group/Catalog Items being Imported to ServiceNow