Connect ITSM products/services with IT Service Management Connector

This article provides information about how to configure the connection between your ITSM product/service and the IT Service Management Connector (ITSMC) in Log Analytics to centrally manage your work items. For more information about ITSMC, see Overview.

The following ITSM products/services are supported. Select the product to view detailed information about how to connect the product to ITSMC.

Note

ITSM Connector can only connect to cloud-based ServiceNow instances. On-premises ServiceNow instances are currently not supported.

Connect System Center Service Manager to IT Service Management Connector in Azure

The following sections provide details about how to connect your System Center Service Manager product to ITSMC in Azure.

Prerequisites

Ensure the following prerequisites are met:

Connection procedure

Use the following procedure to connect your System Center Service Manager instance to ITSMC:

  1. In Azure portal, go to All Resources and look for ServiceDesk(YourWorkspaceName)

  2. Under WORKSPACE DATA SOURCES click ITSM Connections.

    New connection

  3. At the top of the right pane, click Add.

  4. Provide the information as described in the following table, and click OK to create the connection.

Note

All these parameters are mandatory.

Field Description
Connection Name Type a name for the System Center Service Manager instance that you want to connect with ITSMC. You use this name later when you configure work items in this instance/ view detailed log analytics.
Partner type Select System Center Service Manager.
Server URL Type the URL of the Service Manager Web app. More information about Service Manager Web app is here.
Client ID Type the client ID that you generated (using the automatic script) for authenticating the Web app. More information about the automated script is here.
Client Secret Type the client secret, generated for this ID.
Data Sync Scope Select the Service Manager work items that you want to sync through ITSMC. These work items are imported into Log Analytics. Options: Incidents, Change Requests.
Sync Data Type the number of past days that you want the data from. Maximum limit: 120 days.
Create new configuration item in ITSM solution Select this option if you want to create the configuration items in the ITSM product. When selected, OMS creates the affected CIs as configuration items (in case of non-existing CIs) in the supported ITSM system. Default: disabled.

Service manager connection

When successfully connected, and synced:

  • Selected work items from Service Manager are imported into Azure Log Analytics. You can view the summary of these work items on the IT Service Management Connector tile.

  • You can create incidents from Log Analytics alerts or from log records, or from Azure alerts in this Service Manager instance.

Learn more: Create ITSM work items for Log Analytics alerts, Create ITSM work items from Log Analytics logs and Create ITSM work items from Azure alerts.

Create and deploy Service Manager web app service

To connect the on-premises Service Manager with ITSMC in Azure, Microsoft has created a Service Manager Web app on the GitHub.

To set up the ITSM Web app for your Service Manager, do the following:

  • Deploy the Web app – Deploy the Web app, set the properties, and authenticate with Azure AD. You can deploy the web app by using the automated script that Microsoft has provided you.
  • Configure the hybrid connection - Configure this connection, manually.

Deploy the web app

Use the automated script to deploy the Web app, set the properties, and authenticate with Azure AD.

Run the script by providing the following required details:

  • Azure subscription details
  • Resource group name
  • Location
  • Service Manager server details (server name, domain, user name, and password)
  • Site name prefix for your Web app
  • ServiceBus Namespace.

The script creates the Web app using the name that you specified (along with few additional strings to make it unique). It generates the Web app URL, client ID and client secret.

Save the values, you use them when you create a connection with ITSMC.

Check the Web app installation

  1. Go to Azure portal > Resources.
  2. Select the Web app, click Settings > Application Settings.
  3. Confirm the information about the Service Manager instance that you provided at the time of deploying the app through the script.

Configure the hybrid connection

Use the following procedure to configure the hybrid connection that connects the Service Manager instance with ITSMC in Azure.

  1. Find the Service Manager Web app, under Azure Resources.
  2. Click Settings > Networking.
  3. Under Hybrid Connections, click Configure your hybrid connection endpoints.

    Hybrid connection networking

  4. In the Hybrid Connections blade, click Add hybrid connection.

    Hybrid connection add

  5. In the Add Hybrid Connections blade, click Create new hybrid Connection.

    New Hybrid connection

  6. Type the following values:

    • EndPoint Name: Specify a name for the new Hybrid connection.
    • EndPoint Host: FQDN of the Service Manager management server.
    • EndPoint Port: Type 5724
    • Servicebus namespace: Use an existing servicebus namespace or create a new one.
    • Location: select the location.
    • Name: Specify a name to the servicebus if you are creating it.

      Hybrid connection values

  7. Click OK to close the Create hybrid connection blade and start creating the hybrid connection.

    Once the Hybrid connection is created, it is displayed under the blade.

  8. After the hybrid connection is created, select the connection and click Add selected hybrid connection.

    New hybrid connection

Configure the listener setup

Use the following procedure to configure the listener setup for the hybrid connection.

  1. In the Hybrid Connections blade, click Download the Connection Manager and install it on the machine where System Center Service Manager instance is running.

    Once the installation is complete, Hybrid Connection Manager UI option is available under Start menu.

  2. Click Hybrid Connection Manager UI , you will be prompted for your Azure credentials.

  3. Login with your Azure credentials and select your subscription where the Hybrid connection was created.

  4. Click Save.

Your hybrid connection is successfully connected.

successful hybrid connection

Note

After the hybrid connection is created, verify and test the connection by visiting the deployed Service Manager Web app. Ensure the connection is successful before you try to connect to ITSMC in Azure.

The following sample image shows the details of a successful connection:

Hybrid connection test

Connect ServiceNow to IT Service Management Connector in Azure

The following sections provide details about how to connect your ServiceNow product to ITSMC in Azure.

Prerequisites

Ensure the following prerequisites are met:

ServiceNow Admins must do the following in their ServiceNow instance:

Connection procedure

Use the following procedure to create a ServiceNow connection:

  1. In Azure portal, go to All Resources and look for ServiceDesk(YourWorkspaceName)

  2. Under WORKSPACE DATA SOURCES click ITSM Connections. New connection

  3. At the top of the right pane, click Add.

  4. Provide the information as described in the following table, and click OK to create the connection.

Note

All these parameters are mandatory.

Field Description
Connection Name Type a name for the ServiceNow instance that you want to connect with ITSMC. You use this name later in OMS when you configure work items in this ITSM/ view detailed log analytics.
Partner type Select ServiceNow.
Username Type the integration user name that you created in the ServiceNow app to support the connection to ITSMC. More information: Create ServiceNow app user role.
Password Type the password associated with this user name. Note: User name and password are used for generating authentication tokens only, and are not stored anywhere within the ITSMC service.
Server URL Type the URL of the ServiceNow instance that you want to connect to ITSMC.
Client ID Type the client ID that you want to use for OAuth2 Authentication, which you generated earlier. More information on generating client ID and secret: OAuth Setup.
Client Secret Type the client secret, generated for this ID.
Data Sync Scope Select the ServiceNow work items that you want to sync to Azure Log Analytics, through the ITSMC. The selected values are imported into log analytics. Options: Incidents and Change Requests.
Sync Data Type the number of past days that you want the data from. Maximum limit: 120 days.
Create new configuration item in ITSM solution Select this option if you want to create the configuration items in the ITSM product. When selected, ITSMC creates the affected CIs as configuration items (in case of non-existing CIs) in the supported ITSM system. Default: disabled.

ServiceNow connection

When successfully connected, and synced:

  • Selected work items from ServiceNow instance are imported into Azure Log Analytics. You can view the summary of these work items on the IT Service Management Connector tile.

  • You can create incidents from Log Analytics alerts or from log records, or from Azure alerts in this ServiceNow instance.

Learn more: Create ITSM work items for Log Analytics alerts, Create ITSM work items from Log Analytics logs and Create ITSM work items from Azure alerts.

Create integration user role in ServiceNow app

User the following procedure:

  1. Visit the ServiceNow store and install the User App for ServiceNow and Microsoft OMS Integration into your ServiceNow Instance.
  2. After installation, visit the left navigation bar of the ServiceNow instance, search, and select Microsoft OMS integrator.
  3. Click Installation Checklist.

    The status is displayed as Not complete if the user role is yet to be created.

  4. In the text boxes, next to Create integration user, enter the user name for the user that can connect to ITSMC in Azure.

  5. Enter the password for this user, and click OK.

Note

You use these credentials to make the ServiceNow connection in Azure.

The newly created user is displayed with the default roles assigned.

Default roles:

  • personalize_choices
  • import_transformer
  • x_mioms_microsoft.user
  • itil
  • template_editor
  • view_changer

Once the user is successfully created, the status of Check Installation Checklist moves to Completed, listing the details of the user role created for the app.

Note

To allow a user to create alerts and events in ServiceNow from Azure:

  • Ensure you have the Event Management module Installed on your ServiceNow instance.

  • Add the following roles to the integration user:

    • evt_mgmt_integration
    • evt_mgmt_operator

Connect Provance to IT Service Management Connector in Azure

The following sections provide details about how to connect your Provance product to ITSMC in Azure.

Prerequisites

Ensure the following prerequisites are met:

Connection Procedure

Use the following procedure to create a Provance connection:

  1. In Azure portal, go to All Resources and look for ServiceDesk(YourWorkspaceName)

  2. Under WORKSPACE DATA SOURCES click ITSM Connections. New connection

  3. At the top of the right pane, click Add.

  4. Provide the information as described in the following table, and click OK to create the connection.

Note

All these parameters are mandatory.

Field Description
Connection Name Type a name for the Provance instance that you want to connect with ITSMC. You use this name later when you configure work items in this ITSM/ view detailed log analytics.
Partner type Select Provance.
Username Type the user name that can connect to ITSMC.
Password Type the password associated with this user name. Note: User name and password are used for generating authentication tokens only, and are not stored anywhere within the ITSMC service._
Server URL Type the URL of your Provance instance that you want to connect to ITSMC.
Client ID Type the client ID for authenticating this connection, which you generated in your Provance instance. More information on client ID, see how to configure active directory authentication.
Data Sync Scope Select the Provance work items that you want to sync to Azure Log Analytics, through ITSMC. These work items are imported into log analytics. Options: Incidents, Change Requests.
Sync Data Type the number of past days that you want the data from. Maximum limit: 120 days.
Create new configuration item in ITSM solution Select this option if you want to create the configuration items in the ITSM product. When selected, ITSMC creates the affected CIs as configuration items (in case of non-existing CIs) in the supported ITSM system. Default: disabled.

Provance connection

When successfully connected, and synced:

  • Selected work items from this Provance instance are imported into Azure Log Analytics. You can view the summary of these work items on the IT Service Management Connector tile.

  • You can create incidents from Log Analytics alerts or from log records, or from Azure alerts in this Provance instance.

Learn more: Create ITSM work items for Log Analytics alerts, Create ITSM work items from Log Analytics logs and Create ITSM work items from Azure alerts.

Connect Cherwell to IT Service Management Connector in Azure

The following sections provide details about how to connect your Cherwell product to ITSMC in Azure.

Prerequisites

Ensure the following prerequisites are met:

Connection Procedure

Use the following procedure to create a Provance connection:

  1. In Azure portal, go to All Resources and look for ServiceDesk(YourWorkspaceName)

  2. Under WORKSPACE DATA SOURCES click ITSM Connections. New connection

  3. At the top of the right pane, click Add.

  4. Provide the information as described in the following table, and click OK to create the connection.

Note

All these parameters are mandatory.

Field Description
Connection Name Type a name for the Cherwell instance that you want to connect to ITSMC. You use this name later when you configure work items in this ITSM/ view detailed log analytics.
Partner type Select Cherwell.
Username Type the Cherwell user name that can connect to ITSMC.
Password Type the password associated with this user name. Note: User name and password are used for generating authentication tokens only, and are not stored anywhere within the ITSMC service.
Server URL Type the URL of your Cherwell instance that you want to connect to ITSMC.
Client ID Type the client ID for authenticating this connection, which you generated in your Cherwell instance.
Data Sync Scope Select the Cherwell work items that you want to sync through ITSMC. These work items are imported into log analytics. Options: Incidents, Change Requests.
Sync Data Type the number of past days that you want the data from. Maximum limit: 120 days.
Create new configuration item in ITSM solution Select this option if you want to create the configuration items in the ITSM product. When selected, ITSMC creates the affected CIs as configuration items (in case of non-existing CIs) in the supported ITSM system. Default: disabled.

Provance connection

When successfully connected, and synced:

  • Selected work items from this Cherwell instance are imported into Azure Log Analytics. You can view the summary of these work items on the IT Service Management Connector tile.

  • You can create incidents from Log Analytics alerts or from log records, or from Azure alerts in this Cherwell instance.

Learn more: Create ITSM work items for Log Analytics alerts, Create ITSM work items from Log Analytics logs and Create ITSM work items from Azure alerts.

Generate client ID for Cherwell

To generate the client ID/key for Cherwell, use the following procedure:

  1. Log in to your Cherwell instance as admin.
  2. Click Security > Edit REST API client settings.
  3. Select Create new client > client secret.

    Cherwell user id

Next steps