Centrally manage ITSM work items using IT Service Management Connector (Preview)

IT Service Management Connector symbol

You can use the IT Service Management Connector (ITSMC) in OMS Log Analytics to centrally monitor and manage work items across your ITSM products/services.

The IT Service Management Connector integrates your existing IT Service Management (ITSM) products and services with OMS Log Analytics. The solution has bidirectional integration with ITSM products/services, where it provides the OMS users an option to create incidents, alerts, or events in ITSM solution. The connector also imports data such as incidents, and change requests from ITSM solution into OMS Log Analytics.

With IT Service Management Connector, you can:

  • Centrally monitor and manage work items for ITSM products/services used across your organization.
  • Create ITSM work items (like alert, event, incident) in ITSM from OMS alerts and through log search.
  • Read incidents and change requests from your ITSM solution and correlate with relevant log data in Log Analytics workspace.
  • Find any unexpected and unusual events and resolve them, even before the end users call and report them to the helpdesk.
  • Import work items data into Log Analytics and create key performance indicator (KPI) reports. Using these reports, you can identify, assess and act on several important items such as malware assessment.
  • View curated dashboards for deeper insights on incidents, change requests and impacted systems.
  • Troubleshoot faster by correlating with other management solutions in the Log Analytics workspace.

Prerequisites

To import the ITSM work items into OMS Log Analytics, the solution requires a connection between the IT Service Management Connector in the OMS and the IT SM product/service from which you import the work items.

Configuration

Add the IT Service Management Connector solution to your OMS work space, using the process described in Add Log Analytics solutions from the Solutions Gallery.

IT Service Management Connector tile as you see in the Solutions gallery:

connector tile

After successful addition, you will see the IT Service Management Connector under OMS > Settings > Connected Sources.

ITSMC Connected

Note

By default, the IT Service Management Connector refreshes the connection's data once in every 24 hours. To refresh your connection's data instantly for any edits or template updates that you make, click the refresh button displayed next to your connection.

ITSMC refresh

Management packs

This solution does not require any management packs.

Connected sources

The following ITSM products/services are supported by the IT Service Management Connector:

Using the solution

Once you connect the OMS IT Service Management Connector with your ITSM service, the Log Analytics services starts gathering the data from the connected ITSM products/service.

Note
  • Data imported by IT Service Management Connector solution appears in Log Analytics as events named ServiceDesk_CL.
  • Event contains a field named ServiceDeskWorkItemType_s. which can take its value as incident, or change request, depending on the work item data contained in the ServiceDesk_CL event.

Input data

Work items imported from the ITSM products/services.

The following information shows examples of data gathered by the IT Service Management connector:

Note

Depending on the work item type imported into Log Analytics, ServiceDesk_CL contains the following fields:

Work item: Incidents
ServiceDeskWorkItemType_s="Incident"

Fields

  • ServiceDeskConnectionName
  • Service Desk ID
  • State
  • Urgency
  • Impact
  • Priority
  • Escalation
  • Created By
  • Resolved By
  • Closed By
  • Source
  • Assigned To
  • Category
  • Title
  • Description
  • Created Date
  • Closed Date
  • Resolved Date
  • Last Modified Date
  • Computer

Work item: Change Requests

ServiceDeskWorkItemType_s="ChangeRequest"

Fields

  • ServiceDeskConnectionName
  • Service Desk ID
  • Created By
  • Closed By
  • Source
  • Assigned To
  • Title
  • Type
  • Category
  • State
  • Escalation
  • Conflict Status
  • Urgency
  • Priority
  • Risk
  • Impact
  • Assigned To
  • Created Date
  • Closed Date
  • Last Modified Date
  • Requested Date
  • Planned Start Date
  • Planned End Date
  • Work Start Date
  • Work End Date
  • Description
  • Computer

Output data for a ServiceNow incident

OMS field ITSM field
ServiceDeskId_s Number
IncidentState_s State
Urgency_s Urgency
Impact_s Impact
Priority_s Priority
CreatedBy_s Opened by
ResolvedBy_s Resolved by
ClosedBy_s Closed by
Source_s Contact type
AssignedTo_s Assigned to
Category_s Category
Title_s Short description
Description_s Notes
CreatedDate_t Opened
ClosedDate_t closed
ResolvedDate_t Resolved
Computer Configuration item

Output data for a ServiceNow change request

OMS field ITSM field
ServiceDeskId_s Number
CreatedBy_s Requested by
ClosedBy_s Closed by
AssignedTo_s Assigned to
Title_s Short description
Type_s Type
Category_s Catgory
CRState_s State
Urgency_s Urgency
Priority_s Priority
Risk_s Risk
Impact_s Impact
RequestedDate_t Requested by date
ClosedDate_t Closed date
PlannedStartDate_t Planned start date
PlannedEndDate_t Planned end date
WorkStartDate_t Actual start date
WorkEndDate_t Actual end date
Description_s Description
Computer Configuration Item

Sample Log Analytics screen for ITSM data:

Log Analytics screen

IT Service Management connector – integration with other OMS solutions

IT Service Management Connector, currently supports integration with the Service Map solution.

Service Map automatically discovers the application components on Windows and Linux systems and maps the communication between services. It allows you to view your servers as you think of them – as interconnected systems that deliver critical services. Service Map shows connections between servers, processes, and ports across any TCP-connected architecture with no configuration required other than installation of an agent. More information: Service Map.

With this integration, you can view the service desk items created in the ITSM solutions as shown in the following example:

Integrated solution

Create ITSM work items for OMS alerts

For the OMS alerts, you can create associated work items in the connected ITSM sources. To do this, use the following procedure:

  1. From Log Search window, run a log search query to view data. Query results are the source for work items.
  2. In Log Search, click Alert to open the Add Alert Rule page.

    Log Analytics screen

  3. On the Add Alert Rule window, provide the required details for Name, Severity, Search query, and Alert criteria (Time Window/Metric measurement).

  4. Select Yes for ITSM Actions.
  5. Select your ITSM connection from the Select Connection list.
  6. Provide the details as required.
  7. To create a separate work item for each log entry of this alert, select the Create individual work items for each log entry checkbox.

    Or

    leave this checkbox unselected to create only one work item for any number of log entries under this alert.

  8. Click Save.

The OMS alert will be created under Alerts. The corresponding ITSM connection's work items are created when the specified alert's condition is met.

Create ITSM work items from OMS logs

You can create work items in the connected ITSM sources by using OMS Log Search. To do this, use the following procedure:

  1. From Log Search, search the required data, select the detail, and click Create work item.

    The Create ITSM Work item window appears:

    Log Analytics screen

  2. Add the following details:

    • Work item Title: Title for the work item.
    • Work item Description: Description for the new work item.
    • Affected Computer: Name of the computer where this log data was found.
    • Select Connection: ITSM connection in which you want to create this work item.
    • Work item: Type of work item.
  3. To use an existing work item template for an incident, click Yes under Generate work item based on the template option and then click Create.

    Or,

    Click No if you want to provide your customized values.

  4. Provide the appropriate values in the Contact Type, Impact, Urgency, Category, and Sub Category text boxes, and then click Create.

The work item will be created in the ITSM, which you can also view in OMS.

Troubleshoot ITSM connections in OMS

  1. If connection fails from connected source's UI and you get the Error in saving connection message, do the following:

    • In case of ServiceNow, Cherwell and Provance connections, ensure you correctly entered the username/password and client ID/client secret for each of the connections. If the error persists, check if you have sufficient privileges in the corresponding ITSM product to make the connection.
    • In case of Service Manager, ensure that the Web app is successfully deployed and hybrid connection is created. To verify the connection is successfully established with the on-prem Service Manager machine, visit the Web app URL as detailed in the documentation for making the hybrid connection.
  2. If data from ServiceNow is not getting synced in OMS, ensure that the ServiceNow instance is not sleeping. This might sometime happen in the ServiceNow Dev instances, when idle. Else, report the issue.

  3. If Alerts are getting fired from OMS but work items are not getting created in ITSM product or configuration items are not getting created/linked to work items or for any generic information, do the following:
    • IT Service Management Connector solution in OMS portal could be used to get a summary of connections/work items/computers etc. Click the error message in the status blade, navigate to Log Search and view the connection that has the error by using the details in the error message.
    • you can directly view the errors/related information in the Log Search page using Type=ServiceDeskLog_CL.

Troubleshoot Service Manager Web App deployment

  1. In case of any trouble with web app deployment, ensure you have sufficient permissions in the subscription mentioned to create/deploy resources.
  2. If Object reference not set to instance of an object error message appears while running the script ensure that you entered valid values under User Configuration section.
  3. If you fail to create service bus relay namespace, ensure that the required resource provider is registered in the subscription. If not registered, manually create it from the Azure portal. You can also create it while creating the hybrid connection from the Azure portal.

Contact us

For any queries or feedback on the IT Service Management Connector, contact us at omsitsmfeedback@microsoft.com.

Next steps

Add ITSM products/services to IT Service Management Connector.