Cloud Services

Enterprise Marketplace

ITSM provider integration
Published On Sep 20, 2024 - 12:44 PM

ITSM provider integration

Covers how to integrate ITSM providers with Enterprise Marketplace so that stacks can be controlled using the ITSM provider.
Enterprise Marketplace has a robust set of features to help you track and edit stacks. However, it can also be integrated with popular IT Service Management (ITSM) systems so that the ITSM system can be used alongside Kyndryl Modern Operations Applications. Each Kyndryl Modern Operations Applications tenant can be integrated with one or more ITSM systems as per requirements.
An ITSM provider (such as ServiceNow or Remedy) can be used to create multiple ITSM systems, each of which points to a different environment. For a new tenant in Kyndryl Modern Operations Applications, by default an ITSM provider is available out of the box that should be used for integration with ServiceNow. For Kyndryl Modern Operations Applications integration with non-ServiceNow ITSM systems, a custom ITSM provider must be added.
The following functions of ITSM providers are supported:
  • Order tracking:
     After an order is placed on Enterprise Marketplace, the lifecycle of the order can be tracked on the ITSM system, even by a user who has limited access to the ITSM and no access to Enterprise Marketplace. Order tracking is achieved by creating a ticket (or any similar entity) on the ITSM system against each order placed on Enterprise Marketplace.
  • External approval support:
     While Enterprise Marketplace has a built-in order approval process that can be customized using approval policies, you can also use the approval policies procedures on your ITSM system. In this configuration, the ITSM system acts as the external approval system, and Enterprise Marketplace will not proceed until this approval response has been received.
  • Change management:
     Integration between Kyndryl Modern Operations Applications and your ITSM system allows you to control change management from the ITSM system. You can schedule provisioning to be executed during a designated change management window. The ITSM system can also support post-provisioning activity.
  • CMDB update:
     After the provisioning of a stack is completed, the instance details are updated as CI records by CMDB update in the ITSM system to properly track and manage the instances.

Onboarding scenarios

The process differs based on when your Kyndryl Modern Operations Applications tenant was created. The August 3, 2022 release included a new UI that fundamentally changed how ITSM providers are onboarded, so the procedures differ depending on whether your tenant is created before or after this date. The following are the scenarios:
  • New Kyndryl Modern Operations Applications tenant (post-8/3 release)
  • Kyndryl Modern Operations Applications tenant with working ITSM integration created before 8/3
  • Kyndryl Modern Operations Applications tenant created before 8/3 without ITSM integration
See the following pages for onboarding the available ITSM providers:

Roles required

To perform the steps in these procedures, you need a user with the System Admin role, which is required for executing the ITSM related onboarding APIs.

Managing providers

Managing providers has become much easier with the release of the UI. To manage a provider, complete these steps:
  • Edit a provider:
     Click the
    Actions
     icon for the provider and select
    Edit Generic Parameters
    .
  • Delete a provider:
     Click the
    Actions
     icon for the provider and select
    Delete
    . Click
    Yes
     in the confirmation popup . No more steps are needed in Kyndryl Modern Operations Applications.
After you make any change in Kyndryl Modern Operations Applications, you also must submit a configuration request in your ITSM system to match the changes you made. For more information about making changes in ServiceNow, see Configuring ServiceNow.
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