Cloud Services

Enterprise Marketplace

ServiceNow integration for Foundation APIs
Published On Jun 13, 2024 - 1:02 PM

ServiceNow integration for Foundation APIs

Integrate a ServiceNow instance with a Enterprise Marketplace tenant with the Foundation APIs.
You can use the popular ServiceNow ITSM program to manage catalogs in Enterprise Marketplace. This page details how to integrate the two systems.
The current onboarding process became active with the January 25, 2023 release. To update any integrations done before that date, see the
Adapter configurability
section in Update existing ServiceNow integrations.
The integration process consists of the following steps:
After you have integrated ServiceNow with Enterprise Marketplace, you can also perform these optional configurations. You only need to perform these if you want to overwrite the default behavior of the integration.

Prerequisites

The following prerequisites must be met before ServiceNow can be integrated with Enterprise Marketplace:
  1. A Service ID must be created. For more information, see Service IDs.
  2. An Access Group for ServiceNow needs to be created and the users added to it. For more information, see Access groups.
  3. Access Policies for ServiceNow need to be added. For more information, see Access policies. The access policies can be assigned to the access group or the service ID. The access policy must contain an access tag that will be used to help connect ServiceNow with Enterprise Marketplace. For more information, see Access tags The Access Policy must provide these roles:
    • Enterprise Marketplace:
      • Buyer
      • Catalog Administrator
      • Financial Approver
      • Legal Approver
      • Order Administrator
      • Policy Administrator
      • Technical Approver
      • Custom Roles
    • Platform:
      • Administrator
  4. Assign the access group to the service ID.

Install the ServiceNow Droplet

Communication between ServiceNow and Kyndryl Modern Operations Applications is performed using the Enterprise Marketplace Integration Droplet on the ServiceNow side. The Droplet is released on a quarterly basis.
To install the Droplet, complete these steps:
  1. Install the Performance Analytics plugin if needed.
  2. Download the latest Droplet ServiceNow files (update set and data xml files) from https://pages.github.kyndryl.net/MCMP-Integrations/cb-snow-user-documentation/dropletinstallation/ by cloning the release branch. Click the
    MCMP Droplet
    link and download the required files. Navigate to the
    MCMP Quickstart
    link and download the required files.
  3. Log in to your ServiceNow instance.
  4. Click
    System Update Sets
    Retrieved Update Sets
    .
  5. In the
    Related Links
    section, click
    Import Update Set from XML
    .
  6. Click
    Browse
    and navigate to the files that you downloaded.
  7. Select the
    IBM HCMS MVP 3.0 -Jul 15_20 MT Support based on broker Location-Global Scope.xml
    file and click
    Upload
    .
  8. Open the Loaded Update Set that you just uploaded.
  9. Click
    Preview Update Set
    .
  10. Click
    Commit Update Set
    .
  11. Click
    Update
    .
  12. Repeat the above steps for the
    SleepForScopedApp
    .
  13. Navigate to
    sys_choice.list
    table from the filter navigator.
  14. Right-click anywhere between the fields and select
    Import xml
    .
  15. Select the
    CloudProvidersChoice-List.xml
    file and click
    Upload
    .
  16. Select the
    IBM HCMS MVP 3.0 - October 26_22 Package.xml
    file and click
    Upload
    .
  17. Open the Loaded Update Set that you just uploaded.
  18. Click
    Preview Update Set
    .
  19. Click
    Commit Update Set
    .
  20. Click
    Update
    and close the application.
  21. Accept all errors. These errors are related to the Kyndryl Modern Operations Applications demo data that will be installed along with this package and the Cloud Management Related Configurations.
  22. Select
    Integration
    in
    Applications
    .
  23. Open the list of users in the
    User Administration
    section.
  24. Right-click between the fields and select
    Import xml
    .
  25. Select each of these files and click
    Upload
    :
    • HcmsUserQS.xml
    • log_verbosity.xml
    • HcmsUserQsRole.xml (this is not required if you are installing the droplet because it is only required for QuickStart)
    • CLOUDAUTO.xml
    • CLOUDGROUP.xml
    • CloudGroupRole.xml
    • CloudGrpMember.xml

Create user in ServiceNow

You must create a user in ServiceNow that includes the correct roles so that it can be used to communicate with Enterprise Marketplace. These steps require the user_admin role. To create the user, complete these steps:
  1. Click
    All
    User Administration
    Users
    .
  2. Click
    New
    .
  3. Enter the following information for the new user:
    • User ID:
        A unique ID that will be used as the user's login name.
    • First name:
      The user's first name.
    • Last name:
      The user's last name.
    • Title:
      Enter a title or job description, or select one from the list. 
    • Department:
      Select the user's department.
    • Password:
      A password that the user will use to log in with.
    • Password needs reset:
      Select to force the user to change their password during their first login. 
    • Locked out:
      Select to lock the user out of the instance and terminate all their active sessions.
    • Active:
      Select whether to make the user active.
    • Web service access only:
      Leave this unselected.
    • Internal Integration User:
      Leave this unselected.
    • Date format:
      The user's preferred format for dates.
    • Email:
      The user's email address.
    • Notification:
      Select
      Enable
      to send email notifications to the user automatically, or
      Disable
      to only send notifications if they subscribe to them.
    • Calendar integration:
      Select
      Outlook
      to send meeting notifications directly to the calendar. Otherwise, select
      None
      .
    • Time zone:
      Select the time zone that the user works in.
    • Business number:
      The user's business phone number.
    • Mobile phone:
      The user's mobile phone number.
    • Photo:
      Attach an optional photo of the user.
    • Geolocation:
      Select to enable location tracking. Select
      Geolocation tracked
      to actively track the user's location.
    • Location:
      Set the usual location for the user. This is visible when Geolocation is active.
  4. Click
    Submit
    .
  5. Click
    All
    User Administration
    Users
    .
  6. Open the new user record.
  7. In the
    Roles
    section, click
    Edit
    .
  8. In the
    Collection
    section, select the following roles and then click
    Add
    :
    • import_admin
    • web_service_admin
    • itil
    • qs_integration_gbl_user (only visible when QuickStart packages are involved)
    • x_ibmg3_hcms.hcms_user
  9. Click
    Save
    .

Integrate Enterprise Marketplace with ServiceNow

To onboard ServiceNow as an ITSM provider, complete these steps:
  1. Log in to Kyndryl Modern Operations Applications.
  2. Navigate to the
    Manage ITSM
    page. To learn more about navigating to the different services from each tenant, refer to Landing page navigation or Kyndryl Bridge Landing page navigation.
  3. On the
    Quick Start
    page, click
    Onboard
    .
  4. On the
    Configure credentials
    tab, enter the following parameters and then click
    Test
    :
    Currently only ServiceNow service accounts are supported.
    • Select whether to
      Use a ServiceNow Service Account for integrations
      .
    • Enter the URL for the
      ServiceNow endpoint
      that you want to use.
    • Enter the
      Username
      and
      Password
      that you want to use to log in to ServiceNow. This is the user that you created in the previous section.
  5. If the test is successful, in the
    Associate with a Business Entity
    section, add the
    Business Entities
    and their corresponding
    Values
    that you want to associate the ServiceNow provider with. When you are done, click
    Next
    .
  6. On the
    Configure connectivity
    tab, enter the following information and then click
    Next
    :
    • Name:
      Enter a descriptive name for the connection.
    • Mode of Communication:
      Select
      Direct
      or via
      Web Socket
      .
    • Additional data schema:
      Any additional information blueprint needed for the connection.
  7. On the
    Review
    tab, make sure that the configuration is correct. You must click an arrow in the
    Configure connectivity
    section to display that section. If everything is correct, click
    Submit
    . Otherwise click the
    Previous
    button to go back to the section that you need to correct.
ServiceNow is then displayed on the
Quick Start
page.
To update parameters after onboarding the provider, click the
Actions
icon and selecting
Edit Generic Param
. You will be taken through the normal onboarding process as detailed previously.

Locate the Service ID and API Key

To create a connection between ServiceNow and Enterprise Marketplace, you need the Service ID and the API Key for that ID. To get them, complete these steps:
  1. Navigate to the Service ID that you created for ServiceNow integration in your Kyndryl Modern Operations Applications tenant. To learn more about navigating to the different services from each tenant, refer to Landing page navigation or Kyndryl Bridge Landing page navigation.
  2. Copy the Service ID from the URL of the Kyndryl Modern Operations Applications tenant. The ID is the alphanumeric string immediately after
    /service-ids/
    and before
    /view/
    .
  3. To generate the API Key, click
    Manage
    Add API Key
  4. Record the generated API Key and store it in a secure location. It will not be displayed again.

Create a credential in ServiceNow

To create a Kyndryl Modern Operations Applications credential to allow ServiceNow to communicate with it, complete these steps:
  1. Log in to your ServiceNow instance.
  2. Find
    API_KEY_CREDENTIALS.LIST
    in the navigator and click it.
  3. Click
    New
    .
  4. Enter the following information for your Kyndryl Modern Operations Applications instance and click
    Save
    :
    • Name:
      The name of your new credential. Make a note of this, as you will need it when you Link ServiceNow to Enterprise Marketplace.
    • Active:
      Leave this selected.
    • User name:
      The user ID used to log in to your Kyndryl Modern Operations Applications instance for older tenants, or the Service ID for Founcation APIs
    • API key:
      The API key for your Kyndryl Modern Operations Applications instance.
    • Applies to:
      Leave this as
      All MID servers
      .
    • Order:
      Leave this as
      100
      .
The record will be listed under Kyndryl Modern Operations Applications Credential.

Optional additional configuration

In addition to the standard configuration, you can also perform these additional configurations on your ServiceNow integration:

Add provider-specific policies

These policies are specific to a single provider and do not affect other providers in the system. To create a policy, complete these steps:
  1. Click the
    Actions
    icon for the provider and select
    Edit Catalog Mapping
    . You can also get to the
    Catalog mapping policy
    tab automatically by choosing to add policies after onboarding the provider.
  2. On the
    Catalog mapping policy
    tab, click
    Add Policy
    .
  3. In the
    List of Catalog Mapping Policies
    , select one or more default policies to apply to the provider and then click
    Next
    to continue to edit the provider, or
    Save
    to save and exit. You can also create your own policies. Policies are checked in the order that they are listed. The first policy that has matching criteria is applied. You can delete the policies that you select by clicking
    Delete
    . To create a policy, click
    Add Policy
    , enter the following information, and then click
    Save
    :
    • Policy Name:
      Enter a descriptive name for the new policy. By default this is based on the provider code and catalog name along with four UUID characters.
    • Policy ID:
      This is a system-generated unique ID that identifies the policy.
    • ITSM Catalog Item:
      The catalog item on the ITSM system that is used to create a service request.
    • Create Change Requests along with Service Requests:
      Select this to create change requests if they are required by the ITSM system that you are using.
    • Enable Change Requests Approval:
      If you select
      Create Change Requests along with Service Requests
      , select this when you need to approve a normal change request. A normal change is any non-standard change that requires manual intervention.
    • You can add one or more conditions to the policy by clicking
      Add Condition
      and selecting the following parameters. The policy will be applied if any of the conditions are met. Conditions can be deleted by clicking the
      Trash Can
      icon next to them.
      • Entity:
        Select the entity to be monitored.
      • Property:
        Select the property of the entity.
      • Value:
        Select the value of the selected property that will trigger the policy.
    • Expression Editor:
      This field allows you to create conditions using regular logical expressions. When you are done, click
      Apply
      to generate the condition.
  4. On the
    Review
    tab, make sure that all parameters that you entered are correct, then click
    Save
    .
The policies are applied in the order that they are listed. To change this order, click
Change Sequence
and drag and drop the policies into the order that you want.

Add global policies

Global policies apply to all providers that have been integrated into Enterprise Marketplace. To apply a global policy, complete these steps:
  1. Navigate to the
    ITSO System Management
    page. To learn more about navigating to the different services from each tenant, refer to Landing page navigation or Kyndryl Bridge Landing page navigation.
  2. On the
    Manage ITSM Providers
    page, click
    Configure
    in the
    Configure global policies
    box.
  3. In the
    Configure Global Policy
    pane, select the global policies that you want to apply to your system and then click
    Save
    :
    • Creation of service request for migration order:
      Select this option to prevent service requests from being automatically generated in ServiceNow by Edit and Change Version actions. This is helpful to prevent the system from generating excessive service requests during migrations.

Create an order approval policy

An order approval policy controls how the order behaves after it is submitted. The default policy automatically approves all orders. If you want to perform manual approvals, create a custom policy by completing the following steps. For more information, see Approval process.
  1. Navigate to the
    Approval Policies
    page. To learn more about navigating to the different services from each tenant, refer to Landing page navigation or Kyndryl Bridge Landing page navigation.
  2. Click
    New Policy
    .
  3. Enter the following parameters for the policy:
    • Name:
      Enter a name for your policy.
    • Start Date:
      Enter a date when the policy will become active.
    • End Date:
      Enter a date when the policy will become inactive.
    • Does not expire:
      Select this to keep the policy active indefinitely.
    • Status:
      Set as
      Draft
      while the policy is being created, and
      Active
      to apply it.
    • Associate Approval Policy with a Business Entity:
      This section allows you to set a context in which the policy is applied, such as a team or organization. For more information, see Context.
  4. Click
    Add Rule
    , create a rule using the following parameters that will control the approval process, and then click
    Apply Rule
    :
    • Name:
      Enter a name for your rule.
    • Order Type:
      Select the type of order that you want the rule to affect.
    • Provider:
      Select the cloud service provider or providers that you want to cover.
    • Total Monthly Cost Is:
      (optional) You can set the rule to only affect requests of certain amounts. In this case, select a logical expression and enter a
      Monthly Cost
      . If you want to you can
      Include one time charge in calculation
      .
    • Budget Is:
      (optional) Sets the rule to use the status of the budget (
      Available
      ,
      Not Available
      , or
      Not Applicable
      ) when determining whether the rule applies.
    • Approval Outcomes:
      Set
      Technical
      ,
      Financial
      , or both to
      External Approval
      . When prompted, select
      itsm
      in the
      external
      field.
  5. Click
    Create Policy
    .
The policies are applied in the order that they are listed. To change this order, click
Change Sequence
and drag and drop the policies into the order that you want.
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