Install the ServiceNow Droplet

Install the Performance Analytics plugin if needed.
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.
Log in to your ServiceNow instance.
Click
System Update Sets
→
Retrieved Update Sets
.
In the
Related Links
section, click
Import Update Set from XML
.
Click
Browse
and navigate to the files that you downloaded.
Select the
IBM HCMS MVP 3.0 -Jul 15_20 MT Support based on broker Location-Global Scope.xml
file and click
Upload
.
Open the Loaded Update Set that you just uploaded.
Click
Preview Update Set
.
Click
Commit Update Set
.
Click
Update
.
Repeat the above steps for the
SleepForScopedApp
.
Navigate to
sys_choice.list
table from the filter navigator.
Right-click anywhere between the fields and select
Import xml
.
Select the
CloudProvidersChoice-List.xml
file and click
Upload
.
Select the
IBM HCMS MVP 3.0 - October 26_22 Package.xml
file and click
Upload
.
Open the Loaded Update Set that you just uploaded.
Click
Preview Update Set
.
Click
Commit Update Set
.
Click
Update
and close the application.
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.
Select
Integration
in
Applications
.
Open the list of users in the
User Administration
section.
Right-click between the fields and select
Import xml
.
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

Click
All
→
User Administration
→
Users
.
Click
New
.
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.
Click
Submit
.
Click
All
→
User Administration
→
Users
.
Open the new user record.
In the
Roles
section, click
Edit
.
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
Click
Save
.

Integrate Enterprise Marketplace with ServiceNow

Log in to Kyndryl Modern Operations Applications.
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.
On the
Quick Start
page, click
Onboard
.
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.
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
.
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.
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.

Locate user API key and API tenant URL

Log in to your Kyndryl Modern Operations Applications tenant with the user you created.
Navigate to
Developer Console
. To learn more about navigating to the different services from each tenant, refer to Landing page navigation or Kyndryl Bridge Landing page navigation.
Click
API Key
.
Click
Generate/Regenerate
to generate the API key.

Create a credential in ServiceNow

Log in to your ServiceNow instance.
Find
API_KEY_CREDENTIALS.LIST
in the navigator and click it.
Click
New
.
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 V2, or the Service ID for V3.
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
.

Link ServiceNow to Enterprise Marketplace

Log in to your ServiceNow instance.
Find
Marketplace Integration Configuration
in the navigator and click it.
Enter the following attributes for your Kyndryl Modern Operations Applications installation:
Kyndryl Modern Operations Applications URL:
The tenant API URL for Kyndryl Modern Operations Applications. For more information, consult with your Kyndryl Modern Operations Applications tenant admin.
This URL is different from the tenant UI URL.
Kyndryl Modern Operations Applications Credential:
The credential used to connect to Kyndryl Modern Operations Applications that you created in Create a credential in ServiceNow.
Approval Workflow:
Sets the way that approvals work in ServiceNow. Enterprise Marketplace uses an out-of-the-box approval workflow from ServiceNow called HCMS Default Approval Workflow as a default. You can also create a custom ServiceNow workflow and select it using this attribute. Designing a custom ServiceNow workflow is beyond the scope of this document. For more information, see Approval and rollback workflows at ServiceNow.
Number of retries to be performed for failed O/B request:
Allows you to change the number of times failed outbound calls to Kyndryl Modern Operations Applications are retried. The default number is three.
Enable Discovery:
Determines whether the ServiceNow discovery feature is enabled. If the discovery feature is disabled, Kyndryl Modern Operations Applications links the service request for a Day 2 Operations to an stack CI that is created and managed by Kyndryl Modern Operations Applications. Otherwise it will link to the underlying CI discovered by ServiceNow.
Enable QuickStart:
Determine whether to use QuickStart, which is a ServiceNow product that supports ITSM for VMware Aria Automation (formerly vRA) custom catalogs and services.
Quickstart Authentication Profile:
Select the ServiceNow user profile that you want to use for QuickStart.
Allow Anonymous User:
Set this to
Yes
if you want a request to be created even if the user making that request is not present in ServiceNow.
Enable Outbound Call’s using MID Server:
Determine whether to route outbound calls through an MID server, which is used when ServiceNow is on a private network.
Cloud Assignment Group:
Makes sure that any request created by Kyndryl Modern Operations Applications is assigned to the specified group in ServiceNow. You can leave it as the default of
CLOUDGROUP
or change it to a custom name.
Cloud Assigned to:
Makes sure that any Kyndryl Modern Operations Applications request is assigned to the specified cloud in ServiceNow. You can leave it as the default of
CLOUDAUTO
or change it to a custom name.
Configuration Item Assignment Group:
Select the group that the service instance CI (shell ci) will be assigned to.

Optional additional configuration

Add provider-specific policies: Add policies that are specific to a single provider.
Add global policies: Add policies that apply to all providers.
Create an order approval policy: Create a custom policy to govern the order approval process.

Add provider-specific policies

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.
On the
Catalog mapping policy
tab, click
Add Policy
.
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.
On the
Review
tab, make sure that all parameters that you entered are correct, then click
Save
.

Add global policies

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.
On the
Manage ITSM Providers
page, click
Configure
in the
Configure global policies
box.
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

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.
Click
New Policy
.
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.
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.
Click
Create Policy
.