Platform

Anyone with ServiceNow and Apptio have suggestions/recommendations on what data is useful to extract from SN to Apptio?  We in the process of implementing ServiceNow and becoming an ITIL house at the same time we're rolling out Apptio.

Hi Sara

Hope you're doing good. You could use Apptio's data advisor to check through the fields that are required/recommended/optional for the configuration of each object. There are OOB fields in ServiceNow tables that could be mapped to most of the data/fields mentioned in the data advisor, just that they'll have a different name.

I'm not sure which data, you're exactly looking for, but for tickets you could use the task table. i.e. https://instance-name.service-now.com/task_list.do

For a list of all servers, hypervisors, you could go to cmdb_ci table ( https://instance-name.service-now.com/cmdb_ci_list.do )

The Product owner of your firm responsible for implementation of ServiceNow should be given a copy of the data advisor so that he/she can differentiate between what's already present and what would need to be additionally created for Apptio.

Thanks,

Jaison Joy

Hi Sarah,

Ofcourse you do as ServiceNow is one of the vital sources of information. You could look forward for getting the following info at a minimum from ServiceNow

- Logical Servers, Physical Servers and Hypervisors

- Applications and their relationship to underling infrastructure

- storage allocated to servers and apps from different storage tiers

- DBs related to apps and servers and how much storage they consume

- which apps and components have supporting contracts and their contract IDs (this will be very useful with vendor insights)

- Incident, Problem and change tickets ( depending on what and how you want to model your allocations), FCR, etc.

- Application SLAs achieved and how many tickets are being resolved by which team (again this will be dependent on how you are modelling your costs)

- IT Service request information to allocate costs to end users and BUs based on their requests

- complete inventory of links and their associated BUs so that you can allocate the right cost to the respective BU.

And depending on what additional modules you, in this case assuming performance monitoring, Application portfolio management anf hardware and software asset management, the followong may be used additionally:

- complete inventory of end user devices by BU and location(if reqd)

- Project information and Capex spend on making an Application live

As Joy mentioned, when you look at Data advisor that will give you a good starting point.

Hope this was helpful.

One more thing i missed to add...since you are becoming an ITIL house, i reckon u would be looking at Business Services. These would be better to build up in ServiceNow and use it from there as it provides a host of value to other ITIL processes.

Hi Sara we currently have the following reports

• Servers
• Relationship between Servers and IT Services
• All End User Devices
• All Mainframes
• Relationship between Mainframes and IT Services
• Hypervisors and their relationships to virtual servers
• Ticket Data; Incidents, Problems, Service Requests and Change Requests
• IT Services

These are some of the reports we export out of SNOW and import into Apptio.

Francis

About the same here!

Good Morning,

In a prior project I utilized it for our CMDB, assets (laptops, ipads, etc) and Server>>Application mapping.

Audrey Mitch

Solutions Architect

Mobile | Text: 585.217.6263

audrey.mitch@harpdata.com<mailto:audrey.mitch@harpdata.com> |www.harpdata.com

It will depend on how you set up the different modules in ServiceNow and the different products you purchased. We have found that DataLink works really well with the later versions of Apptio however it will also depend on how your Infrastructure is setup when it comes to pulling data for Servers. Work closely with the various teams responsible for integrating data into ServiceNow.

Kevin C. Frye, CSSGB

ServiceNow Configuration Mgmt | Apptio & Hyperion Systems Administrator

CHRISTUS Health | 919 Hidden Ridge, 2nd Floor | Irving, Texas 75038

Office 469.282.2116 | Fax: 210.703.0954

kevin.frye@christushealth.org<mailto:kevin.frye@christushealth.org> |  www.christushealth.org<https://urldefense.proofpoint.com/v2/url?u=http-3A__www.christushealth.org_&d=DwMFAw&c=RoP1YumCXCgaWHvlZYR8PQcxBKCX5YTpkKY057SbK10&r=gZ_0kNPjJ5EZaj6WhBiX461oA-qYYuzuDgeujUkUiCg&m=KLt-cSv3s-17XeX_AMsmT-He8XcvaTzOx6YL8q3dN0c&s=R6qlQppDu-IAY-yRzK3tM5SNBy57sO8uVyhUHfzuv9s&e=>

“It's not because of my hard work it's only because of GOD's grace.”

@Sarah Meldrum,

I agree with @Kevin Frye 100% . A close relationship with the ServiceNow developers from the start will make the integration much smoother. After you decided what you want to report on, my recommendation is to build the reports on ServiceNow side and then setup different Datalink connections to access those individual reports. Since the native database in ServiceNow is huge and if you access directly from ServiceNow to Apptio via Datalink, it will create resource issue for both ServiceNow and Apptio.

Every month, we retrieved only 2 reports from ServiceNow -- Desktops and Servers cmdb reports and it would take over an hour to send into Apptio via SOAP connection. Therefore, plan how many reports you want to pull and account for the total duration to bring all the data you need.

This is really useful, especially around accounting the time that is required for pulling reports from ServiceNow.

This very helpful advice. Thank you!

Thanks for all the responses.  Both ServiceNow and Apptio are crawl, walk, run projects we're rolling out in multiple phases.  I'm trying to get as much knowledge as possible so I can keep my eyes open as we move forward so I will keep all of these responses in mind as we develop and connect the two.  

Hello Sarah

We had downloaded most of the available Service Now files since we are getting some columns for each one that help to explain the reports on Cost Transparency. I would recommend to load them all as well and compare them with Data Advisor to see where can you use them to help your model

Regards

Eduardo Tirado