App dynamics and servicenow v5

AppDynamics and ServiceNowDriving modern IT Operations Management

Jonah Kowall – VP Market Development and InsightsTwitter : @jkowall

Why are customers choosing AppDynamics and ServiceNow?• AppDynamics and ServiceNow represent the fastest growing ITOM vendors.• Legacy technology providers are not keeping pace with the demands for Digital

Businesses.• IT must move from being considered a cost center towards an innovation driver, this

requires new technologies which embrace hybrid applications and application delivery• Enterprises and Governments who need to meet new business demands for velocity

and visibility require new ways to collect and analyze infrastructure and application data to deliver the highest quality of service.

• Self-service and easy to use modern tools which support traditional and cloud services and applications are a business imperative for digital leaders.

Value of the AppDynamics and ServiceNow Integration

• Improved availability and performance o Faster incident resolution through automatic grouping of all relevant events with APM

informationo Correlation of change information to performance related incidents in AppDynamics

• Improved ITSM processes o Service now event management becomes application performance aware.

• Performance alerts can be used for the availability of a service• APM helps in alert analysis and escalation

o Reduction in the Incident and problem overload • Smart grouping of APM, infrastructure and application alerts according to probable relevance to reduce volume.

Integration Capabilities Highlights

• Import the AppDynamics Flowmap data into the ServiceNow Service Model• Keep the AppDynamics Flowmap data up to date in the ServiceNow Model• Import AppDynamics metadata (Cis) into ServiceNow• Create ServiceNow Events in the Event Management module• Allow for the correlation of events within ServiceNow with other event sources

providing better root cause across change tickets, detected changes, infrastructure fault, and application issues which affect user experience

Background Features of AppDynamics

AppDynamics Real-Time Map iQFlowmap

Automatically Detect Issues with Baseline iQ

AppDynamics Alerting powered by Signal iQ

© 2016 ServiceNow All Rights Reserved 11Confidential

Background Features of ServiceNow


ServiceNow Infrastructure & Application Level CMDB


ServiceNow Event Management


Integration Overview


AppDynamics integration to ServiceNow ServiceNow Event Management

Remediation

Integration:AppDynamics Service Models feed to CMDB

Benefit: Incident , Change and Event become Service Aware to AppDynamics monitored Apps

Integration:AppDynamics Events feed into Event management

Benefit: AppDynamics events are combined, filtered and correlated with events from other sources to create meaningful incidents


Key Enablers


Business Service Impact

• Events impact the service status in service now– Impacet is calculated using an impact model to asses

the Impact to the service– Impact model is generated automatically – User has the ability to define & modify the criticality

of a component to a service

Prioritize work by understanding impact to business services


Event Correlation

• See ONE alert and drill into all the correlated alerts using rule base and/or automated service analytics correlation.

• Rules can– Be defined based on notion of a Primary and

Secondary alert– Filter alerts based on alert text and CI attributes– Use Relationship types include parent>child,

child>parent, same CI or none– Set the duration in which alerts should be correlated

per rule– Supports an advanced mode using script to define

more complex use cases

Reduce noise and improve root cause analysis by correlating alerts


Service Analytics

• Alert Aggregation and Correlation– Alerts are combined and treated as a single

phenomenon.– Key relationships between alerts is discovered and

stored for analysis and grouping.– Noise is eliminated by only grouping and displaying

alerts that are related

Leverage automated analytics to reduce noise and resolve issues faster


Automated Remediation

• Fully automated remediation– Reboot server– Increase capacity– Restart service

• Point-and-click workflow authoring

• Automate remediation using– SSH– PowerShell– REST– SOAP– Extensible

• Fall back on human fulfillment if needed

Improve Availability by automatically fixing issues using Event and Orchestration workflows


Optimizing Resolution with ServiceWatch Insight

Identification• Monitoring

Tools• Email• Consoles• Notifications

Prioritization• Business

criticality• Noise

Isolation• Infrastructure• Application

Components• Relationships• Services

Remediation• Rollback• Free resources• Restart• Etc.

Event Management

Service Mapping & Discovery

Orchestration

ServiceWatch

Insight

Event IntegrationDashboardAlert Console

Alert Groups, Manual ServicesImpact CalculationCorrelation & Analytics

Reconnaissance Activities

Business Services

Alert Groups, Manual ServicesImpactDashboardCorrelation & Analytics

Remediation Activities

Business Services & Infra

Remediation TasksAssociated Knowledge

Business Services & Infra


Future enhancement ideas

• Root Cause Analysis (RCA) on AppDynamics created models in the CMDB– Automatic identification of probable root cause

events using the topology to understand the event relationships

– Grouping of the resulting events under the root cause candidate event

• AppDynamics to consume change information for analysis

• Send performance metrics into ServiceNow Event Management to leverage analytics

Leverage automated analytics to reduce noise and resolve issues faster

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