AppDynamics and ServiceNow Integration Updates for Knowledge 17

ServiceNow Knowledge17 kicks off this week in Orlando, Florida. Right across the street from Gartner ITOSSS, AppDynamics will have a booth and presence at both events. I’ll be leading a lunch session at the Gartner event, along with a panel featuring several key customers discussing their journey with APM as well as broader IT trends .

With ServiceNow launching the Jakarta release, we’ve made some major improvements in our integration. Here are some key highlights and screenshots showing the new features and functions.

We’ve built a completely standalone web user interface to manage the integration and the large capabilities within it. The web user interface is not required, but provides some benefits aside from ease of use. The web UI runs on a small standalone Jetty container which acts as a web server and application server. It can run on any host which has access to both your AppDynamics and ServiceNow instances. In this blog, we’ll touch on the new features of this major improvement.

The most widely requested feature by the dozens of customers using the integration is to import the metadata we collect in the AppDynamics tables into the CMDB. As you can see from the screenshots, we’ve done this, and we’re going to continue building mapping capabilities in the new web user interface.

AppDynamics’ key differentiator in APM is the Business Transaction. This technology allows the automatic discovery or manual configuration of key application transactions, which are then captured from end-to-end, visualized in our Map iQ technology, and given a scorecard. We now export and include Business Transaction data within the ServiceNow CMDB and the AppDynamics tables within ServiceNow. This includes which applications have which Business Transactions. This enables you to open incident, problem, and change workflows against these applications, and understand the Business Transaction impact.

In the new web UI, you can configure multiple ServiceNow instances which you wish to synchronize. This allows you to keep multiple instances up-to-date across your environments.

In a similar manner, we allow for the configuration of multiple AppDynamics controllers. In this case, we are synchronizing with both SaaS and on-premises instances.

You may then define which AppDynamics platforms should synchronize with which ServiceNow instances. We’ve added the ability to test and run diagnostics here, making configuration and debugging easier than ever. We’ve also allowed users to configure which relationship data should be included in the synchronization process.

Once your data sources are configured, we’ve also added the ability to schedule multiple synchronizations using a Cron format and our integrated quartz scheduler.

We’ve also included proxy configuration, which has been another feature our customers have requested.

In order to debug and understand how the integration is working, we’re collecting key events which occur on each run.

Major kudos to the AppDynamics engineering team, who as usual have gone above and beyond in building this amazing set of enhancements. The partnership and work between AppDynamics and ServiceNow continues to thrill our mutual customers and drive application visibility into service management use cases.

Come and talk to me and our engineering team at the AppDynamics booth, number 641. You can get a demo of the integration and learn more about our products and future path with ServiceNow.

Please feel free to reach out to me on Twitter @jkowall.