Integration between ServiceNow and GlPi ITSM
Several organizations that use ServiceNow along with open source GlPi ITSM software to meet their different business needs. In such scenarios there is a need for integration between ServiceNow and GlPi to streamline their IT operations.
It is simpler to perform such integrations if the IT team knows ServiceNow as well as GLPi software which is usually not common knowledge.
Altnix has implemented integrations for large scale deployments that involves GLPi and other ITSM tools such as ServiceNow.
Approach to ServiceNow and GlPi Integration
The approach to integrating ServiceNow and GLPi depends on the following scenarios:
ServiceNow is the master and single source of truth
GlPi is the master and single source of truth
Both master with real-time synchronization
Module Integrations
Incident Module Integration
Incident Module is a common module used in ServiceNow deployments. There are methods of creating incident tickets – manually by a support agent or automatically from a Monitoring tool such as SolarWinds and Nagios. The Incident is created whenever there is a disruption of service – for example: a server goes down and creates an incident.
In most cases, usually an incident is first created in ServiceNow and an identical incident must be created in GLPi.
APIs are available in GLPi that helps with this integration. The Lifecycle of an incident must be mapped to be identical between ServiceNow and GLPi.
There may be custom fields in ServiceNow that are specific to a particular organization. Corresponding custom fields must be created in GLPi and then base APIs may need to be modified to auto-populate the custom fields as part of this integration.
Altnix Engagement Model
Consulting & Business Analysis Phase
Technology Roadmap & Phase-Wise Approach
Implementation of Phases & Course Correction
Final Production Live Rollout & Handover
Training & Multi-year Managed Support
