ITOM

Micro Focus Technical Bootcamp 2018

Micro Focus Technical Bootcamp 2018

What a welcome to Bangkok! A bustling metropolis of 8.2 million people, known for its ornate shrines and vibrant street life, the city hosted myself and my colleagues Jim T and Andrew P for this year’s highly anticipated Micro Focus APJ Technical Bootcamp. Held in the first week of December, it consisted of 13 technical streams covering Application Delivery Management (ADM – my chosen area of interest and what we’ll deep dive here), Security, Information Management and IT Operations Management (ITOM).

Sunday evening saw event attendees converging from all parts of the APJ region and checking into the impressive Hilton Hotel – lucky us! It was fantastic to meet and get to know other techies not just from Australia but India, Singapore, Taiwan, China, Philippines, Malaysia, and of course Thailand.

Micro Focus went above and beyond with the information, demonstrations and labs covered in the span of the time we had, so to summarise the bootcamp in a blog post is much like experiencing a cold night in Bangkok – practically impossible! However, there are six ADM highlights we are excited to share.

 

1. Latest integrations

It’s widely accepted developing, delivering and supporting business applications is growing increasingly complex tool, application and platform-wise. A single business transaction typically requires integration between multiple systems, with release cycles becoming ever shorter (Amazon deploys a new release to production somewhere in their ecosystem every 11.6 seconds!). Customers are demanding better performance from more secure applications with fewer defects. Oh, and they want to consume that app on their chosen device running a particular version of a given operating system, using the browser of their choice that may not be on the latest version. To put this into perspective, it’s been estimated that the number of unique Device/OS/Browser version combinations operating in the world today is in excess of 28,000! That’s a lot of cocktails!

Micro Focus is uniquely positioned to tackle these complexity challenges with a suite of integrated technologies. But not only do they provide ‘best of breed’ solutions covering all aspects of DevOps, they also fully embrace and integrate with a myriad of open source applications. The result is customers can implement the best solution for their needs, using open source tools, licenced applications or a combination. Examples of what that can potentially look like below.

2. ALM Octane – providing full lifecycle management for Agile projects

Main features and what’s new:

  • Single point of insight into your CI system - full integration with CI tools (Jenkins and Bamboo) to drive packaging, building, automated testing and deployment of applications
  • Integration to numerous automated testing tools and platforms – UFT, Selenium, LeanFT, Mobile Center, StormRunner Functional, to name a few
  • Integration with Fortify to execute automated security tests, both static (code scans) and dynamic penetration testing
  • Providing full support for the SAFe methodology while providing full integrating with Jira, a more team-centric tool
  • Provides full audit compliance

 

3. Mobile Center – the single gateway that expands MF products to mobile technology

Mobile Center (MC) can be integrated with UFT allowing functional regression testing against an iOS or Android mobile device. Integrate MC with Loadrunner to execute a performance test or with Fortify to perform a security scan, or even manually test on an actual or virtual mobile device by integrating with Sprinter.

4. UFT (Unified Functional Testing) – the industry leader in functional test automation

UFT remains a core focus for MF. With quarterly releases, MF ensures the product is continually enhanced to keep up with the ever-changing market demands and emerging technologies.

  • Support for over 40 technologies and environments
  • Full cross browser testing coverage
  • Full headless API testing
  • Integration with MF Mobile Center and MF StormRunner Functional, allowing automated tests to be executed against virtually any OS platform, browser or mobile device
  • Integration with Git repositories with powerful code comparison capabilities between current test components and the previous revision. Tests stored in the Git repository can in turn be accessed by Jenkins or Bamboo CI tools to be run as part of a Continuous Integration pipeline through ALM Octane

 

5. LeanFT – moving automated regression testing to the left of your application development lifecycle

LeanFT is a powerful and lightweight functional testing solution built specifically for continuous testing, allowing developers to build and run automated unit regression tests directly from their chosen IDE. Key features include:

  • Integrates with common IDEs (including Visual Studio, Eclipse, IntelliJ, Android Studio)
  • Cross-platform and cross-browser support. Full mobile support (using Mobile Center)
  • Easily create Selenium tests with Lean FT for Selenium
  • CI/CD-ready Docker image to allow execution of tests within containers
  • Built-in Cucumber BDD Template

6. StormRunner Functional – Complete on-demand digital lab in the cloud

SRF provides a lab consisting of multiple browsers running on various Windows, Mac and Linux versions across a selection of resolutions. In addition, iOS and Android devices are available with a selection of browsers. This allows developers and test engineers to automatically execute parallel test cases across multiple platforms, on-demand in the cloud. SRF can be integrated with various MF and open source automated testing tools. Alternatively, you can record and maintain your automated test scripts directly in SRF. SRF tests can also be run from a Bamboo or Jenkins CI pipeline. Lastly, SRF provides comprehensive reporting and defect management with integration into ALM, Octane and Jira.

So what’s new in SRF 1.61?

Conclusion

Micro Focus has truly demonstrated maturity in the ADM space, with an unrivalled breadth and depth of tools simultaneously enabling Continuous Integration and Continuous Delivery of applications, whilst ensuring a level of quality customers can rely on.

  

Find out more

Interested to know more about these new ADM capabilities? Our specialist team is here to help you improve your business application development, delivery and support.

Our team on the case

'Do what you can, with what you have, where you are.' - Theodore Roosevelt.

Reinhardt Moller

Technical Consultant

Length of Time at JDS

9.5 years

Skills

Products: Primary: HPE ALM and UFT, Secondary: HPE BSM and Loadrunner, ServiceNow

Personal: Photography

Workplace Passion

Helping customers build solutions to tackle testing and monitoring challenges

Our Micro Focus stories

Posted by Jillian Hunter in Blog, Micro Focus
Key risk management tools for IT managers in 2018

Key risk management tools for IT managers in 2018

It’s no secret that technology is advancing at a faster rate now than ever before. While technological advances often enable better functionality and more efficiency, they also bring with them a swathe of risks and challenges for businesses. Implementing good risk management tools in your IT operations is critical to protect your brand and your reputation.

No matter what your organisation does, chances are you rely on effective and functional IT systems to keep the doors open. If their IT systems go down or experience delays, businesses across all industries see significant impacts on their revenue and reputation. Many customers will swear off a business entirely after even one major issue if they know they can get a better service from their competitors.

So, how do organisations keep up with the constantly changing IT landscape? One of the most effective ways to manage risk in technology is by using other technology. To that end, here are some of the key risk management tools for IT managers in 2018.

ServiceNow IT Operations Management

If you have a particularly complex solution stack or a broad range of devices and components, ServiceNow ITOM is designed for your business. Seamlessly integrating with your current ServiceNow instance and configuration management database (CMDB), ITOM gives you a single pane of glass view of how your entire environment is impacted when one system or server has an error. There are three key components of this service that make it a good choice for risk management:

1. Event Management

What if you could see your entire IT environment on one easy-to-read dashboard? Event management cuts down on the noise from your monitoring tools, proactively informs your IT team of any issues with performance, and helps you virtually eliminate outages altogether.

2. Service Mapping

When one device or server goes down, it often impacts a variety of your IT services. With service mapping, you can see how each of your IT components impacts the others and easily identify the root cause of an issue if it occurs.

3. Orchestration

One of the most important things you can do to manage risk in your organisation is to ensure your skilled IT operators are focused on business-critical tasks. Using orchestration, you can automate repetitive, time-consuming processes to resolve common errors, alleviating the burden on your IT team’s time and resources. Find out more about this here.

PagerDuty

PagerDuty is an event notification solution designed for any type of incident response that involves people stepping in to execute a resolution. It integrates with the top development, deployment, monitoring, and ticketing tools to route all alerts to one location, and distribute those alerts to the right individuals—the first time.

PagerDuty uses sophisticated machine learning to orchestrate a coordinated response in real time, which leads to increased operational efficiencies, faster incident resolution, less employee burnout, and less downtime. This solution functions as the single source of truth for incidents and stakeholder management, with detailed reporting and automated post-mortem analysis, making sure you learn from any issues that arise. PagerDuty manages the on-call roster for all operational responses as well as planned maintenance.

Active Robot Monitoring (ARM) with Splunk

This custom-built synthetic monitoring solution from JDS employs scripts that emulate the steps taken by real users engaged with your business services, automatically and according to your preferred schedule. This significantly de-risks new projects, as you are able to accurately predict your user experience with an application or service by simulating any action you want from any location.

ARM allows you to test variables ahead of time and throughout the lifecycle of an IT service, meaning you can always add new scenarios and actions to your scripts to see how your service will perform. Plus, since it all takes place in Splunk and transactions are unlimited, the cost to your business is significantly reduced compared to other synthetic monitoring solutions.

Not sure what's right for you?

JDS specialises in helping organisations analyse their IT environments and determine what solutions will work best for them. We provide independent advice; training and ongoing support; and IT testing, monitoring, and management solutions to businesses across Australia and around the world. If you want to enhance your risk management tools in 2018, give JDS a call and we’ll discuss the best options for your business.

If you want to learn more about orchestration with ServiceNow ITOM, sign up for an on-site workshop in one of our four city locations, and we’ll show you how automation will cut down on outages and free up time for your IT staff.

Conclusion

To find out more about how JDS can help you with risk management in your IT services, contact our team today on 1300 780 432, or email contactus@jds.net.au.

Our team on the case

Every day, do something that people want.

Nick Wilton

Consultant

Length of Time at JDS

8.5 years

Skills

Primary: Software security, Performance optimisation

Secondary: DevOps, Software development, Technical sales

Workplace Solutions

I help clients to solve problems like:
  • Is my application secure?
  • How do I manage threats?
  • Will my application perform when I need it to?

Workplace Passion

It’s all about managing risk whilst driving business confidence in technology and software solutions. That’s what I’m passionate about.

Commas save lives.

Amy Clarke

Marketing Communications Manager

Length of Time at JDS

Since July 2017

Skills

Writing, communications, marketing, design, developing and maintaining a brand, social media, sales.

Workplace Solutions

Words matter, so make sure you get them right!

Workplace Passion

Helping a company develop its voice and present that to their clients with pride.

Our success stories

Posted by Amy Clarke in Blog, Micro Focus
How to effectively manage your CMDB in ServiceNow

How to effectively manage your CMDB in ServiceNow

Configuration management is a popular topic with our customers, and JDS has been involved in a number of such projects over the years. Specifically, we deal regularly with configuration management databases, or CMDB. The CMDB is a foundational pillar in ITIL-based practices; properly implemented and maintained, it is the glue that holds together all IT operations.

A good CMDB keeps a system of logical records for all IT devices/components, known as Configuration Items (CIs). When all of your organisation’s assets and devices are logically presented, this gives you and your executives greater visibility and insight into your IT environment. As an example, all of the Windows servers are tracked in CMDB, and all of its version details are also tracked. This greatly aids any incident resolution or analysis tasks.

ServiceNow CMDB

ServiceNow CMDB

ServiceNow CMDB

The ServiceNow platform offers a fully integrated CMDB and JDS consultants are experts at implementing and populating the ServiceNow CMDB. The process of discovery can be an onerous and time-consuming task, as you search your entire organisation for each CI and enter it into your CMDB.

ServiceNow Incident Record

ServiceNow incident record referencing a CI

Our team of ServiceNow engineers not only help with the manual processes at the outset, but we also introduce automation to ensure that all new CIs are discovered and entered as soon as they are brought into the environment.

ServiceNow CMDB Health Dashboards

ServiceNow CMDB Health Dashboards

The ServiceNow CMDB, like any other CMDB, faces one particular challenge: as the CMDB grows, it’s increasingly difficult for administrators to keep track and keep data relevant. As complexity increases, it can be challenging to ensure your CMDB remains accurate and relevant.  

The complexity and dynamic nature of today’s IT environments means organisations move and upgrade continuously (e.g. server names and IP addresses are commonly repurposed when new projects enter the picture).

A common myth is that the CMDB is hands-free. It’s common for administrators to turn on the CMDB and populate it initially without giving enough thought to strategies for keeping the data up to date. In reality, it takes constant vigilance or its value to the organisation will quickly diminish. CMDBs require careful maintenance to stay relevant, and JDS can assist with this process.

One of the most important things an IT administrator can do is plan and have a clear scope and purpose when enabling a CMDB. The CMDB supports other critical platform features (e.g. incident, problem and change management, etc). JDS can further narrow down the types of CIs that should be retained (e.g. exclude non-managed assets such as desktop, laptops, and non-production servers). Excluding non-managed assets avoids paying unnecessary licensing costs while also keeping your CMDB focused and concise.

CMDB receiving data

CMDB receiving data from many integration points

It’s common for an organisation to use different vendor tools and often their capabilities overlap each other. In the image above, the customer is receiving CI information from integrations with different vendor products, with each tool reporting conflicting information. JDS specialises in integration across multiple data sources and ensuring the most relevant data is ingested into your CMDB.

A CMDB is fundamentally an operational tool. It needs to be concise and ultimately informational to be useful.

While it is tempting to keep all data in your CMDB, often having too much data introduces confusion and fatigue for users. The strength of ServiceNow is its ability to link to related records, allowing you to have a rich CMDB without it being cluttered.

The benefits of Service Mapping

Service Mapping is a key feature of ServiceNow ITOM, and it’s a different approach to the traditional CMDB population methods. Rather than populating all known assets, Service Mapping adopts a service-oriented approach where only relevant devices and components for a technology or business service are tracked and viewed.

This “lean” approach focuses on the CIs that matter while avoiding many pitfalls of the traditional CMDB.

Service Mapping can be further utilised to drive the event impact dashboard (available as part of ServiceNow ITOM offerings).

Service Mapping

Service Mapping in ServiceNow

Having fewer CIs also means that administrators avoid spending time keeping track of things that are of minimal relevance or importance.

In summary, the ServiceNow CMDB offers some great benefits for practitioners, but it’s important to have a clear understanding of the scope your organisation needs to avoid the pitfalls of a bloated CMDB. JDS recommends using ServiceNow ITOM to manage and make your CMDB more efficient. We have the breadth of skills and expertise to configure your CMDB for the needs of your organisation, as well as to work with you on the Service Mapping of your business. Contact one of our representatives today to find out more or set up an in-person discussion.

Conclusion

To find out more about how JDS can help you with your ServiceNow needs, contact our team today on 1300 780 432, or email contactus@jds.net.au.

Our team on the case

Use your strengths, and turn your weaknesses into strengths!

Ian Ma

Consultant

Length of Time at JDS

3 years

Skills

HP Products (SiteScope, UCMDB, BSM, Orchestration) and ServiceNow ITOM.

Workplace Passion

ITSM and auto-discovery, and using auto-discovery to deliver visibility of infrastructures in the customer’s IT department.

Document as you go.

Peter Cawdron

Consultant

Length of Time at JDS

5 years

Skills

ServiceNow, Loadrunner, HP BSM, Splunk.

Workplace Passion

I enjoy working with the new AngularJS portal in ServiceNow.

Our ServiceNow stories

Posted by Amy Clarke in Blog, Micro Focus
Breaking down silos to create an enterprise capability

Breaking down silos to create an enterprise capability

Traditionally, IT manages services in silos (networks, servers, databases, security, etc), which inevitably leads to an incomplete picture when things go wrong. Each team has a piece of the puzzle, but no one can see the picture on the box. Lack of visibility is a significant risk for companies, particularly those businesses with complex solution stacks and thousands of users. Breaking down silos in your business is an essential part of good IT management.

Correctly implemented, IT Operations Management allows for the rapid triage of outages and service degradation. According to Monash University, regardless of industry, workers with six to ten years experience in a given field will spend most of their time trying to understand the cause of a problem. Few if any IT organisations calculate their Mean Time To Resolution (MTTR), but if they did, the research from Monash and RMIT suggests 45% of that time would be spent simply trying to isolate the cause of the problem.

A variety of solutions exist to help with this issue. Dashboard technology continues to advance each year, providing executives with a single pane of glass view of their business enabling IT services in real time. Artificial intelligence in IT operations is on the rise, and can be leveraged both with your internal IT users and your customers to anticipate behaviour and provide solutions in the event of an error.

The best IT management solutions focus on leveraging your existing software investments and integrating with your business processes. ServiceNow ITOM does exactly that, seamlessly integrating event management, service mapping, and orchestration with your current systems and environment. ITOM complements your current portfolio of solutions and seeks to orchestrate disparate processes and systems into a single workflow.

The ServiceNow ITOM dashboard gives executives a full view of each service in their environment, with colours associated with incident priority (red = critical; yellow = minor; blue = warning). By integrating event management into your processes, you will have an at-a-glance view of what is working and needs attention across your whole IT environment.

ITOM dashboard

System outages are inevitable, no matter how sophisticated your system and skilled your team. Implementing a solution such as ITOM helps you protect your brand by ensuring your team can proactively identify the root cause of an issue, and resolve it before it negatively impacts your users.

When you implement service mapping and orchestration as part of your ITOM solution, you can identify which services in your environment are impacted when one server fails, and put automation in place to resolve regular issues.

service mapping

If you are interested in seeing how ITOM service mapping and orchestration works, register your interest using the form below and one of our local account executives will be in touch with you to schedule an on-site demo.

Conclusion

To find out more about how JDS can help you with your ServiceNow needs, contact our team today on 1300 780 432, or email contactus@jds.net.au.

Our team on the case

Document as you go.

Peter Cawdron

Consultant

Length of Time at JDS

5 years

Skills

ServiceNow, Loadrunner, HP BSM, Splunk.

Workplace Passion

I enjoy working with the new AngularJS portal in ServiceNow.

Commas save lives.

Amy Clarke

Marketing Communications Manager

Length of Time at JDS

Since July 2017

Skills

Writing, communications, marketing, design, developing and maintaining a brand, social media, sales.

Workplace Solutions

Words matter, so make sure you get them right!

Workplace Passion

Helping a company develop its voice and present that to their clients with pride.

Our ServiceNow stories

Posted by Amy Clarke in Blog, Micro Focus
Get out of the war room: ServiceNow ITOM on-site demo and workshop

Get out of the war room: ServiceNow ITOM on-site demo and workshop

Registration form

Fill out this form to register and one of our account executives will be in touch to schedule a time that works for you.

ServiceNow ITOM On-Site Demo

By clicking this button, you submit your information to JDS Australia, who will use it to communicate with you about this request and their other services.

Why register for the demo?

ServiceNow ITOM seamlessly integrates event management with your existing ITSM processes and improves visibility into the quality of your IT services. This gives you a “single pane of glass” view of all your IT systems and end-to-end business services, helping you understand how each of your systems interacts with each other and what the impact will be if an issue arises.

Most companies, when facing a severity one incident for a critical system, will adopt a war room, gathering all the relevant resources into one place to try to solve the problem. With ServiceNow ITOM, you get war room-like visibility in real time every day, reducing the time it takes to triage problems and get to the root cause.

JDS has created a demo showing how automation and orchestration can work in ServiceNow to manage recurring issues without the need to have your IT staff involved. In this demo, you'll see a third-party monitoring tool alert the ServiceNow instance that an incident is occurring with a critical service. Event management and service mapping will allow ServiceNow to automatically raise an incident, identify the root cause of the issue, suggest options for resolution, and take action on the resolution—all within seconds of the alert and with no hands-on involvement. 

After taking you through this demo, our experts will discuss options for you to make the most of your ServiceNow investment to enhance your IT operations. You'll find out what introducing automation could mean for your staff in terms of cost reduction, time saving, and improving Mean Time to Resolution (MTTR). Our team will then discuss your business's current processes and pain points when it comes to IT operations, workshopping how ServiceNow ITOM can help along with factors to consider when going down this path.

What is AIOps?

What is AIOps?

Gartner has coined another buzz word to describe the next evolution of ITOM solutions. AIOps uses the power of Machine Learning and big data to provide pattern discovery and predictive analysis for IT Ops.

What is the need for AIOps?

Organisations undergoing digital transformation are facing a lot of challenges that they wouldn’t have faced even ten years ago. Digital transformation represents a change in organisation structure, processes, and abilities, all driven by technology. As technology changes, organisations need to change with it.

This change comes with challenges. The old ITOps solutions now need to manage micro services, public and private APIs, and Internet-of-Things devices.

As consumers, IT managers are used to personalised movie recommendations from Netflix, or preemptive traffic warnings from Google. However, their IT management systems typically lack this sort of smarts—reverting to traffic light dashboards.

There is an opportunity in the market to combine big data and machine learning with IT operations.

Gartner has coined this concept AIOps: Artificial Intelligence for IT Ops.

AIOps platforms utilize big data, modern machine learning and other advanced analytics technologies to directly and indirectly enhance IT operations (monitoring, automation and service desk) functions with proactive, personal and dynamic insight. AIOps platforms enable the concurrent use of multiple data sources, data collection methods, analytical (real-time and deep) technologies, and presentation technologies.” – Colin Fletcher, Gartner

AIOps 1

Current State – Gartner Report

Gartner coined the term AIOps in 2016, although they originally called it Algorithmic IT Operations. They don’t yet produce a magic quadrant for AIOps, but that is likely coming.

Gartner has produced a report which summarises both what AIOps is hoping to solve, and which vendors are providing solutions.

Eleven core capabilities are identified, with only four vendors able to do all 11: HPE, IBM, ITRS, and Moogsoft.

How does Splunk do AIOps?

Splunk is well positioned to be a leader in the AIOps field. Their AIOps solution is outlined on their website. Splunk AIOps relies heavily on the Machine Learning Toolkit, which provides Splunk with about 30 different machine learning algorithms.

Splunk provides an enterprise machine learning and big data platform which will help AIOps managers:

  • Get answers and insights for everyone: Through the Splunk Query Language, users can predict past, present, and future patterns of IT systems and service performance.
  • Find and solve problems faster: Detect patterns to identify indicators of incidents and reduce irrelevant alerts.
  • Automate incident response and resolution: Splunk can automate manual tasks, which are triggered based on predictive analytics.
  • Predict future outcomes: Forecast on IT costs and learn from historical analysis. Better predict points of failure to proactively improve the operational environment.
  • Continually learn to take more informed decisions: Detect outliers, adapt thresholds, alert on anomalous patterns, and improve learning over time.

Current offerings like ITSI and Enterprise Security also implement machine learning, which take advantage of anomaly detection and predictive algorithms.

As the complexity in IT systems increases, so too will the need to analyse and interpret the large amount of data generated. Humans have been doing a good job to date, but there will come a point where the complexity will be too great. Organisations which can complement their IT Ops with machine learning will have a strategic advantage over those who rely on people alone.

Conclusion

To find out more about how JDS can help you implement AIOps, contact our team today on 1300 780 432, or email contactus@jds.net.au.

Our team on the case

Work smarter, not harder. (I didn't even come up with that. That's smart.)

Daniel Spavin

Performance Test Lead

Length of Time at JDS

7 years

Skills

IT: HPE Load Runner, HPE Performance Center, HPE SiteScope, HPE BSM, Splunk

Personal: Problem solving, Analytical thinking

Workplace Solutions

I care about quality and helping organisations get the best performance out of their IT projects.

Organisations spend a great deal of time and resources developing IT solutions. You want IT speeding up the process, not holding it up. Ensuring performance is built in means you spend less time fixing your IT solutions, and more time on the problems they solve.

I solve problems in our customers’ solutions, so customers can use their solutions to solve problems.

Posted by Amy Clarke in Blog, Splunk
PagerDuty

PagerDuty

Digital Operations Management: Turn signals into real-time insight and action to mobilise teams, resolve disruptions, and deliver high-performing digital services.

START A FREE 14-DAY TRIAL


Integrate machine data with human intelligence

PagerDuty arms organisations with powerful real-time context and automation to accelerate resolution times and delight customers. The PagerDuty platform harnesses digital signals and applies machine learning to get the right data in the hands of the right people at the right time. Teams are empowered to quickly mitigate threats as well as action opportunities.

The digital operations management platform

The PagerDuty Digital Operations Management Platform gives organisations the actionable insights they need to turn data into opportunity across every operational use case—including DevOps, ITOps, Security, Support, and beyond. Resolve and prevent issues, improve customer and employee retention, and gain back time for innovation.

Why PagerDuty?

Connect your data

Connect any tool in minutes with self-service integrations to visualise and action data

Automate events

Make relevant context accessible when it’s needed most with automated escalations and flexible workflows

Empower Agile teams

A team-oriented experience helps teams mobilise fast and understand service impact rapidly

Resolve and prevent issues

Drive response times down to seconds and reduce resolution times to boost productivity

Analyse and learn

Learn from postmortems and gain actionable insights across system and team health

JDS capabilities with PagerDuty

Integration

Setup of the platform and integration with your existing environment is integral to successful deployment of PagerDuty. With JDS experience, your organisation can hit the ground running and build with best practices. More than 200 out-of-the-box integrations in PagerDuty and the support of JDS will help you build custom integrations that ensure your use of PagerDuty is maximised.

Workflow automation

JDS can help your organisation interface and deal with the large volumes of data and eventing as a result of integrating your tools into PagerDuty. The centralisation of data and eventing allows you to define new workflows for event management and incident response, as well as automation where valuable. JDS consultants are skilled in identifying these opportunities and quickly implementing valuable solutions in PagerDuty.

Best practice

PagerDuty incident response notifies the right people in your team immediately so they can quickly assess, triage, and resolve issues when they occur. Implementing this tool with the expert assistance of JDS consultants—who leverage their cross-industry experience to knowledge of ITSM and ITOM—will ensure you meet SLAs and best practice standards for IT management.

DevOps support

JDS applies Continuous Integration and Continuous Delivery principles to software delivery and use this experience to uplift the DevOps capabilities of your organisation. Effective delivery-lifecycle shortening is the primary goal and is achieved with PagerDuty’s positive impact to communication and efficacy of defect/incident management. DevOps teams are also given more opportunity to grow and innovate when application and infrastructure issues are resolved quickly.

Enterprise enhancement

JDS is partnered with AppDynamics (Application Performance Management), Splunk and ServiceNow (IT Service Management). These partnerships will ensure that your journey with PagerDuty is supported by broader, cross-product knowledge and business acumen. JDS consultants come as skilled practitioners in these products and regularly support IT Operations, NOCs, and DevOps teams to improve on organisational agility, performance, and uptime.

Why choose JDS?

JDS is the leading PagerDuty integrator in Australia and a premier partner of AppDynamics, Micro Focus, ServiceNow, and Splunk. We provide local, skilled, and responsive services to support IT projects and operations. Bringing together expert services, the latest technology, and best practices, JDS achieves improved IT outcomes for businesses. We do this by giving independent advice, providing training and ongoing support, and implementing IT testing, monitoring, and management solutions.

Our PagerDuty stories

Posted by Amy Clarke in Blog, Micro Focus
Integrating OMi (Operations Manager i) with ServiceNow

Integrating OMi (Operations Manager i) with ServiceNow

We have delivered Micro Focus solutions and migrated "Operations Manager for Windows" (OMW) to the innovative new OMi for a number of customers. In most of these cases, the requirement was also to integrate ServiceNow—a request that has been growing in popularity. In each case where JDS has provided OMi to ServiceNow integration, it has proven successful and satisfying for our customers.

OMi has been tested over time, built on a firm foundation. It is robust in design and suitable for every known event and service model situation possible. The possibilities are endless and the GUI is customisable—and as for the designs provided out-of-the-box, they are a fully featured event and service model, driven to work well from the operations and support personnel perspectives.

The integration with ServiceNow is relatively straightforward and simple. It requires a little groovy script programming knowledge. Generally speaking, someone who has an intermediate breadth in JavaScripting can sufficiently develop a connector script. The script is set under the Connected Servers option in the managed scripts.

There are some examples provided; one in particular is the "LogFile Adapter", and with the use of the OMi extensibility guide, these examples can easily translate into useful real-world cases.

You will need to create an account in ServiceNow and enable the "Web service access" role to be allowed to make Web service API protocol calls. Additionally, you will need an account in OMi in order for ServiceNow to interact with OMi WebServices.

Once the OMi connected server to ServiceNow is enabled, Event Forwarding rules can be tailored to use simple event filtering. These filters are used to select and automate events for forwarding and synchronisation with the Connected Server. As an additional option, the integration allows you to right-click on an event and manually transfer it to ServiceNow for incident creation and synchronisation.

With this sample filter shown here, the selection is made when an event matches the filter as a critical event with any lifecycle state that has the priority either set to highest, high, or unknown will be forwarded.

In ServiceNow, it's good practice to have an import table where a transformation map is executed, thereby transforming the forwarded event values to matching values in the ServiceNow incident table. A ServiceNow Business Rule can also be applied to further shape the event data before it's inserted into the incident table.

An example of an import table containing the event data fields we want to transform is below:

Here is an example of a transformation map source field for “description”. The target is set for the incident table to match on the target field “description”.

The incident table can be modified to include the OMi event ID field and be transformed similarly as the description example as shown above. This is important so that the incident can be identified easily as originating from OMi. A Business Rule can check for this field if it contains a GUID value. If an event ID GUID exists in the incident omi_id field, the Business Rule advanced actions can be triggered based on the conditions to sync any changes to the incident back to the event in OMi.

The change of the incident Status, Priority, Assigned to, Description, Cause, Work Notes (Annotation), etc. can match that from the ServiceNow incident back to the event’s fields in OMi.

Once the incident in ServiceNow is closed, a Business Rule can trigger the closure of the event and provide:

  • The Work Notes to the event annotation
  • Resolution notes to the solutions field
  • Resolution code to the description field back to the event in OMi

In ServiceNow, when we solve the incident and close it, the incident that was created by the OMi integration will then note the state is set to Closed.

The incident Work Notes are required each time an update to the incident is made and are also added.

Upon incident closure, you are required to populate the incident resolution fields.

After the operator submits and updates the incident, the Business Rule for an OMi generated incident is triggered to then sync the incident details back to the Event and closes it.

The event is closed by an outgoing WebService request from ServiceNow Business Rule that call a REST Message with an xml payload in a REST POST to OMi.

The Solution here is updated by the incident’s resolution information.

Event annotation is updated by the incident’s Work Notes.

Event history details showing the flow of updates to the event that occurred.

In summary, keeping the event in sync with ServiceNow ticketing system is relatively simple. OMi can forward events to an external event processing server via Connected Servers. This clearly makes integrating event management systems with ticketing systems an all-round solid solution to tracking events and incidents. Some JavaScripting is required, along with an in-depth OMi and ServiceNow product knowledge.

JDS has several consultants on the team with this combination of skills and knowledge, and we would be happy to discuss implementing a similar solution for your organisation at any time.

Our team on the case

Be open and friendly, engaging, and always add value.

Jim Tsetsos

Consultant

Length of Time at JDS

2.5 years

Skills

IT: HPE OMi, OMW, OMU, BSM, Sitescope, VuGen, Operations Agent, Service Manager, HP-UX, Solaris, Linux, Windows, SQL and ITIL.

Personal: Playing guitar, sound engineering, photography, chess, reading.

Workplace Solutions

Infrastructure/Application Performance and Availability Monitoring.

Tech tips from JDS

Posted by Amy Clarke in Blog, Micro Focus