Integarting System Manager ITIL with ServiceNow

Question

Hi All,

I have a project requirement where in we need to integrate SCSM ITSM (ticketing) tool (Self Service Portal) with ServiceNow. We plan to integrate Incident Module and Service Request Module initially.

We planned to use System Center Orchestrator connection using Runbooks and REST web services. This is going to be a bidirectional integraion.

ServiceNow team has shared a endpoint URL to the SCSM for the communication.

Please help me out to get the SCSM endpoint URL, so that i can share with the ServiceNow to send me the messages.

Appreciate your help!

Thanks,
Jansi

Answer 1

Hi @jansi rani krishnan ,

there is no "SCSM endpoint URL" as far as I know.
There are different other options like:
PowerShell cmdlets (build-in or SMLets - https://github.com/SMLets/SMLets )
SCSM SDK ( https://learn.microsoft.com/en-us/dotnet/api/?view=sc-sm-dotnet-2016 )
SCSM API (https://archive.codeplex.com/?p=scsmapi )
System Center Orchestrator SCSM Integration Pack ( https://learn.microsoft.com/en-us/system-center/orchestrator/integration-pack-for-service-manager?view=sc-orch-2019 )

I am using the SORCH SCSM Integration Pack and the PowerShell SMLets in Orchestrator runbooks at our customers. This way I got almost everything done so far.

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(If the reply was helpful please don't forget to upvote and/or accept as answer, thank you)

Regards
Andreas Baumgarten

Answer 2

Hi, I'm just wondering if I should deal with ITIL books (like those [ITIL v4][1] Foundations )? Or maybe it's possible to sort it out without studying them (the volume is so big that it promises to be quite a daunting task..)
Thanks in advance!
[1]: https://businessbooks.cc/itil-foundation-4th-edition/