ITSM Design interms of subscirption cost and It's cost

Question

Hi Team,

There is a connection called ITSM Service Connection, and I would like to understand

1. Can we create one ITSM connection that many subscriptions will use?
2. is this Tenant level service or subscription-level service ?
3. What is the cost of using these services in integration with the service now?

Please help. thank you.

Answer 1

@Ram Kumar Cheekoti , thank you for the question.

Based on your question, I assume that the question is related to IT Service Management integration. If it is related to something else, please reply to this answer with relevant link/screenshot or details to help us better understand the question.

In this context, please find below the answer to your question:

1. Note the doc here, which talks about the connecting Azure to ITSM tool. For the connection setup, IT Service Management Connector is installed on a "Log Analytics Workspace" resource of Azure. Therefore, only this workspace (from a single subscription) will be able to use the ITSM connection created.
2. It is a Log Analytics Workspace (or resource level service), hence not scoped to a tenant or subscription. The workspace would lie as a resource in a single subscription under a tenant.
3. The ITSM Connector is a free service, charges are incurred for the storage and queries as used in Log Analytics workspace which is used to create ITSM connection. Regarding the cost of using these services in integration with ServiceNow, it depends on the pricing plan of ServiceNow that you are using. Please check with ServiceNow support for more information on their pricing plans.

Also, note that "As of September 2022, we are starting the 3-year process of deprecating support for using ITSM actions to send alerts and events to ServiceNow." (which means that this will be available for another 2 years only.

From a long-term scenario, I would suggest exploring the option of using secure webhook action. For more details, see Configure Azure to connect ITSM tools by using Secure Webhook.

Hope this helps.

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