ServiceNow Enhanced by UpGuard

Posted by Greg Pollock

UpGuard and ServiceNow

Service Management systems like ServiceNow provide structure, process, and auditability for the work done by IT teams. The downside for any such system is that managing changes, incidents and problems adds overhead. Creating records and describing issues takes time, and the more you can automate these processes, the more valuable ServiceNow and your team become. That's exactly what UpGuard does for ServiceNow through its change validation and unauthorized change detection integrations.

UpGuard scans servers, network devices and cloud providers, documents their configuration state, and then analyzes their state for differences over time, differences between other machines, and policy violations. That information can then be pushed to other systems to populate or enrich what they know. Policy violations can be pushed to PagerDuty; configuration state can be sent to Splunk. In this case, UpGuard sends information to ServiceNow to confirm that change records have been executed faithfully and to clarify the root cause of incidents.

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Planned Change vs Unathorized Change

Change Validation

One of UpGuard's out-of-the-box integration options is change validation: ensuring that changes happen exactly as intended. With this option enabled, UpGuard will read change records in your ServiceNow account to determine which configuration items are expecting change. UpGuard then examines its record of what has actually changed on each of those machines and reports back to ServiceNow whether changes were detected. If a change is not completed in the way ServiceNow expects (or does not happen when it should), UpGuard will raise an incident linked to the original change request, streamlining remediation.

Validation by Policy

Basic change validation is enough to catch CIs where nothing changes, but what if something changes incorrectly during the specific maintenance window? To precisely validate changes, a user can link a policy in UpGuard to a change record so that when the change is complete, the policy runs and reports its findings back to the change record. With UpGuard's differencing over time, creating policies to track changes is as simple as comparing the two scans for the before and after state and pushing those into a policy.

Unauthorized Change Detection

In addition to validating that changes have happened correctly, UpGuard will also scan all other CIs for change. When UpGuard detects change on CIs without a change record, it will raise an incident for unauthorized change in ServiceNow. Each of those tickets will link back to UpGuard where you can explore the state visualization to gather additional information on the state of your systems.

Conclusion

Managing change is a perennial challenge that only becomes more complicated as businesses level up their development and delivery capabilities. UpGuard integrates with ServiceNow to provide the intelligence that end users need to jump directly from issue to solution while maintaining a 360° view of everything else happening in their environments.

See the full ServiceNow + UpGuard Whitepaper

Topics: ServiceNow, Integrations, ITSM

UpGuard Customers