When developing and maintaining apps, issues are bound to occur. When resolving these issues, many enterprises find that their developers use SAP Solution Manager, while their IT team uses ServiceNow sap to keep track of the same issues. This leads to duplication of work, communication gaps, and much longer time to resolution. It is common for companies to let their IT departments and the development team to have their own tools. However, integrating SAP Solution Manager with ServiceNow can go a long way in solving technical issues quicker for your customers.
How ServiceNow and SAP Solution Manager are used
ServiceNow offers IT Service Management solutions to businesses. Its cloud-based features help IT service desks stay afloat even during times of being flooded with requests. They can keep track of reports, issues and incidents, and manage them with effective automated workflows.
ServiceNow offers the benefit of consolidating all of your enterprise systems, so that you can have a single source of record for all the data available. Workflow automation by ServiceNow and SAP Integration also means that your IT department will get to deliver services more quickly and efficiently than legacy tools which are not designed for cloud-era infrastructure.
SAP Solution Manager, on the other hand, is an Application Lifecycle Management (ALM) platform. It helps development teams to keep track of their app code and overall performance of the app being developed. It lets you build SAP and non-SAP applications, and manage them all according to an ALM processes. Upgrade management by SAP Solution Manager means that development teams do not have to be on edge when releasing updates. Upgrade management keeps development teams prepared with all the right tools that are needed to handle the risks that come with updating.
Both of these solutions are used independently by two different teams but in order for your apps to function well, both IT and development teams need to work closely. Once integrated, you will notice more efficient resource provision for your apps, quicker troubleshooting and resolution of bugs, and lack of work duplication.
To integrate these solutions, you need to sync the issues and incidents between them.
Synchronizing tickets across ServiceNow and SAP Solution Manager
Tickets in ServiceNow can be created both manually or automatically. It can be manually created under the incident manager section or automatically by creating rules sets so that ServiceNow knows when to trigger tickets. In SAP Integration, tickets are created from its functionalities such as Configuration, Monitoring, Blueprint, etc.
When integrating the two platforms, you need to be able to sync tickets across them. This means, when a ticket is created in ServiceNow, it should be visible in Solution Manager, and vice versa. Similarly, when the status of the ticket is updated in one platform, it should be visible in the other. The way to do this is to integrate the CMDBs across both platforms.
Role of CMDB
A Configuration Management Database (CMDB) is a source of information of all the data in your IT environment and also gives you a view of your infrastructure and services. Having the CMDB of both SeviceNow and SAP Solution Manager synchronized, means both IT and Development teams can have a good view of the IT infrastructure, eliminating information inaccuracies and resolve tickets faster. Luckily, SAP ServiceNow was updated to version 7.2 which introduced a host features that made integration of tools and CMDBs a lot easier.
V7.2 of Solution Manager
Version 7.2 of SAP Solution Manager expanded its capabilities of providing ALM processes. Not only did it bring about improvements in the overall user experience, the update also made it a stronger choice for usage in the cloud as well as for hybrid infrastructures, since it was designed with the cloud in mind. The update also brought about a more business-oriented functionality to Solution Manager, so that it’s not just focused on IT departments. The process management lets you business processes such as sales and roles through process diagrams. It helps businesses design processes by letting users drag and drop elements and processes and arrange them, which eliminates the need for having to know how to code.
To get the most of your Solution Manager implementation, you need integration SAP with ServiceNow. That’s when you need a purpose-built integration platform like SynQ.
SynQ integrates ServiceNow & SAP Solution Manager
SynQ can bring both ServiceNow Integration with SAP Solution Manager together with its various integration processes. SynQ has an easy-to-use drag and drop interface, that makes the entire process of integration easier. You don’t need to write any code. SynQ also comes with CMDB management that can synchronize the CMDB of both SAP Solution Manager and ServiceNow, giving you a view of your IT infrastructure that wasn’t possible before.