Dynatrace: Working with ServiceNow to develop a new service graph connector for large-scale cloud AIOps

ServiceNow and Dynatrace have improved the operational efficiency of the hybrid cloud ecosystem through intelligent automation and reduced the risk of disruption for the world’s largest company. The new Service Graph Connector seamlessly integrates the automatic and intelligent observability of Dynatrace into the ServiceNow Configuration Management Database (CMDB). The precise topology information and service mapping of the dynamic multi-cloud environment provide a consistent and up-to-date view of the topology in the CMDB and enable customers to automate their cloud operations.

As part of the strategic partnership between ServiceNow and Dynatrace, ServiceNow now provides a direct connector for Dynatrace automatic and intelligent observability. This guarantees frictionless two-way integration for customers on both platforms. The connector will be adjusted in sync with ServiceNow CMDB and service model changes. It seamlessly maps the Smartscape® topology data discovered by Dynatrace to the ServiceNow model, and strictly follows the ServiceNow version and certification quality standards.

ServiceNow fully supports the new Dynatrace connector-their support team will directly cover all related issues and help resolve any issues that may arise when connecting to these platforms.

Dynatrace for ServiceNow provides accurate real-time topology for dynamic multi-cloud environments

Service Graph Connector for Dynatrace provides a complete service map of your environment and impact tree, so you can see at a glance when service map entities are affected. This allows you to focus on higher-value initiatives, including driving digital transformation and providing customers with a seamless experience, thus saving you time and resources.

ServiceNow is the best reference for correctly integrating incoming data into its consistent service (CSDM 3.0) and CMDB model. The screenshot below shows how to improve service mapping by seamlessly integrating Dynatrace real-time information:

Rich ServiceNow dependency graph, AI, and simpler settings can accelerate AIOps methods

The newly launched Dynatrace connector seamlessly adds all cloud stack dependencies to your ServiceNow CMDB. Data from Dynatrace Service Flow enriches the horizontal service-to-service relationship and can help you expand the impact tree in ServiceNow and easily connect points when services are affected.

The screenshot below shows Dynatrace’s rich ServiceNow dependency graph:

By providing AI-assisted closed-loop, automated IT operations management (ITOM) workflows, you can get smarter answers and accurate topology and service mapping for multi-cloud environments.

When connecting Dynatrace with ServiceNow, a completely redesigned setup process ensures a guided, frictionless setup experience. Please see the screenshot below to guide the setup process:

If you are already using the Dynatrace Graph Connector application, how to migrate

If you are already running the CMDB integrated application or Dynatrace Graph Connector application published by Dynatrace, we recommend that you completely uninstall these applications and replace them with the Dynatrace Observability Graph Connector application published by ServiceNow.

If you encounter problems, please contact our dedicated ServiceNow integrated application feedback channel.

Can I still run old integrated applications?

Yes, applications published by Dynatrace are still supported, but after September 15, 2021, they will no longer be listed in the ServiceNow App Store. These applications will be supported until the end of 2021, but in the future, they will no longer be certified for the new ServiceNow version.

If you are having trouble customizing with the old version of the Dynatrace application, the Dynatrace ACE team will help you migrate to the new ServiceNow application or keep the existing application running normally.

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