CloudCenter – ServiceNow Integration Architectural Overview
Cisco CloudCenter has an integration application that is certified by ServiceNow and is available for download from ServiceNow’s App Store. The integration app is developed within ServiceNow’s CMS and within the ‘Private application scope’ space. Although this limits the availability of its resources to other parts of the ServiceNow environment, but it ensures that the integration app does not impact the global scope and maintains the overall integrity of the customer’s ServiceNow environment.
The following image illustrates the communication between Cisco CloudCenter and ServiceNow. All communication is through REST API calls.
User creation – ServiceNow user records are added to groups that are configured during the setup process. When a user is added to the group, an outbound REST call is made to create and activate a corresponding user record in CloudCenter, and the ServiceNow user is assigned an API key that is used to authenticate subsequent calls to the CloudCenter API.
Publishing – When an application is published from CloudCenter to ServiceNow, an inbound REST call is made to ServiceNow to create an application profile. After the initial publishing to ServiceNow, if an application is updated in CloudCenter, an administrator must republish the application to ServiceNow.
Ordering – When an application is requested through the catalog, an associated deployment Configuration Item (CI) and a logical group CI is created. Outbound REST calls are then made to update the deployment CI and create its associated node and job CIs.
Deployment Management – When there are deployment-related updates in CloudCenter, inbound REST calls are made to push those updates to the associated CIs.
The integration application requires the ServiceNow environment to be on Geneva or Helsinki. Helsinki support began as of Version 1.2 of the integration app.
The CloudCenter Manager must be able to reach ServiceNow directly over SSL and vice versa if a MID server is not in use.
MID Server (optional)
MID Server support is available for inbound traffic, from ServiceNow to the CCM. Outbound traffic from the CCM to ServiceNow needs to be available directly.
A working CloudCenter environment
The integration application supports Cisco CloudCenter 4.6.0 or above.
Defined in the implementation guide, action policies need to be created in Cisco CloudCenter for application publishing.
Tenant admin API key
For API communication from ServiceNow to CloudCenter
MID Server – The integration supports ServiceNow environments with or without a MID server.
Application Security – All API keys are encrypted using the Password (2 Way Encrypted) internal type. Calls to CloudCenter require basic authentication using an API key associated with the user.
Application Components – The integration app creates a number of Script Incudes, Business Rules and Tables, including extension of some ServiceNow tables.
Modified Components – The integration modifies the Purchase Orders component within ServiceNow.
Application Customization – The integration application is customizable. It is advised that if Customers make modifications to their local installation, that those changes be maintained in an Update Set in the event the local modifications are overwritten by a future product update.
Product (Application) Catalog – The integration adds a new product catalog that is developed using Angular. The integration app does not use the OOB ServiceNow catalog.
Quote generation – The integration relies on the image or cloud costs data stored in CloudCenter to provide quotes on the checkout form. Use quotes as estimates to determine the deployment cost.
Deployment Running Cost – The integration maintains the running cost of each deployment based on the cost data obtained during the initial quotation process.
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