FAQs: ServiceNow Integration

Integration Setup

Q: Is it possible to use the integration for a decoupled method involving an integration layer with a middleware used as a source for communicating updates to downstream platforms such as ServiceNow, instead of a point-to-point approach?
A: No, the out-of-the-box ServiceNow integration is designed to communicate directly with ServiceNow.

Q: If service management processes generate data that is required in SAP LeanIX, does the integration support receiving updates from ServiceNow or another integration platform linked to a downstream platform?
A: The integration can fetch data from a ServiceNow CMDB table like cmdb_ci_business_app, including data available directly on the attributes or related attributes using a reference field. For more information, see Dot Walking. Attributes and relationships can be synchronized from ServiceNow to SAP LeanIX. You can synchronize the fields available in a table on the Mappings tab of the integration configuration.

Q: Are there any reporting tools to surface mismatches between attributes in the two systems before you enable the integration?
A: No, but you can use a cloned sandbox workspace and a non-production ServiceNow instance to test the integration. Additionally, you can set up an integration with Microsoft PowerBI to further extract data and perform analysis. To learn more, see OData Integration.

Q: Are there any key ServiceNow components, such as ServiceNow HAM Pro or SAM Pro, that are required to enable proper data transfer to SAP LeanIX?
A: The integration relies on the data available in the Hardware and Software Model table in ServiceNow. Hence, it doesn’t matter how the data is captured as long as it’s accurate.

Q: Is the ServiceNow ID field editable in the UI?
A: The ServiceNow ID field is marked as read-only because it's only used for mapping between SAP LeanIX and ServiceNow. If you want to modify this field, please submit a ticket to SAP LeanIX Support. If you're an SAP customer, submit a request from the SAP for Me portal.

Q: Our organization doesn’t use ServiceNow. How can we set up a ServiceNow native integration?
A: You can use SAP LeanIX APIs to build a similar integration. For more information, see SAP LeanIX APIs.

Data Linking and Mapping

Q: Should mapping be also done on the ServiceNow side?
A: You should configure mapping in SAP LeanIX. For more information, see Field Mapping.

Q: How can I link a business process to an application to get an overview of data mastered in SAP LeanIX and ServiceNow? For example, can I view business processes that rely on end-of-life IT components?
A: The integration can read and model existing relations for an application in SAP LeanIX, so the link is created automatically. You can view this data in the following reports:

• Application Landscape Report clustered by processes, using the Obsolescence Aggregated Risk view
• Application Matrix Report with Processes on the Y axis, IT components in the drill-down, and the Obsolescence Aggregated Risk view selected

Q: Do you recommend any best practices for managing specific attributes in ServiceNow and SAP LeanIX? Where can I view the data model and data mapping?
A: The default mapping available in the configuration is based on best practices. To view the data model and data mapping, see Default Mapping. You can also download the mapping matrix as an Excel file, which includes best practices for mapping additional fields.

Q: Does the integration also include the relationships ServiceNow may have in Service Mapping?
A: The relationships available in the cmdb_rel_ci table are used for automatic mapping of applications to IT components. Custom relationship mapping is supported from reference fields and custom tables, including the cmdb_rel_ci table.

Data Synchronization

Q: How to perform synchronization between SAP LeanIX and ServiceNow and vice versa? What should be the master (source) system?
A: According to best practices, applications and business capabilities should be mastered in SAP LeanIX. The infrastructure landscape (IT components and tech categories) should be mastered in ServiceNow. ServiceNow has discovery and asset management capabilities. Synchronization between the systems occurs daily. You can also synchronize data manually. Data is updated in case of any modifications.

Q: At first synchronization, SAP LeanIX captures the ServiceNow sys_id field of existing business applications that match on the name field. What are best practices for cases when both systems are already established with data that may conflict?
A: It's recommended to maintain consistent naming across both systems to ensure uniformity in enterprise language. If discrepancies exist, adjust the item names. If you’re experiencing problems when changing names, please submit a ticket to SAP LeanIX Support. If you're an SAP customer, submit a request from the SAP for Me portal.

Data Linking and Relation Management

Q: How does ServiceNow link IT components to applications? Do I need to map them manually?
A: To link data in ServiceNow, you can rely on discovery solutions and, if needed, use manual mapping.
According to the best practice mapping, IT components (Product model) are not directly linked to Business Applications (cmdb_ci_business_app), SAP LeanIX cannot send this relation. You should use a graph rule constraint to fetch relations between applications and IT components from ServiceNow. For more information, see Graph Rule Constraints.

Q: When I remove a link from a server of an application during synchronization, it doesn't delete the link between the application and IT component. Do you plan to implement link deletion during synchronization?
A: Deletion is part of the synchronization. A hardware model might be used in multiple ServiceNow instances and hence it should be removed from all instances before it gets unlinked in SAP LeanIX. If the issue persists, please contact SAP LeanIX Support.

Q: The ServiceNow Relationship view shows direct relationships between Business Applications and Servers. How does this comply with the ServiceNow CSDM model? According to CSDM, Business Applications are connected with Servers indirectly, through Application Services.
A: This is correct. The demo data also contains the instances where CSDM is not followed, considering CSDM and non-CSDM instances.

Fact Sheet Management

Q: When using the ServiceNow integration, should we create any additional fact sheet types or subtypes for better integration of data?
A: It depends on your use case and the version of the meta model that you’re using. For more information, see Meta Model.

Q: Can we add fact sheets, such as IT components, using both methods: by discovering them through the ServiceNow integration and manually creating them in SAP LeanIX?
A: Yes, you can use both methods to add fact sheets to your inventory. To implement this, choose the appropriate sync mode. To learn more, see Sync Mode.

Lifecycle Management

Q: How can I identify which servers are using end-of-life software within SAP LeanIX?
A: You can use the link available on a specific IT component and navigate to ServiceNow to view servers related to this IT component. This is recommended to have a lean model in SAP LeanIX.

Q: For IT components lifecycle, what is the most commonly used source of information: the reference catalog or ServiceNow Software Asset Management (SAM)? If we’re not using SAM Pro, is it recommended to use the reference catalog?
A: Customers who use the integration leverage the reference catalog information available on the SAP LeanIX side. For more information, see IT Components in the Reference Catalog.

Q: How is lifecycle data sourced for IT components? How often is it refreshed?
A: Lifecycle data for IT components is sourced using the reference catalog Catalog. Data in the reference catalog is refreshed periodically, with scheduled updates set up for each vendor. For more information, see IT Components in the Reference Catalog.

Tech Category Management

Q: When synchronizing data between ServiceNow and SAP LeanIX, where is the tech category fact sheet data typically mastered in line with best practices? We're transitioning to a service-centric IT delivery model and wonder if our ITSM should provide service groupings to populate tech categories.
A: If you're leveraging the TBM taxonomy, we recommend using tech category data from the reference catalog. For more information, see Tech Categories in the Reference Catalog.