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Simplify ServiceNow ITSM with Red Hat Ansible

Enable faster, more efficient IT service management through the Red Hat® Ansible® Certified Content Collection for ServiceNow ITSM.

Overview
The Ansible Automation Platform for ServiceNow ITSM architecture.

With a reported global market share in excess of 50% in its category, ServiceNow ITSM is a leading IT service support and delivery platform. By combining Ansible Automation Platform and ServiceNow ITSM, you can build automated workflows to reduce ticketing noise, resolve issues faster, improve system performance, and increase team productivity-with limited manual intervention from your staff. The result is greater uptime and improved customer satisfaction.


The Red Hat Certified Content Collection for ServiceNow ITSM includes pre-built modules and utilities to help you get started with common management tasks using Ansible Automation Platform. You can create incidents and tickets, enrich tickets, handle change requests, and more. The collection also includes an inventory plug-in that allows Ansible Automation Platform to operate against the ServiceNow ITSM configuration management database (CMDB), establishing it as a single source of truth for your inventory. This collection provides the ability to automate the retrieval of configurations, eliminating manual steps and allowing IT professionals to focus on other priorities.

In addition, you can introduce Event-Driven Ansible into your ITSM processes, you can transform your organization's service management further, by proactively addressing vulnerabilities and other issues before outages or system performance degradation occurs.

Automate ITSM/ITOM workflows: open, close, update tickets automatically without manual intervention

Improve team productivity and system performance through automated remediation

Decrease mean-time-to-resolution of your IT service management

Maintain compliance by integrating with ServiceNow ticketing to ensure traceability and audit support for automation

Optimize the value of your existing IT investments through automated workflows integrating ServiceNow ITSM with infrastructure, network components, storage, and other systems.

Learn more about automating ServiceNow ITSM with Ansible Automation Platform

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How do I get started with this integration?

To get started using Red Hat Ansible Certified Content Collection for ServiceNow ITSM: - Install the application programming interface (API) for Red Hat Ansible Certified Content Collection found in the ServiceNow store: https://store.servicenow.com/store/app/6b1ca36e1b246a50a85b16db234bcb0d - Download and consult the scoped application installation and configuration guide for additional instructions (available in the ServiceNow store). - Once the API is installed, download the Ansible Content Collection for ServiceNow ITSM from the Red Hat Hybrid Cloud Console: https://console.redhat.com/ansible/automation-hub/repo/published/servicenow/itsm/

What is an Ansible Playbook?

An Ansible® Playbook is a blueprint of automation tasks, which are IT actions executed with limited manual effort across an inventory of IT solutions. Playbooks tell Ansible what to do on which devices. Instead of manually applying the same action to hundreds or thousands of similar technologies across IT environments, executing a playbook automatically completes the same action for the specified type of inventory—such as a set of routers. Playbooks also serve as frameworks of prewritten code that developers can use ad-hoc or as a starting template.

What is IT service management (ITSM)?

IT service management (ITSM) refers to the activities an organization performs to design, build, operate, and maintain information technology (IT) services offered to internal and external customers. ITSM is built on the idea that IT should be delivered as a service. ITSM coordinates and streamlines processes so that all customers of IT—both those who are technologically inclined and those who are not—can interact with and benefit from IT services. For example, if a company needs to deliver a phone to a new employee on their first day, an ITSM process would ensure that the employee gets the correct phone. Learn more at: https://www.redhat.com/en/topics/automation/what-is-it-service-management-itsm However, ITSM covers more than just basic IT support delivered via a service desk or help desk. ITSM teams manage all kinds of workplace assets and their network of relationships—from something as simple as providing a mouse, to provisioning an email account, to deploying more complex technology like servers and software applications. While ITSM is dedicated to improving user experience, it functions more broadly as a range of processes designed to optimize IT operations across an organization—to ensure diverse systems run efficiently and stay aligned with business goals. Due to the scale and complexity of modern organizations, most IT teams rely on automation to perform aspects of many ITSM processes.Collections

Collections are a distribution format for Ansible content that can include playbooks, roles, modules, and plugins. You can install and access the certified collections through the Red Hat Ansible Automation Hub in the Hybrid Cloud Console.

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