© 2018 Dynatrace

Dynatrace and ServiceNow — Put your IT Operations on auto-pilot

Unified monitoring, prioritized IT processes, and automated problem remediation

2©2018 Dynatrace

Enterprise IT infrastructure is becoming more complex every day. Adoption of cloud-based technologies and the use of digital footprints have added new challenges for IT operations teams. They’re expected to deliver business outcomes faster with rapid application and service delivery to their employees and customers.

IT needs enhanced visibility into how application and database performance may impact critical business services. Using siloed applications to monitor infrastructure will not satisfy IT’s growing needs. They need to proactively pinpoint issues across their entire infrastructure, prioritize them, and resolve the service outages without impacting business performance.

Investing in a strategic operations management approach that includes advanced monitoring for real-time detection and response can reduce or eliminate IT service outages.

Dynatrace is integrated with ServiceNow out of the box to provide IT operations with deep-dive application performance monitoring and code-level visibility to provide a complete solution to eliminate service outages. Using Dynatrace monitoring with ServiceNow, you gain real-time visibility into your entire technology stack. This allows you to get to the root cause in seconds, eliminating disruption to your business and proactively resolving issues before impacting customers.

Do you have complete visibility of your complex enterprise infrastructure?

Manually remediate problems

Struggle to keep service owners and end users

informed

Manually create performance benchmarks

to try to detect infrastructure

issues

Are notified of outages by the customer

Lack insight into business services and the related

infrastructure and applications

Manually correlate events to identity cross-domain

service impact and root cause

Often use siloed management tools

Figure 1: Barriers to efficient IT operations

When problems occur IT operations teams:

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Proactive monitoring of your infrastructure with DynatraceThe Dynatrace digital performance management solution provides full-stack monitoring, across user experience, application, and infrastructure. It enables deep monitoring into cloud containers and at microservice levels. The Dynatrace AI (artificial intelligence) engine is designed to correlate and provide root cause analysis. This lets IT operations team invest in innovation and supporting larger business initiatives such as cloud and digital transformation versus troubleshooting.

360-degree visibility of your infrastructure with ServiceNowServiceNow® IT Operations Management (ITOM) captures events and alerts data from Dynatrace to bring complete visibility to business services and their health. The IT operations team can quickly pinpoint disruption sources, predict future outages for preventive action, and automate remediation. SeviceNow ITOM combines infrastructure visibility with service mapping, machine learning, and remediation techniques to resolve impacted business services faster. The result is reduced mean time to repair (MTTR), service outage elimination, and satisfied customers.

ServiceNow customers use ITOM applications to reduce event noise so they have the most critical alerts tied to business service at their fingertips.

Customer benefits with the combined solution• Visibility of the performance and health of business services

IT operations team gets a modern user experience with application and database performance, down to code-level insights. Dynatrace pinpoints problems while ServiceNow aggregates alerts from various sources to identify and take action to repair the affected business service.

• Proactive approach to improving service availability

IT operations can proactively identify service outages by looking at alert conditions, correlating them with other events, and prioritizing by business impact with root cause analysis. Machine learning mines historic event conditions that led to previous outages and uses them to predict future outages. This provides preventive capabilities to IT operations team to eliminate service outages.

• Reduced downtime and costs

IT operations team have the right information to act on the most important issues immediately. They can quickly remediate an impacted service with ServiceNow® Orchestration from the service map. This reduces manual intervention to fix devices, applications, and services, minimizing customer interruptions.

At Raymond James we rely on ServiceNow to understand our critical IT systems behavior and rely on it as our solution for incident management. The out of the box integration with Dynatrace solution adds tremendous value to find and analyze deep application code level problems. This joint solution helps us eliminate service outages and disruption to end users and improves our SLAs to customers.”

— Jeff Palmiero Manager of Application Performance Monitoring,

Raymond James

4©2018 Dynatrace

Customer value of the joint solution

Automatic problem remediation in ServiceNowDynatrace monitoring identifies issues that are handled by ServiceNow Orchestration to resolve systems errors and service outages. With the seamless integration between Dynatrace and ServiceNow, you can create automated remediation workflows, significantly reducing MTTR and eliminating business and end user disruption. Also, you get:

• Seamless integration to automatically map and detect incidents with configuration

items (CMDB/CIs).

• Relevant problem notifications within ServiceNow with a single alert, showing which

component is responsible and the root cause.

• Trigger workflows to vastly improve outage remediation tasks.

Figure 2: Dynatrace acts as an event source for the ServiceNow IT Operations Management

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Deep CMDB integrationModern microservices infrastructures commonly contain thousands of individual business-critical services and related dependencies. Dynatrace automatically discovers and monitors all such services and applications in real time, detects deviations from normal behavior (availability, performance, and/or errors), and synchronizes this data with your ServiceNow instance.

By installing Dynatrace OneAgent into your IT environment, you’ll successfully manage your software systems to efficiently route incidents to responsible teams. OneAgent includes:

• Automatic synchronization of auto-detected services and applications in ServiceNow

CMDB, along with their topology and dependencies, in real time.

• Automatic detection of software service and application availability, errors and slowdown

problems, which are then automatically synchronized into your ServiceNow environment.

• Automatic linking of detected problems with all affected CMDB configuration items and

keeping them in sync.

• Dynatrace OneAgent complements ServiceNow Discovery creating a consistent superset

of CIs representing all of your IT resources.

Figure 3: Integration of Dynatrace OneAgent and ServiceNow Dependency Maps

By installing Dynatrace OneAgent into yourIT environment, you’ll successfully manageyour software systems to efficiently route incidents to responsible teams.”

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Business service health in a single dashboardDynatrace integrates with ServiceNow® Event Management, making it easier to drill deeper into alerts. Using Event Management Dashboard, you can prioritize critical business services that are being impacted.

The event entries sent by Dynatrace include correlation identifiers for the affected hosts, which allows Event Management to link the relevant CI in the CMDB and aggregate event/ alert information based on those CI relationships. Other features include:

• ServiceNow combines the data from Dynatrace to determine service outages efficiently.

• Using machine learning, Event Management gathers anomalies that are exceeding

operational metrics and converts them into alerts. This allows IT operations to take

preventive action by identifying conditions leading up to a critical issue.

• You get an extremely high event reduction with Alert Correlation feature that groups alerts

based upon the machine learning from historical patterns.

Figure 4: ServiceNow Event Management Dashboard aggregates alerts/events and prioritizes them based on affected services

Dynatrace has redefined how you monitor today’s digital ecosystems. AI-powered, full stack and completely automated, it’s the only solution that provides answers, not just data, based on deep insight into every user, every transaction, across every application. The world’s leading brands, including, 72 of the Fortune 100, trust Dynatrace to optimize customer experiences, innovate faster and modernize IT operations with absolute confidence.

Learn more at dynatrace.com

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Getting startedGet started with Dynatrace and ServiceNow today by downloading the integration pack from ServiceNow Store.

About DynatraceDynatrace has redefined how you monitor today’s digital ecosystems. AI-powered, full stack and completely automated, it’s the only solution that provides answers, not just data, based on deep insight into every user, every transaction, across every application. The world’s leading brands, including 72 of the Fortune 100, trust Dynatrace to optimize customer experiences, innovate faster, and modernize IT operations with absolute confidence.

Learn more at dynatrace.com

About ServiceNowServiceNow is changing the way people work. By combining IT operations management and IT service management on a single cloud platform, we help eliminate service outages and get to the cloud faster, making the modern enterprise faster and more scalable than ever before. With over 3500 customers globally, ServiceNow is redefining IT operations.

Learn more at servicenow.com