...
...to which ITIL users can associate incidents, changes, or problems, as with other CI types.
Fields
These exact header names must be present in the source fileare the target fields, and are subject to the following conditions:
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Business Service Field Label | Rules | ||
|---|---|---|---|
"Serial Number" | text | "Number" | , must be unique |
"Service Category" | must match an existing Category name, else ignored ¹ | ||
"Service State" | must be: "Planned", "Active", "Deprecated", "Inactive", else ignored | ||
"Portfolio Owner UPI" | must match an existing user UPI in ServiceNow, else ignored | ||
"Service Owner UPI" | must match an existing user UPI in ServiceNow, else ignored |
Provider Services
Provider Service Fields | Rules |
|---|---|
"Provider Service Name" | text |
"Number" | must be unique |
"Service Category" | must match an existing Category name, else ignored ¹ |
"Service State" | must be: "Planned", "Active", "Deprecated", "Inactive", else ignored |
"Portfolio Owner UPI" | must match an existing user UPI in ServiceNow, else ignored |
"Service Owner UPI" | must match an existing user UPI in ServiceNow, else ignored |
"Support Assignment Group" | must match an existing group name in ServiceNow, else ignored |
Applications
Application Fields | Rules |
|---|---|
"Name" | text |
"AI Record ID#" | must be unique |
"State" | must be: "Planned", "Active", "Deprecated", "Inactive", else ignored |
"Platform Testing Required" | must be "TRUE", "FALSE", or blanks interpreted as "FALSE" |
"Brief Description" | text |
"Support Assignment Group" | must match an existing group name in ServiceNow, else ignored |
"Vendor Name" | if blank, will default to "Yale University" |
"Primary Support UPI" | must match an existing user UPI in ServiceNow, else ignored |
"Secondary Support UPI" | must match an existing user UPI in ServiceNow, else ignored |
Modules
Module Fields | Rules |
|---|---|
"Module Number" | must be unique |
"Module Name" | text |
"Status" | must be: "Planned", "Active", "Deprecated", "Inactive", else ignored |
"Parent Application Number" | must match existing application number, else ignored |
Data Sources
Since there is no official data ensconced in an existing database, and the Configuration process is new, it was decided as an interim step to bootstrap updates via simple spreadsheets, which have been exposed via Box.com. Each file has a corresponding data source and transform map in ServiceNow.
One person per table is responsible for content updates, which are filtered through a transform map; this serves as a choke point for enforcement of the contract, and avoids immediate changed to existing processes, delaying the implementation ACLs, business rules, and workflow in ServiceNow until the relevant process changes have a chance to develop.
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. Not normalized for case, characters, etc, so must be exact. | |
"Name" | text |
"State" | assumed 'Active' if inserted/updated |
"Functional Sponsor" | reference to a sys_user record in ServiceNow |
"Assignment Group" | reference to a sys_user_group record, assumed to be the first matching 'INF Windows Systems' |
"Service Owner" | assumed manager of the 'INF Windows Systems' group |
Data Sources
CMDB: SCCM Servers
URL | jdbc:sqlserver://SCCM;databaseName=SCCM_ITS |
|---|---|
Query (initial) | {{SELECT Upper(v_GS_SYSTEM.Name0) + '.' + Upper(v_gs_System.Domain0) 'Name', u_Operating_Systems.OperatingSystem 'Operating System Version', v_GS_OPERATING_SYSTEM.CSDVersion0 'Patch Level', . |
Data Contract
- The ITSM organization is responsible for the source data content; the POC is Adriene Radcliffe for now. Eventually this will have to be managed via other means yet to be specified (change management, delegates).
- spreadsheets containing data will exist at the above data source URLs (don't delete these files, or the integration will break)
- must remain XLS (Excel 97/2000) format
- must remain publicly accessible
- data will be loaded daily at midnight
...