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Comment: Migrated to Confluence 4.0

...

...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:

...

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 . Not normalized for case, characters, etc, so must be exact.

"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.

Business Services.xls
Provider Services.xls
Applications.xls
Modules to App Relationships.xls

Data Contract

...

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)

Code Block
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', .
                       V_GS_PC_BIOS.SerialNumber0 'SerialNumber'
FROM         v_GS_SYSTEM INNER JOIN  v_GS_OPERATING_SYSTEM ON v_GS_SYSTEM.ResourceID = v_GS_OPERATING_SYSTEM.ResourceID
                   inner JOIN
             v_GS_PC_BIOS on v_GS_SYSTEM.ResourceID = v_GS_PC_BIOS.ResourceID
             join
              u_Operating_Systems on substring(v_GS_OPERATING_SYSTEM.Version0,0,4 ) =  u_Operating_Systems.VersionNumber
order by 'Operating System Version'

User

s_Service-Now2SCCM (see Windows group re: credentials)

Data Contract

  • The 'INF Windows Systems' department (Infrastructure group) is responsible for the source data source; the technical POC is Julio Valdes.
  • data will be loaded daily at midnight

Data Source - CMDB Business Services
Data Source - CMDB Provider Services
Data Source - CMDB Applications

...

Transformation Logic

  • serial number, os version, and name are directly mapped.
  • coalesce on serial number (target table enforces uniqueness).
  • name, per the query, is the host + first FQDN suffix of the machine.
  • os family is always 'Windows'
  • group is always 'INF Windows Systems'
  • ci owner is always manager of 'INF Windows Systems'