Puppet's ServiceNow Integration Accelerates Operational Tasks with Self-Service Workflows and Improved Data Accuracy

Empower your platform team’s capacity to manage IT infrastructure changes efficiently, troubleshoot problems quickly, and resolve more incidents by integrating self-service automation into your IT Service Management (ITSM) platform with integrations for Puppet and ServiceNow.

Improve Data Accuracy and Reliability

Available on the ServiceNow store, the Service Graph Connector for Puppet ingests data from Puppet Enterprise directly into ServiceNow’s CMDB to give you and your team rich, relevant data to make informed decisions across your on-prem and cloud infrastructure. Increase the data share frequency and wealth of information on each resource in the form of Facts, collected by the Puppet Agent and shared directly into the ServiceNow CMDB for real-time data advantage. Streamlined mapping of configuration data eliminates unwanted data security issues, and offers full stack visibility into configuration components.

How it Works

Puppet and ServiceNow seamlessly synchronize data behind the scenes into the CMDB, as illustrated below in the following steps:

ServiceNow Integrations
  1. The Service Graph Connector for Puppet retrieves facts from Puppet Enterprise’s database.
  2. The Robust Transform Engine (RTE) and Identification and Reconciliation Engine (IRE) in ServiceNow transform the facts into attributes and identify new or existing records, inserting them into CMDB CI tables or updating existing records.
  3. The Service Graph Connector for Puppet takes a configured set of facts per node and transforms that into existing global CMDB CI service tables.
  4. The IntegrationHub ETL is what constructs the Service Graph Connector. This is an import set that points to a data source. The data source is Puppet Enterprise’s database (configured through a connection alias), enabling you to connect securely to Puppet Enterprise. The data is then transformed and mapped into the global classes.

Take Action With Self-Service Workflows

Available on the ServiceNow store, the Puppet Spoke for the IntegrationHub offers simplified workflows that trigger Puppet actions directly from ServiceNow. This integration comes out of the box with commonly used tasks and enables you to take action on the infrastructure you depend on, but without the reliance on a specific expert or team. You and your team can also customize and add your own workflows to the ServiceNow catalog using Puppet Actions.

Self-Service Workflows Included with the Puppet Spoke integration:

  • Install Puppet Agent in a node.
  • Run package install, upgrade, or exec.
  • Manage a specific service.
  • Reboot machines in an environment.
  • Request access to Puppet Spoke and run tasks/plans in Puppet from ServiceNow.
  • Run a command on the specified targets.

Event Reporting

Keep track of important events such as compliance drift through ServiceNow Incidents or ServiceNow Event Management. Event reporting removes the manual effort needed to accurately track incidents or events, and gives visibility into why an incident was raised and how many nodes were impacted. Understand the what and why of infrastructure change, enable automated resolution for change management and prioritize alerts to ServiceNow in real-time post-Puppet runs. Available on the Puppet Forge.

Enriched Change Management

Seamlessly integrate DevOps-oriented infrastructure changes by Puppet into the ServiceNow Change Management process. When you propose a Puppet code change, this integration automatically generates a ServiceNow Change Request from the Puppet Impact Analysis report. Reduce fail rates, improve ticket quality, and accelerate change management in your organization. Available on the Puppet Forge.

Further Information on ServiceNow:

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