April 10, 2020

ServiceNow VMware integration guide| Steps for a successful integration

See how to enrich vROps VMs with information coming from ServiceNow (discovery data or user input). Contact us for more details or a live demo of ZigiOps.



Just like everything else, businesses are also constantly evolving. Thereby, they will not only be competitive but also able to achieve their goals in terms of financial outcome, new markets, and customer satisfaction. To do that, they must have and successfully deploy and integrate their software systems. Such types of integration platforms aim to lift many repetitive tasks off the shoulders of the responsible teams enhancing their productivity and minimizing the risk of human errors.

Yet, with a market full of endless possibilities that promote all of the abovementioned functionalities, making the right choice is not that easy. Of course, such important decisions must be based on the organizations needs and use cases. And when it comes to answering a multitude of sophisticated use cases, two names stand out from the vast sea of options available. These are ServiceNow and VMware.

Why do companies embed systems like ServiceNow and VMware vROps?

Companies use ServiceNow for IT service management, automation, and business process management, while VMware vRealize Operations is utilized for monitoring, optimizing, and managing virtualized and cloud infrastructure environments.

Both tools play a crucial role in enhancing operational efficiency and delivering better services to end-users.

ServiceNow is a leading service desk management application. It has the ability to seamlessly automate the operations related to incident management and the organizations departments workflow. Thanks to that, it has become the go-to solution for so many companies across the globe.

ServiceNow Benefits

ServiceNow is a cloud-based platform that provides a wide range of IT Service Management (ITSM) and Business Process Management (BPM) solutions. Companies use ServiceNow for various reasons:

  • IT Service Management: ServiceNow offers a comprehensive ITSM suite that includes incident management, problem management, change management, asset management, and service catalog management. It helps organizations streamline and automate IT service workflows, resulting in improved service delivery and faster response times.
  • IT Operations Management: ServiceNow provides tools to monitor and manage IT infrastructure and applications, allowing companies to proactively detect and resolve issues, reducing downtime and ensuring a reliable IT environment.
  • Automation: ServiceNows workflow automation capabilities enable companies to automate repetitive tasks, thereby increasing operational efficiency and reducing human errors.
  • Employee Service Experience: ServiceNows service portal and self-service capabilities empower employees to access IT services and resources easily, enhancing the overall employee service experience.
  • Enterprise-wide Service Integration: ServiceNow can be integrated with other enterprise systems, such as HR, finance, and customer service, creating a unified platform for managing various services across the organization.

A quick overview of VMware vROps

VMware vROps, on the other hand, is a system that offers its users a combination of intelligent operations management and application-to-storage visibility functionalities. vROps enables its users to gain full access overcloud, physical and virtual infrastructures available in the organizations IT ecosystem.

vROps helps IT teams successfully automate processes, thus achieving overall IT efficiency.

In essence, vROps encompasses all the functionalities and characteristics of a modern software solution that helps achieve high levels of continuous performance and reduced production costs.

VMware Benefits

VMware vRealize Operations (vROps for short) is a monitoring and analytics tool designed specifically for managing virtualized and cloud environments. Companies use vROps for the following reasons:

  • Performance Optimization: vROps continuously monitors the virtualized infrastructure, providing insights into resource utilization, performance bottlenecks, and capacity planning. This helps companies optimize their virtual environments for better performance and resource allocation.
  • Anomaly Detection: The tool uses machine learning and advanced analytics to detect anomalies and potential issues in the infrastructure. This proactive approach helps prevent problems before they impact operations.
  • Cost Optimization: By understanding resource utilization and capacity trends, companies can identify opportunities to optimize resource allocation, leading to cost savings in their virtualized environment.
  • Customizable Dashboards: vROps provides customizable dashboards and reports, allowing companies to visualize and analyze their infrastructures performance and health based on specific metrics and KPIs.
  • Multi-Cloud Management: vROps supports managing and monitoring virtualized environments across different cloud platforms, providing a centralized view of the entire infrastructure, even in complex hybrid or multi-cloud environments.

Without a ServiceNow VMware integration in place?

The lack of ServiceNow VMware integration can hinder operational efficiency, decision-making, automation, and overall IT service management capabilities, leading to increased costs and reduced service quality for the organization.

Without a ServiceNow VMware integration, data and workflows between ServiceNow and vROps remain siloed. This can result in duplication of effort, manual data entry, and inconsistencies between the two systems, leading to increased operational overhead and potential errors.

Additionally, without a ServiceNow VMware integration in place, organizations may face limitations in automating incident creation, problem resolution, or provisioning tasks, resulting in slower response times and increased manual intervention.

The presence of a proper connection between ServiceNow and VMware vROps provides a comprehensive view of both IT service management and infrastructure health. Without this unified view, IT teams may lack critical insights into the relationship between service incidents and underlying infrastructure issues, hindering effective decision-making.

An integrated environment allows for automatic incident creation and correlation with infrastructure events in vROps. The absence of the ServiceNow VMware integration can lead to delays in identifying the root cause of incidents and extended downtime for critical services.

ServiceNows Configuration Management Database (CMDB) plays a crucial role in managing IT assets and their relationships. The integration with vROps ensures accurate and up-to-date information about virtualized assets. Without it, CMDB data may become outdated or inaccurate, affecting IT asset management.

Furthermore, the lack of ServiceNow VMware integration can lead to slower and more error-prone processes, reducing the overall efficiency of IT service delivery. This may result in dissatisfied end-users and negatively impact on the organizations productivity.

Along with that, the lack of ServiceNow VMware integration may lead to higher operational costs due to manual processes, additional staff training, and the need to maintain separate tools and databases.

Not to forget that without the ServiceNow VMware integration, organizations may face challenges in demonstrating compliance with regulatory requirements.

With ServiceNow VMware integration in place?

When combined in tech stack, with the rest of the software tools integrated with the enterprises IT ecosystem, ServiceNow and VMware help scale up the overall performance and the expected outcomes. They also manage to help organizations meet their goals in terms of workflow and operations optimization.

When there is a fully functioning ServiceNow VMware Integration allows for automatic creation of incidents in ServiceNow based on alerts or events detected in vROps. This streamlines the incident management process, enabling faster detection, notification, and resolution of issues in the IT environment.

The ServiceNow VMware integration provides a unified view of IT service management data and infrastructure health information. This holistic perspective allows IT teams to better understand the relationship between service incidents and underlying infrastructure problems, leading to more informed decision-making.

Integrating CMDB data from ServiceNow with vROps ensures accurate and up-to-date information about virtualized assets. This improves IT asset management, simplifies configuration tracking, and supports better resource planning.

With the ServiceNow VMware integration, organizations boost operational efficiency, reduce manual effort, and accelerate service provisioning.

Integration facilitates collaboration between IT service management and infrastructure teams. Both teams can share information easily, leading to improved communication, faster issue resolution, and a more cohesive IT operation.

When integrated ServiceNow and VMware vROps, they help maintain consistent and accurate records of IT assets and activities. This streamlines compliance and auditing processes, ensuring that the organization meets regulatory requirements more effectively.

Faster incident resolution, proactive monitoring, and automated service delivery lead to an improved user experience for employees and customers. End-users experience minimal service disruptions and receive timely support, leading to higher satisfaction levels.

Nonetheless, a potential ServiceNow VMware integration establishes a single source of truth for IT service and infrastructure data. This reduces data discrepancies and minimizes the chances of errors arising from inconsistent information.

Choosing the right tool for a successull ServiceNow VMware integration?

Deciding on the best tool for a successful ServiceNow VMware integration requires careful consideration of various factors to ensure it aligns with your organizations needs and goals. Here are some steps to help you make an informed decision:

  • Identify Integration Requirements: It all starts with understanding the organizations integration requirements. The complexity and scale of integration needed must be taken into consideration.
  • Assess Compatibility: Its important to ensure that the integration tool is compatible with the existing infrastructure, applications, and technology stack. It should support the platforms, protocols, and APIs used in the companys environment.
  • Scalability and Performance: Evaluating the tools scalability to handle current and future integration needs as the organization grows is a must.
  • Ease of Use and Configuration: A user-friendly and intuitive interface is essential for efficient integration.
  • Pre-built Connectors and Adapters: Its important to consider whether the integration tool offers pre-built connectors or adapters for commonly used applications and systems. These can significantly speed up integration development.
  • Data Security and Compliance: Security is crucial when integrating systems that handle sensitive data. Ensure that the tool adheres to industry standards and provides robust data encryption, access controls, and compliance features.
  • Flexibility and Customization: The integration tool should offer flexibility to accommodate unique business requirements and allow for customizations when necessary.
  • Vendor Support and Community: Researching the vendors reputation for customer support and check if there is an active community or user base that can provide assistance and share knowledge is necessary.
  • Cost and Licensing: The total cost of ownership, including licensing fees, implementation costs, and ongoing support expenses is also something that must be taken into consideration.
  • Performance Monitoring and Error Handling: Companies should look for features that enable performance monitoring and real-time error handling, allowing their teams to identify and address issues promptly.
  • Integration Capabilities: Considering the range of integration capabilities the tool provides, such as data integration, application integration, cloud integration, API management, and process automation is another crucial step of the process of picking an integration solution.
  • Proof of Concept (POC): Before making a final decision, companies should conduct a proof of concept (POC) to test the tools performance, usability, and compatibility with your specific use cases.

The best way to achieve such a comprehensive ServiceNow VMware integatio is via a standalone solution like ZigiOps. A no-code integration platform, ZigiOps connects both ServiceNow and vROps bi-directionally.

Why choose the ZigiOps no-code integration platform for a ServiceNow VMware integration?

ZigiOps integration platform offers a fully no-code solution, ensuring a hassle-free implementation even in complex IT infrastructures. Its no-coding requirement makes it an attractive choice for non-technical users, saving valuable time and resources.

With ZigiOps, you get a perfect blend of flexibility and scalability, creating a seamless bi-directional connection among popular ITOM, ITSM, Cloud, and CRM systems. Notably, the PagerDuty Jira integration is effortlessly facilitated by this tool.

In just a few clicks, ZigiOps acts as a bridge between the connected systems, facilitating real-time information transfer and synchronization. This ensures IT teams and end-users remain up-to-date on operations and their progress.

Moreover, ZigiOps adheres to the latest data security requirements, providing peace of mind as it does not store any transferred data between PagerDuty and Jira. By automating crucial tasks and operations within the IT ecosystem, this no-code integration solution enhances workflow optimization, making processes smoother.

ServiceNow VMware integration common use cases

Companies rely on the ServiceNow VMware integration for trouble-free transfer of topology and events. Most frequently, IT teams opt for transferring:

vROps (Custom Group Members) as ServiceNow (VM Instances)

vROps (Topology Enrichment) as ServiceNow (VM Instances Topology)

One of the most frequent use cases of ServiceNow and vROps is enriching vROps VM with ServiceNow discovery data.

There is a newly-discovered Virtual Machine CI in the ServiceNow system. It contains relevant user and assignment group data that we want to transfer to the same Virtual Machine, but this time in vROps. We have to enable the integration between the two systems.

Well use the help of ZigiOps for that. Once the integration flows are executed, and there are matches for the trigger conditions, we can go to vROps, find our Virtual Machine, and refresh its properties.

There, we will find a new property, called servicenow, available for the Virtual Machine, containing the needed user and assignment group data that was collected from ServiceNow.

But lets peek in how the integration works.

Logging into the ZigiOps system

To initiate the ServiceNow VMware integration, the first step involves installing the ZigiOps no-code integration platform, which offers a user-friendly setup. The ZigiOps connector has straightforward requirements that can be easily met. The installation process itself takes just a few minutes to complete.

ZigiOps caters to the diverse needs of enterprises with two versions available: an iPaaS solution and an on-premise option. The on-premise version can be installed in under five minutes, without the need for any additional coding or modifications in other applications. Moreover, utilizing ZigiOps for integration ensures complete data security, as it does not store any transferred information between the connected systems, making it 100% safe for use.

To enter the ZigiOps, youll need to fill in your username and password.

After logging, youre transferred immediately to the ZigiOps platforms Dashboard.

Once inside the ZigiOps, the integration platform showcases one of the most important dashboards the one that displays health status of our connected systems, current number of active integration licenses and more.

The intial ServiceNow VMware integration starts at ZigiOps Connected Systems section. It displays the systems wed like to integrate in our case, they are ServiceNow and VMware vROps.

From the Connected Systems Menu users can easily get acquainted with the entire list of systems the ZigiOps platform can seamlessly establish a connection with.

Once the desired systems are selected, ZigiOps requires us to fill in a few credentials that will enable it to establish the ServiceNow VMware integration.

Choosing a ServiceNow VMware integration template from ZigiOps template library

The next step of the ServiceNow VMware integration process is to load the exact template that fits the current integration needs. ZigiOps has an extensive library of pre-defined templates.

Once in there, the next step of the ServiceNow VMware inetrgation is to clarify System A and System B this shows ZigiOps which are the exact systems for the integration and would allow the platform to display just those templates that are relevant to the integration.

Since our integrations is about enriching the VMware topology, we select the template that fits the case.

There is an option for creating and importing custom templates. That is a useful solution for those cases that have special requirements.

Connecting to ServiceNow

Before executing the ServiceNow VMware integration, we need to connect to Jira. For this to

  • Server URL Input the URL of your instance. For example, https://example.service-now.com.
  • Username Input the username of the ServiceNow user.
  • Password Input the password for the above ServiceNow user.
  • Proxy Settings Enables the usage of a proxy server if needed.

Connecting to VMware vROps

After connecting to the ServiceNow instance, its time to establish a working connection with VMware vROps, too. For this, the following information is needed:

  • Server URL Input the URL of your instance. For example, https://vrops.example.com.
  • Username The vROps integration user username.
  • Password The vROps integration user password.
  • Proxy Settings Enables the usage of a proxy server.

Continuing on with our ServiceNow VMware integration. After defining the entities and the correlation logic ZigiOps will use to establish the connection between the systems, we can click SAVE.

ZigiOps ServiceNow VMware Integration Action Levels

Action Levels play a crucial role not only in the current ServiceNow VMware Integration but in general.. ZigiOps advanced capabilities allow the usage of more than one. Here, in our current system integration, we can sync new changes and sync all props.


Connecting systems like ServiceNow and VMware vRealize Operations (vROps) is beneficial for enterprises because it allows seamless integration between IT service management and infrastructure monitoring.

This integration streamlines incident and problem management, improves operational efficiency, enhances visibility into the IT environment, and facilitates proactive issue detection and resolution. It enables organizations to optimize resource utilization, automate workflows, and deliver better services to end-users, ultimately leading to increased productivity and improved user experience.

Share this with the world

Related resource:

We use cookies on our website to give you the most relevant experience by remembering your preferences and repeat visits. By clicking “Accept”, you consent to the use of ALL the cookies. View our Cookie Policy for more information