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The goal of integrating ExtremeCloud IQ – Site Engine
with ServiceNow is to enable the detection of network
issues and have them trigger a ServiceNow workflow that
provides contextual technical data. The network issue will
create an alarm within ExtremeCloud IQ – Site Engine.
Upon triggering an alarm, a workflow is launched to extract
the details of the network event and a ServiceNow ticket
is opened as per the instruction set defined within the API
scripts and populated with supporting data gathered from
the network. Network administrators benefit by having the
ticket automatically created in ServiceNow® for specific
network events, thereby saving the time and eort of
manually opening the ticket themselves and eectively
translating to financial savings for the enterprise.
Figure 1 illustrates the specific role of ExtremeCloud IQ –
Site Engine as a cloud enablement pathway within the
ExtremeCloud IQ ecosystem, and the various applications
with which it interconnects, including its northbound API
integration capability with ServiceNow®.
Introduction
ServiceNow IT Service Management (ITSM) is the
world's most innovative service management solution
and helps enterprises deliver resilient services that
increase productivity and create amazing experiences.
ExtremeCloud IQ – Site Engine
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extends the value of
ExtremeCloud IQ by enabling a cloud migration path
from a local/on-premises operational model and provides
network management and orchestration for legacy non-
cloud native and third-party devices. ExtremeCloud IQ
customers can simply open ExtremeCloud IQ – Site Engine
from within their ExtremeCloud IQ application via a single
sign-on. In addition, ExtremeCloud IQ – Site Engine oers
an open northbound API for customized integrations to
key enterprise platforms such as ServiceNow®. It oers an
intuitive graphical way to easily automate network tasks by
creating workflows via scripts (i.e. Python). Workflows can
be triggered by any event like threshold reached, syslog
message or trap received, user action, or even an external
API call.
Solution Brief
Integration of ExtremeCloud
™
IQ – Site Engine
with ServiceNow®
Supporting Automated Workflows in the Enterprise
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Figure 1: ExtremeCloud IQ – Site Engine’s Ecosystem and Northbound API Integration with ServiceNow
An Integration Workflow Example
An example of the previously described goal of integrating
ExtremeCloud IQ – Site Engine with ServiceNow can
be highlighted by describing the processes involved
in a scenario whereby a “Device High CPU” alarm is
detected within ExtremeCloud IQ – Site Engine triggered
by a switch(es) reporting high CPU events based on a
predefined SNMP Trap. Upon detection of the alarm, the
process to open a pre-configured ServiceNow ticket
workflow would be launched to process the event. The
event details as well as the execution status of the
ServiceNow workflow could be monitored via specific
dashboards. Figure 2 illustrates how users can drill down
to the individual color coded activities that represents
the execution status of each activity within the workflow’s
pathway. These activities can be switch CLI commands,
HTTP queries, email alerts, or Python scripts. The workflow
may first comprise the processing of the event and
extracting the key network details. This would be followed
by opening a ticket via the ServiceNow API and populating
the ticket with the events from the Alarm, and followed,
as shown in Figure 3 by sending an email to the network
administrator that a workflow has been executed, and
indicating the ticket number assigned by ServiceNow.
By implementing such an automated workflow, the
ExtremeCloud IQ – Site Engine can change for example,
a network administrator’s 3 AM wake up call to a 10 AM
follow-up.
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For additional information regarding Extreme IQ – Site Engine and its integrated applications (ExtremeAnalytics and ExtremeControl) please refer to the
ExtremeCloud IQ – Site Engine Data Sheet.
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Conclusion
The integration of ExtremeCloud IQ – Site Engine’s network
management, alarm detection, and API script driven
workflow orchestration with ServiceNow’s enterprise
workflow and ticketing capabilities provides network
administrators valuable tools to respond to underlying
network events. By customizing the orchestration of how
alarms and events are addressed upon detection, service
downtimes can be minimized thereby driving better
business performance outcomes.
"The integration of ServiceNow and ExtremeCloud IQ – Site Engine enables enterprises using these
leading platforms to benefit from automated workflows and drive proactive management of
networking events to simplify their day-to-day operations and deliver the best employee experiences.”
John Abel, CIO, Extreme Networks
Figure 2: Workflow for ServiceNow Ticket Opening
Figure 3: Email Notification of ServiceNow
Ticket Number
About Extreme Networks
Extreme Networks, Inc. (EXTR) creates eortless
networking experiences that enable all of us to advance.
We push the boundaries of technology leveraging the
powers of machine learning, artificial intelligence, analytics,
and automation. Over 50,000 customers globally trust our
end-to-end, cloud-driven networking solutions and rely
on our top-rated services and support to accelerate their
digital transformation eorts and deliver progress like never
before. For more information, visit Extreme's website or
follow us on Twitter, LinkedIn, Instagram, and Facebook.
ServiceNow, the ServiceNow logo, Now, Now Platform, and
other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or
other countries.
