ManageEngine OpManager, a network, and data center infrastructure management software application, can be integrated with ServiceDesk Plus Cloud.
The ITOM integration with ServiceDesk Plus Cloud enables your IT teams to set up a 24X7 monitoring system with automated workflows, intelligent alerting engines, configurable discovery rules, extendable templates, and syncing of CIs along with their relationship data.
Licensing Requirements:
Server and Application Requirements:
User Requirements:
Open OpManager.
Navigate to Settings > General Settings > Third Party Integrations.
Choose ServiceDesk Plus Cloud.
You will be asked to enter the grant token. Click Get grant token from ServiceDesk Plus Cloud.
Click Select Domain and choose a particular domain from the drop-down.
Click Validate. After validation, the page will reload to display settings specific to ServiceDesk Plus Cloud.
Select a service desk instance where the integration must be enabled from the Portal Settings. Specify the following details:
Click Save.
After you integrate OpManager with ServiceDesk Plus Cloud, you can begin to manage your IT resources and raise incident requests.
Devices managed in OpManager are synced as CIs in ServiceDesk Plus Cloud.
OpManager monitors devices by using defined severity threshold values. When a device violates defined values or a fault occurs, an alarm is raised in OpManager and forwarded as an incident request in ServiceDesk Plus Cloud. The faulty device is automatically mapped as the affected CI in the CI-related fields of the request.
For instance, if your organization is experiencing a dull network performance, you can raise critical alarms in OpManager as incidents in ServiceDesk Plus Cloud to resolve them quickly.
While logging alarms as requests, you can configure Notification Profiles in OpManager to automate the request resolution process in ServiceDesk Plus Cloud.
To automate the request resolution process, you can specify the properties of the request (such as title, description, priority, technician, or group) in a notification profile. When an alarm is raised in OpManager and it corresponds to a notification profile, it will be forwarded to ServiceDesk Plus Cloud as a request. The details of the request will be auto-updated as configured in the notification profile.
For instance, critical alarms in OpManager can be assigned as high-priority requests in ServiceDesk Plus Cloud.
Integrating OpManager with ServiceDesk Plus Cloud automatically syncs all IT devices on your network with the help desk software. The synced devices are listed under CMDB tab in ServiceDesk Plus and are collectively called CIs (Configuration Items). They are indicated with a 
icon beside their name.
OpManager by default classifies devices based on categories and syncs them to ServiceDesk Plus Cloud in a specific hierarchy. For example, all desktops in OpManager will be mapped under workstations in ServiceDesk Plus Cloud.
|
Workstation |
IP Address Display Name DNS Name Type System Description Vendor Uplink Dependency Monitoring Protocol Poll Using Service Tag Serial Number Status HardDisk Size RAM Size |
|
Router |
IP Address Display Name DNS Name System Description Vendor Type Uplink Dependency Monitoring Protocol Serial Number Status RAM |
|
Switch |
IP Address Display Name DNS Name Type System Description Vendor Uplink Dependency Monitoring Protocol Status |
|
Domain Controller |
IP Address DisplayName DNS Name Type System Description Vendor Uplink Dependency Status Monitoring Protocol HardDisk Size RAM |
|
Server |
IP Address Display Name DNS Name Type System Description Manufacturer Uplink Dependency Monitoring Protocol Service Tag Serial Number Status |
|
LoadBalancer |
IP Address DNS Name Type System Description Vendor Uplink Dependency Monitoring Protocol |
|
Firewall |
IP Address Display Name DNS Name Type System Description Vendor Uplink Dependency Monitoring Protocol Service Tag Serial Number Status RAM Size HardDisk Size |
|
Printer |
IP Address DNS Name Type System Description Vendor Uplink Dependency Monitoring Protocol Service Tag Serial Number |
|
Wireless |
IP Address DNS Name Type System Description Vendor Uplink Dependency |
|
FCSwitch |
IP Address DNS Name Type System Description Vendor Uplink Dependency Monitoring Protocol Service Tag Serial Number |
|
PDU |
IP Address DNS Name Type System Description Vendor Uplink Dependency Monitoring Protocol Service Tag Serial Number |
|
Storage |
IP Address DNS Name Type System Description Vendor Uplink Dependency Monitoring Protocol Service Tag Serial Number |
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RAID |
IP Address DNS Name Type System Description Vendor Uplink Dependency Monitoring Protocol Service Tag Serial Number Manufacturer Model Product Description Serial Number |
|
Tape Library |
IP Address DNS Name Type System Description Vendor Uplink Dependency Monitoring Protocol Service Tag Serial Number |
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UCS |
IP Address DNS Name Type System Description Vendor Uplink Dependency Monitoring Protocol Service Tag Serial Number |
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UPS |
IP Address DNS Name Type System Description Vendor Uplink Dependency Monitoring Protocol Service Tag Serial Number |
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WanAccelerator |
IP Address DNS Name Type System Description Vendor Uplink Dependency Monitoring Protocol Service Tag Serial Number |
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Unknown |
IP Address DNS Name Type System Description Vendor Uplink Dependency Monitoring Protocol Service Tag Serial Number |
|
Hyper-Host |
Entity Name Vendor Version Hardware Vendor Logical Processors Number of NICs CPU Cores CPU Model Average CPU Speed (MHZ) Power State |
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HyperV-Vm |
Entity Name Host Name OS Name Power State No of CPU No of VDisks No Of NIC Memory Memory reservation (MB) CPU Limit (MHz) CPU Reservation (MHz) |
|
Nutanix Cluster |
IP Address Total No Vms Type UUID No of Disk Monitored VMs AOS Version NCC Version Storage Capacity (GB) No Of Host |
|
Nutanix Host |
IP Address Display Name Hypervisor Cluster Name Disk Capacity (GB) Total VMs Memory (GB) CPU Model CPU Cores UUID Total Disks |
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Nutanix VM |
IP Address Display Name Entity Name Is VM Controller Total No Vms Cluster Name OS NAME Host Name Power State Disk Capacity (GB) Memory Reserved capacity Memory (GB) vCPUs |
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VMware-VM |
Entity Name UUID Host vCenter Server Power State Connection State CPU speed |
|
VMWare-vCentre |
Entity Name UUID Host vCenter Server Power State Connection State CPU speed |
|
Xen Host |
Is Master Pool Entity Name Version NIC Count CPU Speed |
|
Xen-VM |
Entity Name Host Power State NIC Count Memory No of CPU |
|
VMWare-Host |
Entity Name Vendor Name Build Info OS Type Hardware vendor CPU Model CPU Cores Hardware Model CPU Speed Memory Capacity (MB) |
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Unknown |
IP Address Display Name DNS Name Type System Description Vendor Uplink Dependency Monitoring Protocol Status |
OpManager seamlessly discovers virtual clusters, hosts, VMs, data stores and monitors the virtual network. These virtual devices are synced with ServiceDesk Plus Cloud CMDB under Servers CI type.
Additionally, the virtual devices hierarchy identified during discovery and maintained in OpManager is synced with ServiceDesk Plus Cloud CMDB. Technicians can access the synced hierarchy details under Relationships tab in the respective CI details page.
Currently, virtual devices relationships are synced from the following vendors: VmWare, HyperVM, Nutanix, and Xen.
VmWare Relationships in ServiceDesk Plus Cloud:
The VmWare hierarchy (VCenter - VmHost - Virtual devices) is synced from OpManager to ServiceDesk Plus Cloud:
HyperVM Relationships in ServiceDesk Plus Cloud:
Nutanix Relationships in ServiceDesk Plus Cloud:
In OpManager, you can discover Layer2 devices that are connected to your network and outline a visual map of the relationship between the devices. This includes a detailed map of all the interfaces, nodes, interconnected layers, and port-to-port connectivity. To start discovering your layer2 devices, go to Settings > Discovery > Layer2 Discovery and follow the instructions specified in the OpManager admin guide.
After a layer2 map is generated, the relationships (i.e. the connection and dependency details) between devices are synced to ServiceDesk Plus Cloud CMDB. This allows IT admins to visualize the IT infrastructure along with the interrelation between the CIs.
The layer2 map data is added over the relevant CIs under their relationship map.
Layer2 Map in OpManager (with unmanaged objects)
Relationship Map in ServiceDesk Plus Cloud(with unknown CIs)
For example, the relationship between HP Switch and a workstation (192.158.50.130) in Layer2 map will be automatically populated in the relationship map of both CIs (HP Switch and 192.158.50.130) under CMDB.
In OpManger, if the number of devices discovered during the Layer2 discovery exceeds the available node license count, the surplus devices will be categorized as Unmanaged Objects. During relationship sync with ServiceDesk Plus Cloud, the unmanaged objects will be added under Unknown CI Type. If the unmanaged object is converted as a managed object in OpManager, the relevant unknown CI in ServiceDesk Plus Cloud will be moved to the respective CI type.
Layer2 Map in OpManager
Relationship Map in ServiceDesk Plus Cloud
How are assets added/overwritten by OpManager in ServiceDesk Plus Cloud?
OpManager checks for the asset name in ServiceDesk Plus Cloud. If the asset name is present, the details are updated to the existing asset. Else, a new asset will be created.
How does the relationship sync mechanism function?
After OpManager executes asset addition task and syncs the asset information into ServiceDesk Plus Cloud, OpManager collects the internal marking ID of the assets called CIID.
While syncing layer2 maps,
You can disable the integration anytime by resetting the integration from Settings > General Settings > Third Party Integrations. On the ServiceDesk Plus Cloud block, click Configure.
On the configuration page, click Reset.
The ServiceDesk Plus Cloud configuration will be reset and disabled. Upon resetting the integration, the synced devices will be treated as normal assets in ServiceDesk Plus Cloud.