How To Integrate Solarwinds With ServiceNow in Minutes

welcomed everyone and thank you for joining us for the latest in our webinar series today’s webinar will discuss how to integrate SolarWinds with ServiceNow in minutes it’s one of the most common topics we can ask about and judging by the number of people who register for this webinar there’s a very strong appetite to learn more about how we can help you quickly integrate SolarWinds with ServiceNow in your environment I am Guy Nadivi Director of Business Development for Ayehu and I’m joined today by my colleague Yaron Levy Ayehu’s Vice President of Professional Services and together we’re going to not only talk about how to integrate SolarWinds with ServiceNow in minutes but we’re also going to show you a live demo and how it’s done and even better what you can do with this high-value integration once it’s in place in case you’re wondering the value goes way beyond just automating creation ServiceNow tickets in response to SolarWinds alerts and before we dive in, I’m going to do a brief commercial about Ayehu we are a Gartner recognized industry leader in the IT process automation space we were founded in 2007 and are now completing our 9th year as a company in this niche market we’ve had an automation solution available for the market for over six years and it’s called eyeShare the most recent release is version 4.7 and our largest investor and chairman of our board is Eric Benhamou whose name some of you may remember from the days when he was CEO of 3Com Corporation and Palm Computers he’s currently founder and general partner of Benhamou of Global Ventures BGV an early-stage VC firm based in Silicon Valley eyeShare is currently being used by some very recognizable organizations with very large and very complicated environments that not only include SolarWinds and ServiceNow but many other network monitoring systems and ITSM help desk ticketing programs these organizations use eyeShare to integrate many of those platforms together among other things now speaking of network monitoring systems and ITSM help desk ticketing platforms eyeShare integrates out of the box not only with SolarWinds and ServiceNow but many others that you’ll probably recognize from this slide however it turns out that by far the most popular combination we run into these days are the two at the top SolarWinds and ServiceNow let’s talk a bit about how things are typically handled in today’s IT operations particularly at the service desk in most environments today companies have a network monitoring system like SolarWinds to keep an eye on things and when there’s an incident an alert gets generated that typically goes right to a level one technician at the helpdesk and this is where the process stalls a bit until the technician creates a ticket in the ITSM help desk complication which is often ServiceNow the technician then begins the process of remediation or if it’s beyond their level of expertise escalates it to a level 2 technician either way one of them is then supposed to update the original ticket in ServiceNow and finally close it out once the underlying incident has been remediated and if they remember they’re all supposed to go back to SolarWinds to update and dismiss the alert that kicked off this entire disconnected and very fragmented process I trust this looks very familiar to a lot of you right now I can tell you that this model represents what we read into at least 98% of the time and here’s what we recommend as alternative we call it a closed-loop process where there is no fragmentation and you start out with eyeShare creating an integration between SolarWinds and ServiceNow now when SolarWinds generates an alert eyeShare intercepts it parses it and launches the appropriate workflow needed to remediate the underlying incident automatically while this is taking place eyeShare also automatically create the ticket ServiceNow and updates it in real-time by documenting every step of the incident remediation process and once the incident remediated eyeShare automatically closes the ticket as well as updates SolarWinds to dismiss the alert and this illustrates why we think of eyeShare as a virtual operator which we sometimes refer to as low as zero tech support many incidents are simply solved automatically by eyeShare without any human intervention and without the need for attention for any attention from a level one technician and there are numerous benefits using a tool like eyeShare to enable this type of a closed-loop process like the one just illustrated first and foremost it’s going to eliminate all that manual labor that goes into creating tickets especially in bigger environments where there is a large volume of ServiceNow tickets being created automating that function is often seen as a godsend by our clients and eliminating that manual effort also eliminates the human errors that often

accompany it and not surprisingly automating the creation of tickets along with the remediation of the underlying incident can radically reduce help desk’s mean time to resolution KPI’s that’s a pretty big deal beyond that automation and enforces ITIL compliance by ensuring the procedures are followed properly every single time and that same automation also allows your help desk to encapsulate best practices for incident remediation in the workflow so problems get resolved the right way no matter who’s on duty and all of that ultimately reduces the noise your service desk deals with and once that noise is reduced and sometimes even eliminated your L1 and L2 staff can be freed up to work on more important things this is one example we had a client last year who used eyeShare to automate Active Directory password resets that was previously being done by a couple of full-time L one technicians at their help desk so once that process was automated those two technicians were freed up to work on more strategic projects that have been on the back burner for a while and finally the automation in a closed-loop process also ensures that each incident is properly and fully documented every time the ticket is opened in ServiceNow ok so now you’ve integrated SolarWinds with ServiceNow and it only took a few minutes so what are the top five things are going to use integration for well here are the top five tasks that we’ve seen our customers automate number one not surprisingly is automated creation of ServiceNow tickets in response to an alert from SolarWinds it’s pretty obvious that this is the first task organizations want to automate once SolarWinds and ServiceNow are integrated number two is also not much of a surprise automating service and/or server restarts applications and their host servers freeze up all the time restarting them is a classic example of a routine repeatable process which is a perfect use case for automation but eyeShare doesn’t just automate the restart it also validates that the server came up properly and that the applications also restarted correctly number three is an interesting one mitigating false alerts in SolarWinds please keep in mind that when you integrate SolarWinds with ServiceNow the communications flow bidirectional that not only means that SolarWinds alerts can flow automatically to ServiceNow but it also means that ticket submitted ServiceNow can cause a flow of automation to be directed back toward SolarWinds as an example let’s say that you have a cluster of 10 servers that need to have their storage upgraded normally taking down those serverss my trigger an alert storm in SolarWinds however if you submit a ticket in ServiceNow requesting to upgrade storage on that ten server cluster and that ServiceNow ticket gets approved eyeShare will see that approved ticket in ServiceNow’s queue and execute a workflow that among other things puts those 10 servers on maintenance mode in SolarWinds and thus avoids triggering a storm of false alerts number four is remediating low disk space on a server by automating the deletion compression and or transfer of files to free up space now even though you can fully automate this process once eyeShare receives the low disk space alert from SolarWinds this is actually a good example of an incident remediation where IT organizations will insert a pause into the workflow in order to accept human decision-making input for example before actually deleting a file the workflow can send a text message to an administrator for approval to proceed with the deletion and before continuing with the remainder of the remainder the automated process and finally number five is a very popular choice leveraging eyeShare’s communication notification and escalation capabilities to dynamically assign ticket ownership in ServiceNow to an appropriate technician eyeShare can notify the relevant person to take ownership for particular ticket via SMS email instant messaging and even telephone via IVR text-to-speech capabilities if that person can’t be located within 60 seconds or however long you decide eyeShare moves to the next person in the escalation hierarchy and tries to notify them and you can escalate to a specific name or to whoever is currently on duty or even to a group of people in order to ensure that no matter what day or time it is the right person takes ownership for a particular incident now speaking of automating ticket creation within ServiceNow let me address a point about that which is probably cross a number of your minds by now some of you might be thinking to yourself isn’t there a simple or a simpler approach to this why do I need an automation tool when I can simply have SolarWinds send an email with alert information about the incident directly to ServiceNow and automatically create a ticket that way and technically you’d be correct in

thinking that in fact there are a number of organisations creating tickets just like that because it’s such a simple approach but the simplest way of doing things isn’t always the best way of doing things creating a ticket in ServiceNow by sending an email from SolarWinds is purely a one-way communication process that does not let you do a number of other important things for example taking the simple approach does not let you receive a confirmation that it actually worked when you created ticket in ServiceNow from a SolarWinds email you have no way to confirm that ServiceNow even received the email from SolarWinds much less created a ticket from it in ServiceNow however by using eyeShare’s integration between the two you can not only confirm that the ticket was created ServiceNow but you can also extract the ticket number and the name of the responsible technician assigned to the incident to propagate back to SolarrWinds for cross-referencing purposes and I think you’ll agree that a nice benefit but we’re not done yet how about data enrichment if you use the simple email approach to ticket creation how do you map information from a Solarwinds alert email to a ServiceNow form well you can either use complicated scripting which then negates the simplicity of using the email approach to the first place or you can stuff all the information into one field on the ServiceNow form that’s not exactly the best practice approach though with eyeShare integrating SolarWinds and ServiceNow though you can populate multiple fields on ServiceNow forms accurately and do so without requiring any scripting for example eyeShare can not only take information about the incident and use that to create a ticket in ServiceNow but it can also include forensic information like CPU usage available memory number of users logged in etcetera and put all of that on the ServiceNow ticket as well as other big drawback to the simple approach of e-mailing alert information to ServiceNow is that it gives you no way to first verify that the alert is not a false positive unless again you’re willing to start writing some complicated scripts and now suddenly the email method isn’t so simple anymore with eyeShare though you can incorporate a verification process into the ticket creation workflow and confirm that the alert is not a false positive before starting to remediate the incident and oh by the way you can do that without any scripting there are lots of other good reasons not to take a simple approach and instead use a tool like eyeShare but we have limited time today and instead of beating that topic to death you’re probably all eager for me to shut up so you can actually see what integrating Solarwinds with ServiceNow in minutes actually looks like live so with that I’m going to turn over control of the screen to my colleague Yaron Levy who will first demonstrate how easy it is to integrate both SolarWinds and ServiceNow and then dive into an example of what that integration can do for your IT operations in a real-world scenario Yaron please take it away first of all I will ask that everyone put themselves on mute so we won’t have any background noise thank you hello everyone my name is Yaron Levy and I am managing the professional services at Ayehu today I am going demonstrate to you guys the simplicity of integrating SolarWinds and ServiceNow using eyeShare but if you haven’t heard about our solution eyeShare is an IT process automation orchestrator enabled you guys to design and build different types of workflows to automate operations and security incident response and also the day-to-day repetitive tasks within your network operating center your soc or your helpdesk it’s capable of integrating to the most known monitoring systems and ITSM ticketing systems such as HP operations manager HP service manager Microsoft SCOM BMC remedy JIRA focusing on the network performance monitoring and server application we have those intergrations available and by enabling those integration eyeShare can intercept alert in process the workflow not only to just create a ticket but will also assist in validating troubleshooting communication to the SOC if necessary and most important help you guys to remediate incidents the interfaces that you will find with our product are the eyeShare dashboards which is what you are seeing right now basically this dashboard is going to show you intercepted alerts from all the monitoring and ticketing systems into one centralized place not only are you going to see the alerts themselves you will be able to see a running workflow and the process that helps to troubleshoot and remediate and you’ll be able to observe it in real time from here the second

interface is the eyeShare studio this is the place where are the system settings are done including the workload integration point and the resources and then the eyeShare workflow designer this is where you guys can design and build the different types of workflows that you would like to execute for every alert and ticket you are going to receive and I am going to get back to this later on focusing on today’s agenda I am going to start with a short virtual demonstration of triggering an alert in SolarWinds I’m going to just take the printer spooler and I’m going to stop it and then I’m going to see how eyeShare handles such alerts so together with eyeShare over here I have also my SolarWinds server and application console over here right now you see i don’t have any open alerts and then I also have my ServiceNow and you can see there are already a couple of tickets over here and you’re going to see how eyeShare creates the ticket over here as well so we are going to start by just stopping the printer spooler then we’re going to give it a minute to SolarWinds in order to intercept this problem we are going to open eyeShare we are going to open SolarWinds over here it usually takes about a minute once Orion SolarWinds or whatever picks up this issue immediately eyeShare you are going to see eyeShare immediately pull this alert and you will be able to view it on the eyeShare dashboard and at that point in time we are going to see how eyeShare triggers the corresponding workflows in order to handle such incident in our case the printer spooler we’re gotta give it a couple of more secondswait for it to start the process that I’ve design and you’re going to witnessed once we are going to get the alert from SolarWinds is first do a validation here you can see the alert about the printer spooler and here it is inside eyeShare so you can see the alert this is my server name the printer spooler problem and then if you click on the active logs over here you can actually view all the steps that were done for this workflow the first step was to each line here represents a step within the workflow so the first step was to check the service of course we want to validate that there were no false alert so we are actually taking another action to connect with remote server making sure hey what’s the real status of that server just to overcome false alerts coming from SolarWinds or any other monitoring system you can see that if the result was stopped yeah this is a real problem not a false alert were requesting to send restart the service so we’re asking to start that service and its now running we’re rechecking just make sure the current status of the service it’s now running anything remediate that problem automatically and this is the step where we are creating that ticket inside ServiceNow so let me create the action to communicate with ServiceNow create the ticket 49 and at the end were actually sending an acknowledgement back to SolarWinds taking a look for a second back at the SolarWinds alert you can see first alert was acknowledged by eyeShare and inside alert as part of the acknowledgement we’ve actually added a note saying hey we’ve restarted the servers here is the ticket number that was generated inside ServiceNow and this is the interaction that we did back in case anyone is looking atone of the SolarWinds consoles we’re going for a second to the ServiceNowre refreshing that and you can see the ticket 49 created over here you can see that now because eyeShare was able to remediate the problem by restarting the service and making sure the service is now running this ticket has already been resolved and inside is all information about what the problem was and now the spooler is back online and running ok so now lets see how easily this was accomplished this integration so first eyeShare is an on-premise solution you guys can download it directly from our website it comes with a 30 day trial full features during the installation you will be required to add the SolarWinds and ServiceNow integration as part of the install once that is completed and you put the trial license on your product this is how you set up the integration couple of minutes the first thing you want to do is go to

the eyeShare studio go to the configuration setting this is where you can actually set up the connection to your ServiceNow and Orion and by either clicking new or right click and selecting new you can select integration that comes with this without solutions you can find ServiceNow over here and the SolarWinds over here it doesn’t matter the SolarWinds npn it works both with the network performance monitor for the SEM solution doesn’t really matter once you select first you are going to start with Orion but it doesn’t really matter if you go with the Orion first or the SolarWinds first inside it will ask you to provide a name that you would like to give to this integration once you’re going to click configuration this is where you actually need to select where is your Orion Server located right now mine is installed on my desktop so that’s why it mentiones here local host of the ports to access the Orion user name and password and test the connection and once the connection has been established you’re done click OK save it and you have one integration ready second integration ServiceNow and you’re going to give it a name again then go back to the configuration will provide internal URL address over here you’re going to provide a username and password and test that connections and if that works fine then you’re good to start you have two integrations ready and you can start working on building the workflow that you like to execute these are some of the workflows that I have on my eyeShare focusing on the SolarWinds demo that we’ve just now seen this is a process that took me like maybe five minutes to create very quick process all the actions that you are seeing here are activities that we witnessed during the demonstration itself so the first action you can see is the service status we started with violating that this is not a false alert you can see that inside this action we are using variables those information are actually being taking in real-time from the alert itself that were intercepting from Orion name of the servic e which is the spooler and the host name which in mine is localhost but for you guys it’s going to be the server name that’s going to come up here automatically when that work is going to be executed so for the best practise it’s always better to use vairables all over your workflow so basically this process starts with and that’s what we do in the demonstration service status we’re checking if the service is up and running just ignore false alerts the result was that it was running we’re using an action called send email just to update admin that hey it was a false alert over here there’s nothing really that needs to be done and then we’re acknowledging the alert inside SolarWinds in our case the service was down and this is why we use the service start action and stared that server this is where we again check the service just to make sure that it’s now back and running based on the results running or any other result we’re creating the ticket inside ServiceNow with the corresponding results of starting the service and then acknowledging the alert back in SolarWinds and together with the ticket number that we’re going to get back when we open the ticket inside ServiceNoow so all these bunch of actions that you are seeing over here they were all dragged from the toolbox that you can find on the left side over here this toolbox comes with five hundred different types and ready actions that you can drag and drop and design the process that you need to put those activities in the right order that you would like them executed same as I did over here you can find here categories handling Active Directory communication databases remote executions files and folders different type of integration Microsoft Exchange VM Ware and so on I’m going to focus right now on the ServiceNow and SolarWinds action that I used in combined with in my workflow over here so a couple of things about this integration starting with the with the ServiceNow so first this integration is a two way integration so not only can you create a ticket but you can also intercept tickets common scenario is as Guy mentioned someone would like to put a couple of servers under maintenance mode you can open a ticket in ServiceNow with the name of their servers or group of servers under that ticket eyeShare intercept that ticket communicate back to SolarWinds put those servers under maintenance mode and reduce a lot of alerts so that is an example of a two way

communication that you can do between eyeShare and ServiceNow second it is fully flexible and it has the capability to discovering the different types of phones and fields within your instance so there is no limit for which form you guys can use like the incident change problem or team DB also it can also interact with all kinds of customized forms if you guys are using your own forms inside ServiceNow we can communicate with that and extract information of there’s no special configuration required and also the discovery of the different type of forms in the field is done automatically so for instance I’ve used the S and create records over here to create the ticket as part of my demonstration when I open it first thing it gives me is the list of all the forms that is discovered from my ServiceNow I can take the form I would like to use like the change CMDB incident or whatever obviously I used incident in my case and then by clicking on the optional properties it’s going to review all the different type of field that exist in your in your incident for inside your instance you can pick the field you would like to use when you ticket this is where you can actually do the mapping of the information of what comes from SolarWinds and what do you want to put as part of the ticket that you are creating inside ServiceNow you can access all the variables and all the different types of information by clicking over here on this variable action and selecting Orion integration inside you are going to find all the lists of different types of information these are the field names of the information that we’re getting for every alert that we are intercepting from any any of those fields over here and place them as part of the ticket that you’re opening inside ServiceNow a few sentences about the SolarWinds integration so again this is also a two-way integration and as you’ve seen not only can we intercept an alert coming from SolarWinds we can actually react back like acknowledging an alert this is what I’ve done over here where I’m getting the alert ID using the alert ID I am getting the name of the person in my case eyeShare and then whatever notes I would like to add to the alert itself I’m gonna put it over here and there are a couple of actions that you can find over here starting from acknowledging alerts to getting information about existing alerts information about existing notes but here’s where you can also find the managed and unmanaged notes that you can use in order to automate putting servers into maintenance mode now let’s assume they would like to a modified this workflow and for instance let’s say you guys want to get a text message if the service failed to restart after eyeShare tried to do that for you with all the communications you can take the necessary action and just drag it to the failure branch send a text we are just going to place it over here under the failure branch this is the failure branch after eyeShare tried to start the service it failed it rechecked it returns back that it fails and now it will proceed from this branch I’ve just dragged and dropped the send SMS I’m going to open it I can pick the user that I would like to send a text message to you can either select a specific users to active directory users to a group of people but you can also type the phone number of the person you would like to communicate with either way you can customize the message and put any message you want also combined with information coming from the alert itself if you wanna combined with a ticket number just drag it anf put it after creating the ticket extract the ticket number from this action and put it as part of the text message that you’re sending you can send a message to a person saying hey the restart failed this is the ticket number please proceed by yourself this is how easily you guys can modify these workflows very quickly once your workflow is ready and saved ou are left with only one more step that you need to do in order to complete this stuff so the first step was installing the software the second step was continuing the module the SolarWinds and the ServiceNow then you are gonna build your own workflows based on your policy and whatever action you guys want to take and the last part is basically connecting between the alert you are getting from Orion to the workflow that you would like to executed so the actions that can be located over here this is the place where you can set up all the different type of rules this is a very powerful rule engine that allows you guys to set up all kinds of different conditions to specific events you’re getting from outside the software again it doesn’t have to be an alert from Orion it can be also a ticket from a ticketing system this is where you’re going to set up hey I’m getting

an alert from Orion then this is the workflow I would like to execute so this is the rule base this is the last once that step is completed in my case I’ve just set it up to take anything that comes from Orion just go ahead and run this SolarWinds demo workflow this how easy and this where we’re saying hey this doesn’t take more than five to ten minutes to build into all those integrations and make them work very fast to summarize eyeShare is easy to use and codeless and very a powerful solution that can help you guys to orchestrate your alerts not only to document it in ServiceNow that’s the easy part but do much more like validation you want to validate that this is a real alert not a false alert you maybe want to add some troubleshooting at some point the information that you would like to collect and maybe putting that as part of the ticket finding the root cause if the possible communicate with people the ticket mention all the communication parts that you can combine within those workflows like not only send a text message to someone but actually get his confirmation maybe you need his approval before restarting something can also combine that this part of the process and eventually immediate problem everyone I hope you have enjoyed today’s presentation Guy let’s give it back to you and lets stay on your screen Yaron thank you for the excellent demo we have a lot of really good question that came in and you may want to use your screen to demonstrate the answers so let’s just go ahead and I diveright into it into it the first question do you have to have the event management module in ServiceNow no first of all you don’t even have to have ServiceNow maybe you have a different ticketing system you can use the JIRA the BMC Remedy HP Service Manager and there you are using ServiceNow it’s flexible you can use any type of form even if you don’t have the incident form event change manger or whatever event management over there but you use some other forms you create you can you can communicate with those as well okay next question when integrating SolarWinds with ServiceNow do I need a SolarWinds license for each ServiceNow user no you don’t need okay so the integration that we’re doing with the SolarWinds is what is called a data base direct intergration meaning that we’re looking at the SolarWinds data base in and pulling the information from there it is enough that we are going to have the user access the database and that’s it you don’t need any it down’t matter how many users you have in ServiceNow or whatever okay next question can the tool also alert on certificates that are close to their expiration date and create a ticketokay can yoou say tthat again I’m not sure I understood the questions can eyeShare also process alerts on certificates that are close to their expiration date and ticket i think that’s what the as long as long as there is something that is going to notify eyeShare going to trigger such events some monitoring system that actually looks at those certificates and knows how to tell hey this certificate is going to expire in five days and it can post that alert into eyeShare then yes we can take it from there and create a ticket for that as well next question can you use this integration to keep your CMDB updated yes I’m actually right now in such a project with a client where in their scenario their actually required to update the SolarWinds asset management every time there is a change and they would like that that information is being interested in the asset management inside SolarWinds will be replicated or will be updated with in ServiceNow yes you can okay this is a duplicate do I need a SolarWinds license for every ServiceNow user so we’ve been through that this one is a question for me what is the cost of using eyeShare at the end of the demo at the end of this webinar I am going to place my email address on the screen it depends on a number of factors in your environment so if you contact me directly I’ll be happy to walk through the pricing with you ok a lot of great questions does this integrate with event management in ServiceNow also or just incident with any type of form inside your ServiceNow instance any type what version of eyeShare work on what version of SolarWinds does eyeShare work on I think the latest one is six point two

for the certification and elevn point something I don’t recall eleven point something for the SolarWinds so we are working with the latest version in the one version before that people okay next question can you integrate with multiple SolarWinds servers yes we’re when I show you the model that you can configure over here and it is also a license matter if you have the right license for eyeShare then you can create additional SolarWinds modules that each one of them looks at a different system lots of great question keep them coming can you share workflows across integrations and well I think you just demonstrated a workflow that crossed integration for SolarWinds as well as ServiceNow so if the question is how many different platforms or anything but you can incorporate into a single workflow then there is no limitation you can combine as many or s couple of different types of integration or even other couple of SolarWinds servers that you would like to integrate or communicate with in one workflow there’s no limitation over there and by the way our last webinar we did was kind of VMware specific but it talked about how to onboard an employee with automation and that involved touching Active Directory to create an ID touching VMware to provision a VM going to SAP and granting permissions and on and on and on so all those platforms that you need to touch when your onboarding your employee or offboarding someone can all be encapsulated in workflow next question can you add multiple numbers to send the message to can you add multiple numbers I think when you notify somebody that’s the equivalent of sending to a group or two maybe multiple people at the same time if it’s notifying multiple people then yes you can do that you can send it to a group of people very easily is enable on our list of integrations yes it’s part of the roadmap but if there is some projects going on right now with one of your customers we’ll be happy to take a look at it and maybe we can you know make an integration be ready faster what is the average number of workflows for a large company I’ve already seen customers with over 600 workflows in one system but what would you say the average among large companies I think between 300 and 400 which is just a reflection of fact that there’s a lot of manual procedures out there that can easily be out of here with a tool like eyeShare what are the communication protocols used so in order to communicate with remote servers you build their windowsand WMI and winRM those are standard and for linux unix or network equipment anything that supports Secure Shell we will be able to communicate with those devices extract whatever information we need execute whatever command we need does it work with ICIMS to ServiceNow for on boarding / offboarding users I’m not Familiar with the ICM but the common processes that I am seeing for on boarding through ServiceNow and eyeShare is that there is a form that HR for instance department can use to fill out the information about the new employee eyeShare can intercept that ticket extract the information about the new onboarding person and then you know create a ticket VM wantever needed for the person to the person who submitted that question if you could please provide a little more information about what iCIMS is we can revisit that question and dive bit deeper next question how can we manage duplicate alerts from a server can we enable deduplication to avoid multiple alerts / tickets yeah so it’s a good point by default eyeShare is capable of aggregating alerts coming from your morning system that means that for instance let’s say you have a disk space issue you’re going to get an alert about a seventy percent down disk space and eyeShare is going to trigger a workflow to handle such a problem and you all know that SolarWinds may send another update like in a couple of minutes after saying hey its not anymore 70% it’s like 80% so by default eyeShare

knows how to aggregate such an alert and just add it to the main alert that is already executing and there is only going to be one workflow the first workflow in order to help you guys to remediate the problems the rest are going to be aggregated and that’s the configuration you can modify that if you wish there was a second part in that question which was also do you add in MIBs we support the SNMP traps both from intercepting we have a listener that can intercept SNMP traps you can load it with meep files if you need to another and all the translation of all the information is done automatically within eyeShare and you’ll have a category if you want to trigger some SNMP traps as well as part of the process as you’re building it you can find it over here as well ok this is kind of a rewording of a previous question is there a minimum version of SolarWinds required so I’m not sure what was the one before right now I think it was 6.1 think that’s the minimum and ten-point something for the performance monitor how does eyeShare know that an alert is a false positive ok so based on that the workflow that you’re building this is what I’ve also to demonstrate over here we all know that in reality once a person gets from a monitoring system he doesn’t just go and run script and and try to do the troubleshooting in order to figure out the problem the first thing he wants to validate is hey is the website really down he will try to log into the website just make sure this is exactly what he’s supposed to do and that’s the best practice that you are supposed to do when you’re building your processes in my case where I look at the service the spooler service so I started with a service status check which actually goes and checks if that service is really down or not just to reduce you know false alerts can come from the creation of the network and reasons like the SolarWinds is too overloaded and things like that you don’t want to process the ticket and definitely don’t want to restart anything if that is a false alert the best practice will always be drag the relative action that’s gonna help you to make sure that you’re going to do the second check hey let’s make sure this is really down before processing anything else ok next questions can this product parse and redirect notifications and/or events from ZABDIX in Solaris 10 / 11 over SSH sounds too complex but in general any system that is capable of sending out events and there are a couple of ways to send events into eyeSharer it can be an SNLP trap it can be a sys log it can be a CLI that we have that you can use to guide your HPC quicklogs windows with whatever environment and call and send information to eyeShare we have a web service that we can help you guys invoke the alerts the ticket email text messages that are all available methods that you can use to send information into eyeShare one of the capability here is something that is called over here this is a place where you can actually set up a short scripted is gonna help you guys to once you intercept something that eyeShare is not familiar with thhis is where you can actually set up a small script that can help you guys to extract whatever information from that event that you’re getting and then translated into eyeShare known variables that you can use within a workflow later on another part of that person’s question was can we integrate with Oracle Enterprise Manager operation center yeah again any system that is capable of sending out events we will be able to intercept those events in any system that supports an exposing API web services that we can use we can integrate with that and invoke whatever method we think that is next one is there any way to edit multiple workflows once per se when you have a specific task that multiple workflows share in other words kind of like a subroutine I think of what this person is thinking and yes there are two ways first of all you can create subroutines which are small workflows and then by using the roadwork the only here you can access those were closed on this

part of the workflow that you would like to execute and whatever information that was gathered from mother workflow all that information can be sent to the child workflow and backwards if you need to so that’s one option the second is let’s say you have a type of you know part of the workflow thaht you need to use in a couple of workflows so that’s why we have the workflow snip-its over here which you basically can you know take it drag it once you do that snip it drag it over here and you can see that you dragged an entire part of the process over here that you can copy and used in any workflow that you need to ok next question what comes out of the box configured do you want to go ahead and take that one and I’ll add whatever other things that are a part of the general proposals ok so from a workflow perspective this solution comes with over 120 types of created templates those are basically ready workflows that we’ve gathered from our current clients things that they’ve built they’ve design they’re running in their production environment and they’re willing to share those workflows with us by the way all the workflows that you are seeing here can be exported as an XML file and imported to other systems so let’s say you have a desk system or whatever you’re going to build over there it will be very easy for you to export that this is how we gathered those workflows so there’s a lot of samples over here that come with the product things that will let you guys know run and get a value on the first day that you are using this solution do you want to add anything yeah so beyond the 500 activities and a hundred and twenty workflow templates there is also the central event dashboard the workflow scheduler the workflow designer the executor modules that actually perform activities on the target device all the protocol support all the shell and scripting support the SMS modules the email modules and then a typical license will include one immigration out of the box as well oh and we didn’t even talk about the fact that eyeShare also includes a self-service portal so that you can create a little interface for users to trigger workflows for things like onboarding a new employee for example all that’s included out of the box next question do I really need a separate ITSM tool if I already have eyeShare and decide to Management my ITSM through eyeShare studio and UIM so the question is does he really need an ITSM solution for that if you already have eyeShare we don’t look at eyeShare as an ITSM solution if that’s what he means eyeShare is more of that virtual operator that person that sits between the monitoring system and ITSM solution you don’t have to you have a monitoring or a ticketing system to use eyeShare I have a lot of customer that they don’t have those tools and still are using eyeShare for their day-to-day repetitive tasks I’m not sure what to answer you over here if you don’t have an ITSM and you feel that you can use eyeShare and the eyeShare dashboard as a kind of ITSM solution then go ahead yeah I think we’re not a replacement for ServiceNow or remedy we work with them to make them better we’re not an ITSM tool we’re an automation tool that integrates with an ITSM platform and looks like this is the last question unless anybody sends any other ones does this tool come with basic workflows for SolarWinds out of the box so out of the box doesn’t come with any SolarWinds workflows but if you would like us to our send in a couple workflows that we’re seeing out there I’ll be happy to share that with him again those are XML I can very easily import that to his local eyeShare and use them okay that is the last of the questions I’m gonna go ahead and take back control for a moment and hopefully everyone can see my screen so I want to thank everyone for attending our webinar today as a next I strongly encourage you to visit our website and download your own free 30 day trial copy of eyeShares it’s available from the download menu on and it’s the full-featured version of eyeShare that has all the functionality we’ve demonstrate for you today and when you fill out the form for the download be sure to check off the integration packs you’d like to test it with for example SolarWinds and ServiceNow and if you need any technical assistance with eyeShare while you’re testing it out we provide that assistance free of charge during the evaluation period so the

software and the tech support are free during the trial period which makes this is ZERO risk offer so do not delay start integrating SolarWinds with ServiceNow today and that concludes our webinar everyone thank you all again for attending if you think of anything else you would like to ask my email address is very easy to remember as is our website both of which are on your screen right now and have a great rest of the day and we look forward to seeing our next webinar and Noy if you could please keep that screen up for a few minutes so everybody can can see it that would be great thanks everyone