TDD: ServiceNow Device Management

Introduction 

HP Workforce Experience Platform (WXP) Device Management application allows end-to-end integration between HP Workforce Experience and ServiceNow Configuration Management Database (CMDB). This technical design document presents a detailed description of the application's architecture, data flow, user interface, and configuration requirements. It is designed to be used by system administrators, IT operations professionals, and asset managers who would be deploying, operating, and maintaining the integration for increased visibility of devices, enriching the CI data, and automating incident management in real-time using telemetry and update capabilities.

This TDD covers the following topics:

• Key Features and Use Cases

• Application Architecture

• Data Model

• User Interface and Installation Guide

• Deployment and Implementation

• Maintenance and Support

• Appendix

Purpose and Scope of the Document

This document describes the technical design for integrating HP Workforce Experience with ServiceNow's Configuration Management application. It details the features, architecture, data flow, user interface, and crucial components of the integration, ensuring consistency with ServiceNow’s best practices.

For installation instructions, a supporting user guide documentation provides comprehensive information on how to install and configure the HP WXP Device Management application.

Overview of the Application

The integration of HP Workforce Experience with ServiceNow’s Configuration Management provides the capability to import ServiceNow CMDB CIs (cmdb_ci_computer) based on HP Workforce Experience Platform data for a specific tenant. The integration enables ongoing CI data enrichment through a pre-defined field mapping, as well on-demand access to telemetry data such as battery status, hardware health, blue screen errors, warranty information, etc. that improves overall incident handling.

Target Audience

This technical design document is aimed at system and application administrators tasked with implementing and managing the HP Workforce Experience integration with ServiceNow’s Configuration Management application. It is also intended for IT operations teams, support engineers, and CMDB and asset managers.

2. Key Features and Use Cases

This integration features a ServiceNow Configuration Wizard designed to streamline the setup and deployment. With its guided, step-by-step interface, the wizard facilitates configuring the connection between HP Workforce Experience and ServiceNow’s Configuration Management application. Notable features of the wizard include:

• Authentication using Fastn.AI

• Selection of tenants

• Import of CI records (computers)

• Pre-defined field mapping between HP Workforce Experience and ServiceNow cmdb_ci_computer table

• Ongoing updates of HP Workforce Experience data to CI record

• On-demand telemetry data (hardware health, blue screen errors, battery status, warranty information, etc.)

The use case diagram below provides a visual representation of the integration from the perspectives of different personas, such as HP and ServiceNow.

3. Application Architecture

The Application Architecture section contains the high-level architecture diagram, application scope information, data flow diagrams, and any integrations with other systems/applications. These designs reflect how components of the application interact and how data flows. 

4. Data Model

The Data Model section contains an entity-relationship diagram (ERD), table definitions with field names, types and relationships, and also access control requirements.  

4.1 Data Model Narrative

4.2 Table Name - HP Workforce Experience Device Import Set

set(x_hpws_wrkfrcexpdm_hp_workforce_experience_device_import_set)

Access Control Requirements

List of ACLs for reference:

5. User Interface and Installation Guide

The user interface design section references wireframes/screenshots of application UI elements and navigation paths showing common user paths and design.  

• See User Installation Guide   

6. Business Logic and Workflow

The business logic and workflow section contains a process flow, transform maps, script includes, record producers, catalog client scripts, catalog UI policies, UI pages, notifications, system properties, images, UI actions and other sections.

6.1 HP Workforce → Import set table → Computer Record

Import Set Table: Data from HP Workforce Experience will be inserted in the import set staging table. 

6.2 Process Flow

HP WXP Device Management

Computer Record

Import Set Staging Table

Scheduled Job

6.3 Import Set Web Services

List of Import Set Web Services for reference:

6.4 Transform Maps

The table below shows the transform map list created for mapping the staging table to target table:

Note: Ensure that the foundation data in ServiceNow (company and location records) is aligned with the company, manufacturer and location values in HP Workforce Experience Platform to avoid mismatch.

In case of no match found or mismatch between the company and location names, the fields: company, manufacture and location on the computer table (cmdb_ci_computer) will remain empty after the sync as the choice action on those fields is set to ‘ignore’.

6.5 Script Includes

List of Script Includes for reference:

6.6 Scheduled Script Executions

List of Scheduled Script for reference:

6.7 Record Producers

List of Record Producers for reference:

6.8 Catalog Client Scripts

List of Catalog Client Scripts for reference:

6.9 Catalog UI Policies

List of Catalog UI Policies for reference:

6.10 UI Pages

List of UI Pages for reference:

Note : Created UI Pages to use their endpoints in Guided Setup in order to avoid using Sys ID in redirection URL.

6.11 Notifications

List of notifications for reference:

6.12 Event Registry

List of Event Registry for reference:

6.13 Notification Email Script

Notification Email Script for reference:

6.14 System Properties

List of System Properties for reference: 

6.15 Outbound Integrations [REST Message]

List of REST Messages for reference: 

6.16 REST Message – HTTP Methods

List of HTTP Methods for reference: 

6.17 Modules

List of Modules for reference:

6.18 Images

List of Images for reference:

6.19 UI Actions

List of UI Actions for reference:

Note: These UI Actions are visible as related links on cmdb_ci_computer record.

6.20 Business Rules

List of Business Rules for reference:

7. Deployment and Implementation

The deployment and implementation section details the deployment process, application dependencies, installation steps, demo data, environment setup, and rollback plan.  

7.1 Deployment Process

1. Access the HP Workforce Experience Platform Device Management application listing on the ServiceNow App Store and purchase.  

2. Ensure all application dependencies have been addressed (see application dependencies below). 

3. Conduct installation of the application (see installation steps below).  

4. The deployment process must be conducted for each environment. 

7.2 Application Dependencies

The application requires the following dependency:

1. CMDB plugin: com.snc.cmdb

7.3 Installation Steps

In order to install the HP Workforce Experience Platform Device Management application follow the below listed steps (Install a ServiceNow Store Application): 

1. Navigate to All > System Applications > All Available Applications > All  

2. Search for “HP Workforce Experience Platform Device Management”  

3. Click the “Install” button to begin installation of the application 

4. Once the install is finished, click the “Close” button 

7.4 Demo Data

Demo data is not required for the installation of the HP Workforce Experience Platform Device Management application. 

The HP Workforce Experience platform is best utilized in ServiceNow with multiple environments: a production instance and a UAT instance.  

• Production Instance – The environment where the majority of customers (application users) will access the scoped application. 

• UAT Instance – The environment where publications should first be deployed to. 

7.6 Rollback Plan

In order to rollback the HP Workforce Experience Platform Device Management application from the ServiceNow App Store follow the below steps (Rollback a ServiceNow Store Application): 

1. Go to System Applications > My Company Applications 

2. Search for and click the HP Workforce Experience Platform Device Management application.  

3. In the record, select the Rollback related link 

4. Navigate back to System Applications > My Company Applications and verify.

8. Maintenance and Support

The maintenance and support section outlines support procedures for the HP Workforce Experience Platform Device Management application, SLA definition information, and the contact method/details. Also, the version control strategy are listed.  

8.1 Application Updates

If the application requires an update the below steps can be utilized  (Install an Update to a ServiceNow Store Application): 

• Navigate to System Applications > All Available Applications > All 

• Here, find the application using filters or the search bar 

• If an update is available, select the version 

• Click ‘Update’ 

8.2 Support Procedures

Customers should start with their Service Desk/Support team to report any issues and to determine if the HP Workforce Experience support team is required for further assistance. In the event customers are instructed to contact HP Workforce Experience for technical support, the hours/days of operation, and contact method/details are provided below. 

• Support Hours of Operation: 8am - 5pm EST

• Support Days of Operation: Monday - Friday (exception US Holidays)  

• Contact Method: HP Workforce Experience Platform: Support

  1. Click Help and Support

  2. Click Request under the Email section

8.3 Version Control Strategy

Application Admins are responsible for determining which version is best. Managing the version of the HP Workforce Experience Platform Device Management application can be accomplished via these steps (Install Version ServiceNow Store Application). 

1. Navigate to System Applications > All Available Applications > All 

2. Find the HP Workforce Experience Platform Device Management application using filters or search bar. 

3. If a new version is available, select the new version. 

4. Click ‘Update’. 

9. Appendix

The appendix section contains the glossary of terms and references throughout the document. In addition, the appendix holds links to documentation for managing a ServiceNow Store application, links to required plugins, and a link to the HP Workforce Experience platform. 

9.1 Glossary of Terms

The terms listed below have a provided definition and are present throughout the document. 

• Application Admin: User with elevated privileges and permissions similar to that of admin, but specifically for the scoped application. The application admin role contains permissions beyond that of the admin within the scoped app. Can access all modules of the scoped app by default. 

• Application User: User with mostly viewing privileges and permissions similar to that of itil user, but specifically for the scoped application. Can only access specific modules of the scoped application by default. 

• HP Workforce Experience Platform Device Management: long name of the application.

• HP WXP Device Management: short name of the application. 

• wrkfrc_exp: abbreviated short name of the application used in back-end items.

• Fastn.ai: ai powered API orchestration platform for which the HP Workforce Experience application connects Proactive Insights data to ServiceNow. 

9.2 Related Resources

1. ServiceNow Certification Self-Test Tool

2. Install a ServiceNow Store Application 

3. Rollback a ServiceNow Store Application 

4. Install an Update/New Version to a ServiceNow Store Application 

5. HP Workforce Experience Platform 

6. HP Knowledge Base             

Contact Us

For any assistance, create a support case or email [email protected].