Integrating Dynatrace with ServiceNow Event Management

[DB1]

Hi

We are integrating Dynatrace with ServiceNow Event Management and need guidance on the recommended mapping strategy.

We receive two types of events:

1. Davis Problems 
2. Custom Events / Anomaly Detector alerts 

What is Dynatrace's recommended approach for:

• Differentiating these event types within ServiceNow?

• Map directly from Severity Dynatrace to Severity ServiceNow? 

• Routing incidents to different assignment groups?
• Avoiding duplicate incidents when a Davis Problem and a Custom Alert are generated for the same root cause?

Is there any standard procedures to mapping to ServieNow?

Thank you

[DB1]

is there any suggestion on the following approaches? Do you think of the following approaches would work and would significantly simplify the integration whilst reducing the number of Dynatrace alerting profiles?

 Route by Dynatrace Event Type

Dynatrace Event Type        ServiceNow Assignment Group

-------------------------------------------------------
 OPEN Problem              Operational Team

OPEN Custom                Relevant Application Support Team

Route by Alerting Profile

For SEV1 and SEV2:

IF Alert Source = SGO-Dynatrace

AND Alerting Profile = Ops_operationalTeams_Critical

THEN Assignment Group = Operational Team

For SEV3 and SEV4

IF Alert Source = SGO-Dynatrace

AND Alerting Profile = Ops_ServiceTeams_Standard

THEN Assignment Group = Application Owner

This approach would allow us to standardise the configuration and maintain only two Dynatrace alerting profiles:

• Ops_OperationalTeams_Critical (SEV1/SEV2)
• Ops_ServiceTeams_Standard (SEV3/SEV4)

This reduces ongoing administration effort and avoids the need to create and maintain multiple alerting profiles for individual services.