ServiceNow Inventory

Introduction

Throughout this workshop, you’ve explored various modules from the servicenow.itsm collection for automating incident management processes. While the examples demonstrated basic automation scenarios, these modules are highly flexible and can be adapted to numerous production use cases within ITSM.

Beyond ITSM Modules

The servicenow.itsm collection provides more than just ITSM task automation. One of its most powerful features is the dynamic inventory plugin that allows you to query endpoints directly from the ServiceNow CMDB.

Dynamic Inventory Benefits

Using ServiceNow as an Ansible inventory source provides:

  • Single Source of Truth: Eliminate duplicate inventory management

  • Real-time Data: Inventory updates automatically as CMDB changes

  • Rich Metadata: Leverage all CMDB attributes for targeting and grouping

  • Compliance: Ensure automation only targets authorized systems

  • Integration: Seamless connection between ITSM and automation workflows

Inventory Architecture

The ServiceNow inventory plugin:

  1. Queries CMDB: Retrieves configuration items based on filters

  2. Transforms Data: Converts CI data into Ansible inventory format

  3. Creates Groups: Organizes hosts by attributes (OS, manufacturer, location)

  4. Provides Variables: Makes CMDB fields available as host variables

  5. Updates Dynamically: Refreshes inventory data on demand

Current State

A new ServiceNow inventory has been pre-configured in Automation Controller, but it hasn’t synchronized with the CMDB yet. You’ll explore this inventory and trigger its first synchronization.

Review Inventories

Examine the current state of inventories in Automation Controller and understand the ServiceNow integration architecture.

Current Host Inventory

Example 1. Procedure: Check existing hosts

  1. Open the Automation Controller tab

  2. Navigate to Hosts in the left navigation pane

  3. Observe the current host list

Expected Observation

The host list appears empty or contains only the lab infrastructure hosts. This is expected because:

  • The ServiceNow inventory hasn’t been synchronized yet

  • The integration works API-to-API, not through individual host connections

  • Hosts will appear after ServiceNow CMDB synchronization

Understanding the Integration

The Ansible-ServiceNow integration architecture:

  • API Integration: Direct communication between Automation Controller and ServiceNow APIs

  • No Agent Required: Target systems don’t need Ansible agents or SSH access

  • CMDB as Source: ServiceNow CMDB serves as the authoritative inventory source

  • Dynamic Updates: Inventory refreshes based on current CMDB state

Sync ServiceNow Inventory

Trigger the ServiceNow inventory synchronization to populate Automation Controller with CMDB data.

Inventory Synchronization Process

Example 2. Procedure: Initiate inventory sync

  1. In Automation Controller, navigate to Inventories in the left navigation

  2. Locate and click on the ServiceNow inventory

  3. Select the Sources tab within the inventory details

  4. Click the Sync button (🔄) to initiate synchronization

What Happens During Sync

The synchronization process triggers multiple operations:

  1. API Query: Automation Controller queries ServiceNow CMDB using configured filters

  2. Data Retrieval: ServiceNow returns configuration items matching the criteria

  3. Data Processing: Raw CMDB data is transformed into Ansible inventory format

  4. Group Creation: Hosts are organized into groups based on attributes

  5. Variable Assignment: CMDB fields become available as host variables

Monitoring Sync Progress

Example 3. Procedure: Track synchronization jobs

  1. Navigate to Jobs in the left navigation pane

  2. Look for inventory sync jobs that were triggered

  3. Monitor job progress and status

  4. Review job output for any errors or warnings

The sync process may take a few minutes depending on:

  • Number of configuration items in the CMDB

  • Complexity of the inventory query

  • Network latency between systems

  • ServiceNow instance performance

Inspect Results

Examine the synchronized inventory data and understand how ServiceNow CMDB information appears in Automation Controller.

Verify Host Population

Example 4. Procedure: Check synchronized hosts

  1. Once the sync jobs complete, navigate to Hosts in the left navigation

  2. Observe the hosts that have been pulled from the ServiceNow CMDB

  3. Note the host names, groups, and associated metadata

Example 5. Procedure: Explore inventory details

  1. Go to Inventories → ServiceNow inventory → Hosts

  2. Review the imported hosts and their properties

  3. Examine the group memberships and organization

  4. Click on individual hosts to see their variables and metadata

Understanding Inventory Configuration

The ServiceNow inventory uses a specific configuration that demonstrates flexible querying:

# Group hosts automatically, according to values of manufacturer and os columns.
# Include only records with the specified operating systems.
# Groups will most likely overlap.
plugin: servicenow.itsm.now
group_by:
  manufacturer:
  os:
    includes:
      - Linux Red Hat
      - Windows XP

Configuration Breakdown

  • Plugin: Uses servicenow.itsm.now for CMDB integration

  • Filtering: Only includes specified operating systems (Linux Red Hat, Windows XP)

  • Grouping: Creates groups based on manufacturer and operating system

  • Overlapping Groups: Hosts may belong to multiple groups simultaneously

Expected Groups

The inventory configuration should create groups such as:

  • By Operating System: os_linux_red_hat, os_windows_xp

  • By Manufacturer: Groups based on hardware manufacturers

  • Combined Criteria: Intersection of OS and manufacturer attributes

Host Variables

Each host imported from ServiceNow includes variables derived from CMDB fields:

  • System specifications (CPU, memory, disk)

  • Network configuration (IP addresses, MAC addresses)

  • Software inventory (installed applications, patch levels)

  • Administrative data (asset tags, locations, owners)

Inventory Use Cases

This dynamic inventory enables powerful automation scenarios:

Targeted Automation

  • OS-Specific Tasks: Run playbooks only on specific operating systems

  • Hardware-Based Operations: Target actions based on manufacturer or model

  • Location-Aware Automation: Execute tasks based on physical or logical location

  • Role-Based Targeting: Use business application assignments for targeting

Integration Benefits

  • Compliance: Ensure automation only affects authorized systems

  • Accuracy: Inventory always reflects current CMDB state

  • Efficiency: Eliminate manual inventory maintenance

  • Auditability: Maintain clear relationship between ITSM and automation

Advanced Configuration Options

The ServiceNow inventory plugin supports numerous configuration options:

  • Custom Queries: Filter CIs using any CMDB field

  • Field Mapping: Map ServiceNow fields to Ansible variables

  • Group Creation: Define complex grouping strategies

  • Caching: Control inventory refresh frequency

  • Authentication: Various ServiceNow authentication methods

Workshop Completion

🎉 Congratulations! 🎉

You have successfully completed the ServiceNow Automation with Ansible workshop! Throughout this journey, you’ve learned to:

  1. ✓ Create and manage ServiceNow incidents through automation

  2. ✓ Implement automated problem management workflows

  3. ✓ Automate change request creation and tracking

  4. ✓ Query and update ServiceNow CMDB configuration items

  5. ✓ Perform automated record cleanup and maintenance

  6. ✓ Use ServiceNow CMDB as a dynamic Ansible inventory source

Key Takeaways

  • Integration Power: Ansible and ServiceNow provide seamless ITSM automation

  • Workflow Automation: Complex ITIL processes can be fully automated

  • Data Synchronization: Maintain consistency between systems automatically

  • Operational Efficiency: Reduce manual tasks and improve accuracy

  • Scalability: Automation scales to handle enterprise-level operations

Next Steps

To continue your ServiceNow automation journey:

  • Explore additional modules in the servicenow.itsm collection

  • Implement custom workflows for your organization’s needs

  • Integrate ServiceNow automation with monitoring and alerting systems

  • Develop custom inventory configurations for your environment

  • Create reusable automation patterns and best practices

Troubleshooting

If you have encountered an issue or have noticed something not quite right, please open an issue on GitHub.