Integration Scenarios

The standard integration scenario is to combine AC and a third party IT Service Management product, and possibly a Test Automation product to create a fully integrated end-to-end process for managing change. This typically requires both inbound and outbound integration:

1. Change created in third party ITSM system
2. Change approved for development in ITSM system
3. Change interfaced to AC (inbound integration)
4. Change managed through AC for deployment to Test and Pre-Prod with updates sent to ITSM system to reflect progress (outbound integration)
5. Change deployed to production through AC and ITSM system updated (outbound integration)
6. Change verified and closed in ITSM system

The above workflow is possible in the out-of-the-box ActiveControl / ServiceNow integration. In essence the following integration points are possible:

1. (inbound) Creation of the ActiveControl Business Task when the corresponding ServiceNow ticket reaches a certain (configurable) condition
2. (outbound) Updates to the ServiceNow ticket status when the corresponding ActiveControl Business Task reaches certain (configurable) deployment statuses.

One or two of Basis Technologies customers have also achieved the following, via enhancement to the out-of-the-box Integration capabilities:

3. (inbound) Update custom fields on the ActiveControl Business Task, when the corresponding ServiceNow ticket reaches certain condition.