Service Graph Connector for TeamViewer DEX

Service Graph Connector (SGC) for TeamViewer DEX is an integration between ServiceNow and TeamViewer DEX Platform. This application allows the authorized user to view and learn the performance and behavior of the end user devices available in an enterprise. It integrates ServiceNow's Configuration Management Database (CMDB), Software Asset Management (SAM) module and Platform.

Introduction

SGC for TeamViewer DEX is designed to resolve the challenges faced by most of the organizations, where CMDB implementations have failed due to the following reasons:

  • Multiple inputs

  • A large amount of data and limited available information

  • Stale and duplicate data

  • In many cases, maintenance is an afterthought

To resolve these challenges, we have designed a configuration management system that retrieves the minimum data to populate standard ServiceNow CMDB tables. This structure allows customers to retrieve end user device information in real-time, resulting in effective change management, incident management and remediation.

Some of the fundamentals of SGC for TeamViewer DEX:

  • Compatibility with ServiceNow's Asset Management module. It populates Asset, Manufacturer, Model ID and Model Category details available in cmbd_model_category table.

  • Accommodation of ServiceNow's Common Service Data Model (CSDM) standard, ensuring that data is mapped correctly to the appropriate tables.

  • The Robust Transformation Engine (RTE) normalizing data using Extract, Transform and Load capabilities to transfer CI attributes from the connector into CMDB.

  • Utilizing ServiceNow's Identification and Reconciliation Engine (IRE) to follow Identification rules, Reconciliation rules and IRE data sources rules before inserting the data into CMDB tables. IRE prevents duplication of data by uniquely identifying CIs and reconciles CI attributes by allowing only authoritative data sources to update CMDB.

Before you start using SGC for TeamViewer DEX, ensure the following settings have been made:

  1. CMDB Connect tab is configured to display the real-time status of the end user devices. Refer to Post-installation tasks.

  2. Related Lists are configured to retrieve the instantaneous information of the devices on push of a button.

  3. SG-1ETachyon is added to the Discovery Source.

Configuring SGC for TeamViewer DEX

SGC for TeamViewer DEX can be easily installed from the ServiceNow App store along with an additional plugin Service Graph Connector Dependencies. Refer to Installation guide .

Once installed, the administrator configures the SGC for TeamViewer DEX app by setting the parameters on the TeamViewer DEX Settings page. This user must have a minimum of Full Administrator permission in Platform to run all the associated instructions used by SGC for TeamViewer DEX. Refer to Post-installation tasks.

The administrator can follow the guided Setup for 1E Platform 9.x to configure credentials, data sources and scheduled imports for the connector. In addition, they must configure the CMDB Connect tab, Related Lists to access the detail and real-time information of end user devices and scheduled jobs to enable the Remove Software feature.

Using SGC for TeamViewer DEX

After installing the application from ServiceNow App store, search for Service Graph Connector for TeamViewer DEX in the application navigator. It equips service desk personnel with real-time information of end user devices. It inspects and investigates end user devices in an enterprise. It also schedules data sync with ServiceNow and allows to view details of triggered instructions.