ServiceNow

Note: The ServiceNow integration is in beta. 

The ServiceNow integration enables enterprise organizations to improve operational efficiencies by streamlining and automating change management processes. Specifically, it allows you to manage projects, teams and customer interactions by customizing approvals, which helps reduce errors and ensure compliance without slowing your release process. With this integration:

• If your organization manages changes in ServiceNow, when you make required approvals in Split, all approvals are forwarded to ServiceNow so that change requests are recorded and approved in one place.
• If you’re an approver, you can manage your approvals.
• If you’re an engineer, any change you make is quickly recorded and approved. This integration also lets you know when your changes are approved.

Supported version

The following is the supported ServiceNow version:

• Service Now ITSM Pro product/plan
• Platform version: Rome / SanDiego / Tokyo versions
• DevOps plugin: 1.35.1

Setting up in Split

To start connecting this integration to the Split application, you need to generate and copy a Split token so you can paste it into ServiceNow integration. To do so, do the following:

1. From the left navigation, click the top and select Admin settings.
2. Click Integrations.
3. Locate the ServiceNow selection, and click Add. The Connect to ServiceNow DevOps page appears.
4. Enter a user friendly name for the integration.
5. Click Save. The Split token is created once you save the settings page.
6. Copy your Split token. You need the token to configure your Split extension in ServiceNow integration.

Note: This field is not editable.

From here, you can now either configure your environment within Split for ServiceNow approvals or go to ServiceNow to finish your integration.

Configure your Split environment for ServiceNow approval

This section describes how you can configure your environment so approvals only occur on the ServiceNow side. To configure your environment, do the following:

1. Select Workspaces, then the desired workspace.
2. Within the selected workspace, click View. The environments associated with this workspace display.
3. Within the Environments tab, click Edit on the desired environment (e.g. Prod-client). The Edit environment page appears.
4. In the Change permissions section, select Require approval for changes, then select Restrict who can approve.
5. On the Approvers menu list, in the first field, select Integration and in the second field, select ServiceNow, ServiceNow DevOps.
6. Click the Save button. This takes you back to the selected workspace page. Now when you make a change to a feature flag or segment in the Split application, the approver is automatically set to the ServiceNow integration. View this in the Change summary page under the Approvers field.

Setting up in ServiceNow DevOps

After setting up the Split application, you can set up the integration in ServiceNow DevOps by doing the following:

Note: When you create a tool, it can take up to a minute.

1. In the ServiceNow application, to access the navigation, select All in the top left of the page.
2. Search for tools and select Create New. The Create DevOps tool page appears.
3. In the tool page, enter the following:
   
   
   • In the Tool name field, enter a human recognizable name (e.g., splitdemotool).
   • In the Tool integration field, enter Split IO and select the provided option.
   • In the Tool URL field, enter https://api.split.io.
   • In the Tool username field, optionally enter any username you want.
   • In the Tool password/Access token field, paste the Split token you generated when you set up ServiceNow in the Split application.
4. Click the Submit button. A new DevOps tool is created in the ServiceNow application. From here, refer to the Connection status field to see if the tool is connected to Split.

Configuring a webhook for the ServiceNow tool

Once you connect to the Split application, you need to configure your new tool to receive notifications from Split when you or others make changes to segments and feature flags. To configure a webhook, do the following:

1. From the left navigation, select Feature flag tools. The DevOps tools page appears with the extension you created.
2. From this page, select the Split tool and click the Configure button. The message Webhook is configured successfully appears at the top of the screen.
3. To get your data from the Split application to display on the ServiceNow view, click the Discover button. This populates the workspaces, environments, feature flags (if any), and segments (if any) on the DevOps tool page.

Adding an approval group in ServiceNow

After configuring your ServiceNow tool, you can optionally preconfigure an environment to assign change requests to a specific Change Approval Group by doing the following:

1. In the left navigation, click All, then under DevOps, select Environment. The Environments page appears.
2. In the Name column, select the desired environment. The Environment page appears.
3. In the Change approval group field, select the desired approval group and click the Update button. The Environment page redisplays with the environment now configured and all Split change requests for a given environment are assigned to the selected approval group.