Cloud Services

cFactory Suite: ServiceNow Integration with vRealize Automation

Product Description:

Centralized cloud management platform for managing vRealize Automation with ServiceNow’s well known user interface.

Business Challenge:

Current on-premise cloud solutions consist of multiple instance deployments, do not provide a simple, centralized user interface for provisioning, require a user to log into multiple web interfaces to request services, do not provision across multiple locations easily, are not natively integrated with ITSM ServiceNow and require projects with many developers to build the integration, and can be complicated to troubleshoot service outages where the problem can be spread across 14 to 20 virtual machine instances.

Solution Details:

Centralized ServiceNow Experience

End user is able to login to the common ServiceNow interface and request available services (new, change existing, and decommission existing).

Infrastructure and Location Scalability

End user is able select from multiple vRA instances and determines which instance a new service or blueprint is created, through the ServiceNow interface. Users can request new services, reconfigure, and take action on existing assets from ServiceNow without having to locate the vRA instance for that asset and then log into different vRA instances to manage user assets.


Auto Discovery proactively monitor critical services across a vRA Distributed installs, capturing alerts and automatically triggering Incidents with attached log files. Service outages are reported when they happen instead of waiting for users to report outages.

  • Change CPU
  • Change Memory
  • Add/Remove Disks
  • Add/Remove Custom Properties
  • Add/Remove NIC
  • Power On VM
  • Power Off VM
  • Change Lease of VM
  • Expire VM
  • Install Tools
  • Reboot VM
  • Suspend VM
  • Destroy VM
  • Shutdown VM

Auto Discovery keeps vRA and ServiceNow synchronized to ensure that if something is added to vRA it is reflected in ServiceNow and if something is modified in ServiceNow it is reflected in vRA.


Auto Discovery automatically discovers existing assets in a new vRA instance. Auto Discovery will automatically identify vRA assets and populate ServiceNow with those assets making Catalog Items, BluePrints, Custom Properties, Build Profiles, Network Profiles, and Managed/Owened Machines available in ServiceNow.

Native ITSM Integration
  • Service Request (SR): A new request automatically creates a SR in ServiceNow. Approval routings will occur based on the business rules established in ServiceNow. Once a SR is approved ServiceNow will automatically inform vRA and the requested service will be completed.
  • Change Request (CR): A reconfiguration automatically creates a CR in ServiceNow. Approval routings will occur based on the business rules established in ServiceNow. Once a CR is approved ServiceNow will automatically inform vRA and the requested service will be completed.
  • Incident: Any failure in vRA will automatically create an incident in ServiceNow. The product will automatically parse the server logs in vRA (Distributed install) and automatically attached the latest log entries to the incident to enable the incident owner to more rapidly asses the situation and take the appropriate troubleshooting actions.
  • Change Management Database (CMDB): The Auto Discovery capability constantly identifies changes and automatically records those changes with necessary time/date stamps in the ServiceNow CMDB.

Key Features

  • Request vRA services Items - Request service items in vRealize Automation (vRA) from ServiceNow.
  • Blueprint Management - Create, modify, and delete "clone server" blueprints in vRA from ServiceNow. Admins can manage blueprint attributes including: Name; description; reservation policy; archive; operating cost; provisioning workflow; clone from; min and max CPUs, memory, storage, and lease days; disk volumes including capacity, drive letter, label, storage reservation policy, and custom properties; build profiles, and custom properties.
  • Discovery - Automated centralized discovery of the following existing vRA features. The discovery can be scheduled from one job or manually executed from ServiceNow. ServiceNow will automatically discover items across multiple vRA instances making them available for management in ServiceNow....View more
    • Virtual Machines - Virtual machines are tracked by VM ID, and the following fields are displayed in ServiceNow: Name, Assigned To, Fault Count, Status, Provider ID, Catalog Item, Business Group, Reservation, Description, CPU, RAM, Total Storage, Status, Operational Status, Machine Type, Owned By, and vRA Instance. Virtual machines in ServiceNow also contain these tables of additional information: vRA VM Disks, vRA VM Network Instances, and vRA VM Custom Properties.
    • My Virtual Assets - Virtual machines are visible to the user on the "My Virtual Assets" page, which includes these panes: My vRA Assets, a complete list of the user's virtual machines; My Virtual Resource Metrics, a list telling the user how many open requests, instances, scheduled instances, instance leases ending this month, and resources reporting errors they have; VMs by State; VMs by Type; and My Virtual Asset Requests, which is a complete list of a user's outstanding requests.
    • vRA Catalog Items - vRA catalog items contain the following fields in ServiceNow: Name, Application, Active, Price, Availability, Recurring Price, Catalogs, Recurring Price Frequency, Category, Omit Price in Cart, Workflow, Roles, Icon, Picture, Short Description, Description, Catalog Item Reference ID, Correlation ID, Tenant Reference, Subtenant Reference, Provider Blueprint ID, VM Template, and vRA Instance. Catalog items also contain the following tables: Variables, Variable Sets, Approved By Group, Approved By, Categories, Catalogs, Available For, and Not Available For.
    • Blueprints - Blueprints contain the following fields: Name, Description, ID, vRA Instance, and Tenant. They also contain a table for Alerts.
    • Build profiles - Build profiles contain the following fields: Name, Description, vRA Instance, Mid Server, Href, and ID. They also contain these tables: vRA Build Profile Properties, Alerts.
    • Network profiles - Network profiles contain the following fields: Name, Profile Type, Type, Subnet Mask, Created Date, DNS Search Suffix, Description, DNS Suffix, Is Hidden, Primary WINS Address, Last Modified Date, Secondary DNS Address, Gateway Address, Secondary WINS Address, Primary DNS Address, and Network Profile ID. They also contain a table for vRA Defined Ranges to determine the IP range associated with the profile.
    • Templates - Templates contain the following fields: Name, Asset Tag, Assigned To, Category, Fault Count, Installed, Status, and vRA Instance. They also contain an Alerts table.
  • Provision - Users can provision VMs from vRA catalog items. Users are presented with a form based on the blueprint with the following fields: Number of CPUs, GB of RAM, Notes, Requesting User, VM Lease Days, Disk Label, and any custom properties in the blueprint with "Prompt User" set to "true".
  • Reconfigure - Reconfigure of VM options from ServiceNow to vRA....View more
    • Change Owner
    • Change CPU
    • Change Memory
    • Add/Remove/Modify Disks - Capacity and storage reservation policies
    • Add/Remove/Modify Custom Properties
    • Add/Remove/Modify Networks
  • Resource Actions - Perform following VM Actions in vRA from ServiceNow....View more
    • Power On VM
    • Power Off VM
    • Change Lease of VM
    • Expire VM
    • Install Tools
    • Reboot VM
    • Suspend VM
    • Destroy VM
    • Shutdown VM
  • Incidents - Create an incident upon provisioning or decommissioning failure, or a failure of any service request. When an incident is created, the last 500 lines of the 40+ vRA log files are parsed and added to the incident to allow users to get quick visibility on the location of the error log records and the cause of the error.
  • Service Requests - Create a service request in ServiceNow when a VM reconfigure is requested, a new VM is requested, a VM action is taken, a service is requested, catalogue is added, modified, or deleted, a blueprint is added, modified, or deleted. Service requests are generated via ServiceNow business rules and can easily be routed for approval.
  • Change Requests - Create a change request in ServiceNow for: Delete Blueprint, Reconfigure, Delete Build Profile, Destroy VM, Power On VM, Provision VM, Expire VM, Power Off VM, Create Blueprint, Suspend VM, Reboot VM, Shutdown VM, enable or disable Auto-Discovery, Install Tools, Change Lease, and Edit Blueprint. CR creation can be toggled on a per action basis from the Properties page.


  • ServiceNow Kingston : Version Patch 4 +
  • ServiceNow CMP2 : Cloud Management Platform v2
  • ServiceNow Orchestration : Virtualization Core Components
  • ServiceNow Service : Catalog Platform
  • Windows or Linux MID Server : For ServiceNow Kingston
  • vRA 7.X

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Download Links

The Cloud Factory Suite is certified by ServiceNOW and VMware. It can be downloaded through the ServiceNOW Store.