Merge pull request #193375 from AbbyMSFT/itsm

v-ccolin · web-flow · commit c095d77de60f · 2022-04-03T10:46:33.000+01:00
ITSM v2 Secure Export
diff --git a/articles/azure-monitor/alerts/it-service-management-connector-secure-webhook-connections.md b/articles/azure-monitor/alerts/it-service-management-connector-secure-webhook-connections.md
@@ -1,29 +1,31 @@
 ---
-title: IT Service Management Connector - Secure Export in Azure Monitor
-description: This article shows you how to connect your ITSM products/services with Secure Export in Azure Monitor to centrally monitor and manage ITSM work items.
+title: IT Service Management Connector - Secure Webhook in Azure Monitor
+description: This article shows you how to connect your ITSM products/services with Secure Webhook in Azure Monitor to centrally monitor and manage ITSM work items.
 ms.topic: conceptual
-ms.date: 2/23/2022
+ms.date: 03/30/2022
+
 ---
 
-# Connect Azure to ITSM tools by using Secure Export
+# Connect Azure to ITSM tools by using Secure Webhook  
 
-This article shows you how to configure the connection between your IT Service Management (ITSM) product or service by using Secure Export.
+This article shows you how to configure the connection between your IT Service Management (ITSM) product or service by using Secure Webhook.
 
-Secure Export is an updated version of [IT Service Management Connector (ITSMC)](./itsmc-overview.md). Both versions allow you to create work items in an ITSM tool when Azure Monitor sends alerts. The functionality includes metric, log, and Activity Log alerts.
+Secure Webhook is an updated version of [IT Service Management Connector (ITSMC)](./itsmc-overview.md). Both versions allow you to create work items in an ITSM tool when Azure Monitor sends alerts. The functionality includes metric, log, and Activity Log alerts.
 
-ITSMC uses username and password credentials. Secure Export has stronger authentication because it uses Azure Active Directory (Azure AD). Azure AD is Microsoft's cloud-based identity and access management service. It helps users sign in and access internal or external resources. Using Azure AD with ITSM helps to identify Azure alerts (through the Azure AD application ID) that were sent to the external system.
+ITSMC uses username and password credentials. Secure Webhook has stronger authentication because it uses Azure Active Directory (Azure AD). Azure AD is Microsoft's cloud-based identity and access management service. It helps users sign in and access internal or external resources. Using Azure AD with ITSM helps to identify Azure alerts (through the Azure AD application ID) that were sent to the external system.
 
-## Secure Export architecture
+## Secure Webhook architecture
 
-The Secure Export architecture introduces the following new capabilities:
+The Secure Webhook architecture introduces the following new capabilities:
 
 * **New action group**: Alerts are sent to the ITSM tool through the Secure Webhook action group, instead of the ITSM action group that ITSMC uses.
 * **Azure AD authentication**: Authentication occurs through Azure AD instead of username/password credentials.
-## Secure Export data flow
 
-The steps of the Secure Export data flow are:
+## Secure Webhook data flow
+
+The steps of the Secure Webhook data flow are:
 
-1. Azure Monitor sends an alert that's configured to use Secure Export.
+1. Azure Monitor sends an alert that's configured to use Secure Webhook.
 2. The alert payload is sent by a Secure Webhook action to the ITSM tool.
 3. The ITSM application checks with Azure AD if the alert is authorized to enter the ITSM tool.
 4. If the alert is authorized, the application:
@@ -33,13 +35,13 @@ The steps of the Secure Export data flow are:
 
 ![Diagram that shows how the ITSM tool communicates with Azure A D, Azure alerts, and an action group.](media/it-service-management-connector-secure-webhook-connections/secure-export-diagram.png)
 
-## Benefits of Secure Export
+## Benefits of Secure Webhook
 
 The main benefits of the integration are:
 
 * **Better authentication**: Azure AD provides more secure authentication without the timeouts that commonly occur in ITSMC.
-* **Alerts resolved in the ITSM tool**: Metric alerts implement "fired" and "resolved" states. When the condition is met, the alert state is "fired." When condition is not met anymore, the alert state is "resolved." In ITSMC, alerts can't be resolved automatically. With Secure Export, the resolved state flows to the ITSM tool and so is updated automatically.
-* **[Common alert schema](./alerts-common-schema.md)**: In ITSMC, the schema of the alert payload differs based on the alert type. In Secure Export, there's a common schema for all alert types. This common schema contains the CI for all alert types. All alert types will be able to bind their CI with the CMDB.
+* **Alerts resolved in the ITSM tool**: Metric alerts implement "fired" and "resolved" states. When the condition is met, the alert state is "fired." When condition is not met anymore, the alert state is "resolved." In ITSMC, alerts can't be resolved automatically. With Secure Webhook, the resolved state flows to the ITSM tool and so is updated automatically.
+* **[Common alert schema](./alerts-common-schema.md)**: In ITSMC, the schema of the alert payload differs based on the alert type. In Secure Webhook, there's a common schema for all alert types. This common schema contains the CI for all alert types. All alert types will be able to bind their CI with the CMDB.
 
 ## Next steps
 
diff --git a/articles/azure-monitor/alerts/itsm-connector-secure-webhook-connections-azure-configuration.md b/articles/azure-monitor/alerts/itsm-connector-secure-webhook-connections-azure-configuration.md
@@ -1,21 +1,21 @@
 ---
-title: IT Service Management Connector - Secure Export in Azure Monitor - Azure Configurations 
-description: This article shows you how to configure Azure in order to connect your ITSM products/services with Secure Export in Azure Monitor to centrally monitor and manage ITSM work items.
+title: IT Service Management Connector - Secure Webhook in Azure Monitor - Azure Configurations 
+description: This article shows you how to configure Azure in order to connect your ITSM products/services with Secure Webhook in Azure Monitor to centrally monitor and manage ITSM work items.
 ms.topic: conceptual
-ms.date: 2/23/2022
+ms.date: 03/30/2022
 
 ---
 
-# Configure Azure to connect ITSM tools using Secure Export
+# Configure Azure to connect ITSM tools using Secure Webhook
 
-This article provides information about how to configure the Azure in order to use "Secure Export".
-In order to use "Secure Export", follow these steps:
+This article provides information about how to configure the Azure in order to use "Secure Webhook".
+In order to use "Secure Webhook", follow these steps:
 
 1. [Register your app with Azure AD.](./itsm-connector-secure-webhook-connections-azure-configuration.md#register-with-azure-active-directory)
 1. [Define Service principal.](./itsm-connector-secure-webhook-connections-azure-configuration.md#define-service-principal)
 1. [Create a Secure Webhook action group.](./itsm-connector-secure-webhook-connections-azure-configuration.md#create-a-secure-webhook-action-group)
 1. Configure your partner environment.
-    Secure Export supports connections with the following ITSM tools:
+    Secure Webhook supports connections with the following ITSM tools:
     * [ServiceNow](./itsmc-secure-webhook-connections-servicenow.md)
     * [BMC Helix](./itsmc-secure-webhook-connections-bmc.md)
 
@@ -64,10 +64,10 @@ To add a webhook to an action, follow these instructions for Secure Webhook:
 
 The configuration contains two steps:
 
-1. Get the URI for the secure export definition.
+1. Get the URI for the secure Webhook definition.
 2. Definitions according to the flow of the ITSM tool.
 
 ## Next steps
 
-* [ServiceNow Secure Export Configuration](./itsmc-secure-webhook-connections-servicenow.md)
-* [BMC Secure Export Configuration](./itsmc-secure-webhook-connections-bmc.md)
+* [ServiceNow Secure Webhook Configuration](./itsmc-secure-webhook-connections-servicenow.md)
+* [BMC Secure Webhook Configuration](./itsmc-secure-webhook-connections-bmc.md)
diff --git a/articles/azure-monitor/alerts/itsmc-connections.md b/articles/azure-monitor/alerts/itsmc-connections.md
@@ -5,22 +5,19 @@ ms.topic: conceptual
 ms.date: 2/23/2022
 
 ---
-
 # Connect ITSM products/services with IT Service Management Connector
 This article provides information about how to configure the connection between your ITSM product/service and the IT Service Management Connector (ITSMC) in Log Analytics to centrally manage your work items. For more information about ITSMC,  see [Overview](./itsmc-overview.md).
 
-The following ITSM products/services are supported. Select the product to view detailed information about how to connect the product to ITSMC.
-
-- [ServiceNow](./itsmc-connections-servicenow.md)
-- [System Center Service Manager](./itsmc-connections-scsm.md)
-- [Cherwell](./itsmc-connections-cherwell.md)
-- [Provance](./itsmc-connections-provance.md)
+To set up your ITSM environment:
+1. Connect to your ITSM.
 
-> [!NOTE]
-> We propose our Cherwell and Provance customers to use [Webhook action](./action-groups.md#webhook) to Cherwell and Provance endpoint as another solution to the integration.
+    - For ServiceNow ITSM, see [the ServiceNow connection instructions](./itsmc-connections-servicenow.md).
+    - For SCSM, see [the System Center Service Manager connection instructions](./itsmc-connections-scsm.md).
 
-## IP ranges for ITSM partners connections
-In order to list the ITSM IP addresses in order to allow ITSM connections from partners ITSM tools, we recommend the to list the whole public IP range of Azure region where their LogAnalytics workspace belongs. [details here](https://www.microsoft.com/en-us/download/details.aspx?id=56519)
+    >[!NOTE]
+    > As of March 1, 2022, System Center ITSM integrations with Azure alerts is no longer enabled for new customers. New System Center ITSM Connections are not supported.
+    > Existing ITSM connections are supported.
+2. (Optional) Set up the IP Ranges. In order to list the ITSM IP addresses in order to allow ITSM connections from partners ITSM tools, we recommend the to list the whole public IP range of Azure region where their LogAnalytics workspace belongs. [details here](https://www.microsoft.com/en-us/download/details.aspx?id=56519)
 For regions EUS/WEU/EUS2/WUS2/US South Central the customer can list ActionGroup network tag only.
 
 ## Next steps
diff --git a/articles/azure-monitor/alerts/itsmc-overview.md b/articles/azure-monitor/alerts/itsmc-overview.md
@@ -2,7 +2,7 @@
 title: IT Service Management Connector overview
 description: This article provides an overview of IT Service Management Connector (ITSMC).
 ms.topic: conceptual
-ms.date: 2/23/2022
+ms.date: 3/30/2022
 ms.custom: references_regions
 
 ---
@@ -11,36 +11,39 @@ ms.custom: references_regions
 
 :::image type="icon" source="media/itsmc-overview/itsmc-symbol.png":::
 
-IT Service Management Connector (ITSMC) allows you to connect Azure to a supported IT Service Management (ITSM) product or service.
+IT Service Management Connector allows you to connect Azure Monitor to supported IT Service Management (ITSM) products or services using either ITSM actions or Secure webhook actions.
 
-Azure services like Azure Log Analytics and Azure Monitor provide tools to detect, analyze, and troubleshoot problems with your Azure and non-Azure resources. But the work items related to an issue typically reside in an ITSM product or service. ITSMC provides a bi-directional connection between Azure and ITSM tools to help you resolve issues faster.
+Azure services like Azure Log Analytics and Azure Monitor provide tools to detect, analyze, and troubleshoot problems with your Azure and non-Azure resources. But the work items related to an issue typically reside in an ITSM product or service. The ITSM Connector provides a bi-directional connection between Azure and ITSM tools to help you resolve issues faster. You can create work items in your ITSM tool, based on your Azure alerts (Metric Alerts, Activity Log Alerts, and Log Analytics alerts).
 
-## Configuration steps
+The ITSM Connector supports connections with the following ITSM tools:
 
-ITSMC supports connections with the following ITSM tools:
-
--	ServiceNow
--	System Center Service Manager
--	Provance
--	Cherwell
-
-   >[!NOTE]
-> As of 1-Oct-2020 Cherwell and Provance ITSM integrations with Azure Alert will no longer be enabled for new customers. New ITSM Connections will not be supported.
-> Existing ITSM connections will be supported.
-
-With ITSMC, you can:
-
--  Create work items in your ITSM tool, based on your Azure alerts (Metric Alerts, Activity Log Alerts, and Log Analytics alerts).
--  Optionally, you can sync your incident and change request data from your ITSM tool to an Azure Log Analytics workspace.
+-	ServiceNow ITSM or ITOM
+-	System Center Service Manager (SCSM)
+-	BMC
+  >[!NOTE]
+  > As of March 1, 2022, System Center ITSM integrations with Azure alerts is no longer enabled for new customers. New System Center ITSM Connections are not supported.
+  > Existing ITSM connections are supported.
 
 For information about legal terms and the privacy policy, see [Microsoft Privacy Statement](https://go.microsoft.com/fwLink/?LinkID=522330&clcid=0x9).
-
-You can start using ITSMC by completing the following steps:
-
-1. [Setup your ITSM Environment to accept alerts from Azure.](./itsmc-connections.md)
-1. [Configure Azure ITSM Solution](./itsmc-definition.md#add-it-service-management-connector)
-1. [Configure Azure ITSM connector for your ITSM environment.](./itsmc-definition.md#create-an-itsm-connection)
-1. [Configure Action Group to leverage ITSM connector.](./itsmc-definition.md#define-a-template)
+## ITSM Connector Workflow
+Depending on your integration, start using the ITSM Connector with these steps:
+- For Service Now ITOM events and BMC Helix use the Secure webhook action:
+     1. [Register your app with Azure AD.](./itsm-connector-secure-webhook-connections-azure-configuration.md#register-with-azure-active-directory)
+     1. [Define Service principal.](./itsm-connector-secure-webhook-connections-azure-configuration.md#define-service-principal)
+     1. [Create a Secure Webhook action group.](./itsm-connector-secure-webhook-connections-azure-configuration.md#create-a-secure-webhook-action-group)
+     1. Configure your partner environment. Secure Export supports connections with the following ITSM tools:
+         - [ServiceNow ITOM](./itsmc-secure-webhook-connections-servicenow.md)
+         - [BMC Helix](./itsmc-secure-webhook-connections-bmc.md). 
+
+-  For Service Now ITSM and SCSM use the ITSM action:
+
+    1. Connect to your ITSM.
+       - For ServiceNow ITSM, see [the ServiceNow connection instructions](./itsmc-connections-servicenow.md).
+       - For SCSM, see [the System Center Service Manager connection instructions](./itsmc-connections-scsm.md).
+    1. (Optional) Set up the IP Ranges. In order to list the ITSM IP addresses in order to allow ITSM connections from partners ITSM tools, we recommend the to list the whole public IP range of Azure region where their LogAnalytics workspace belongs. [details here](https://www.microsoft.com/en-us/download/details.aspx?id=56519). For regions EUS/WEU/EUS2/WUS2/US South Central the customer can list ActionGroup network tag only.)
+    1. [Configure Azure ITSM Solution](./itsmc-definition.md#add-it-service-management-connector)
+    1. [Configure Azure ITSM connector for your ITSM environment.](./itsmc-definition.md#create-an-itsm-connection)
+    1. [Configure Action Group to leverage ITSM connector.](./itsmc-definition.md#define-a-template)
 
 ## Next steps
 
diff --git a/articles/azure-monitor/alerts/itsmc-resync-servicenow.md b/articles/azure-monitor/alerts/itsmc-resync-servicenow.md
@@ -4,7 +4,7 @@ description: Reset the connection to ServiceNow so alerts in Microsoft Azure can
 ms.topic: conceptual
 author: nolavime
 ms.author: nolavime
-ms.date: 2/23/2022
+ms.date: 03/30/2022
 
 ---
 # How to manually fix sync problems
diff --git a/articles/azure-monitor/alerts/itsmc-secure-webhook-connections-bmc.md b/articles/azure-monitor/alerts/itsmc-secure-webhook-connections-bmc.md
@@ -1,14 +1,14 @@
 ---
-title: IT Service Management Connector - Secure Export in Azure Monitor - Configuration with BMC
-description: This article shows you how to connect your ITSM products/services with BMC on Secure Export in Azure Monitor.
+title: IT Service Management Connector - Secure Webhook in Azure Monitor - Configuration with BMC
+description: This article shows you how to connect your ITSM products/services with BMC on Secure Webhook in Azure Monitor.
 ms.topic: conceptual
-ms.date: 2/23/2022
+ms.date: 03/30/2022
 
 ---
 
 # Connect BMC Helix to Azure Monitor
 
-The following sections provide details about how to connect your BMC Helix product and Secure Export in Azure.
+The following sections provide details about how to connect your BMC Helix product and Secure Webhook in Azure.
 
 ## Prerequisites
 
@@ -19,7 +19,7 @@ Ensure that you've met the following prerequisites:
 
 ## Configure the BMC Helix connection
 
-1. Use the following procedure in the BMC Helix environment in order to get the URI for the secure export:
+1. Use the following procedure in the BMC Helix environment in order to get the URI for the secure Webhook:
 
    1. Log in to Integration Studio.
    1. Search for the **Create Incident from Azure Alerts** flow.
diff --git a/articles/azure-monitor/alerts/itsmc-secure-webhook-connections-servicenow.md b/articles/azure-monitor/alerts/itsmc-secure-webhook-connections-servicenow.md
@@ -1,15 +1,15 @@
 ---
-title: IT Service Management Connector - Secure Export in Azure Monitor - Configuration with ServiceNow
-description: This article shows you how to connect your ITSM products/services with ServiceNow on Secure Export in Azure Monitor.
+title: IT Service Management Connector - Secure Webhook in Azure Monitor - Configuration with ServiceNow
+description: This article shows you how to connect your ITSM products/services with ServiceNow on Secure Webhook in Azure Monitor.
 ms.topic: conceptual
-ms.date: 2/23/2022
+ms.date: 03/30/2022
 
 ---
 
 
 # Connect ServiceNow to Azure Monitor
 
-The following sections provide details about how to connect your ServiceNow product and Secure Export in Azure.
+The following sections provide details about how to connect your ServiceNow product and Secure Webhook in Azure.
 
 ## Prerequisites
 
@@ -21,7 +21,7 @@ Ensure that you've met the following prerequisites:
 
 ## Configure the ServiceNow connection
 
-1. Use the link https://(instance name).service-now.com/api/sn_em_connector/em/inbound_event?source=azuremonitor the URI for the secure export definition.
+1. Use the link https://(instance name).service-now.com/api/sn_em_connector/em/inbound_event?source=azuremonitor the URI for the secure Webhook definition.
 
 2. Follow the instructions according to the version:
    * [Rome](https://docs.servicenow.com/bundle/rome-it-operations-management/page/product/event-management/concept/azure-integration.html)
diff --git a/articles/azure-monitor/alerts/itsmc-synced-data.md b/articles/azure-monitor/alerts/itsmc-synced-data.md
@@ -10,11 +10,11 @@ ms.custom: references_regions
 # Data synced from your ITSM product
 
 Incidents and change requests are synced from your ITSM tool to your Log Analytics workspace, based on the connection's configuration (using "Sync Data" field):
-* [ServiceNow](./itsmc-connections-servicenow.md)
-* [System Center Service Manager](./itsmc-connections-scsm.md)
-* [Cherwell](./itsmc-connections-cherwell.md)
-* [Provance](./itsmc-connections-provance.md)
-
+ - [ServiceNow](./itsmc-connections-servicenow.md)
+ - [System Center Service Manager](./itsmc-connections-scsm.md)
+  >[!NOTE]
+  > As of March 1, 2022, System Center ITSM integrations with Azure alerts is no longer enabled for new customers. New System Center ITSM Connections are not supported.
+  > Existing ITSM connections are supported.
 ## Synced data
 
 This section shows some examples of data gathered by ITSMC.
diff --git a/articles/azure-monitor/toc.yml b/articles/azure-monitor/toc.yml
