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Closing the gap between your network and IT service management

Vivek Bhargava
Cisco Employee

Do you have technology silos in your organization? One of the most common examples of silos we see in organizations is their network and their IT service management. These technology islands depend on often times less-than-reliable “human middleware” for communication between them – with predictable results. For example, if a network issue needs to be resolved, someone has to create a ticket in the IT system, collect debug data from the network, if available, and add this data to the ticket. Once the resolution is found, someone needs to perform the actions in the network and then close the ticket. These manual processes slow down debugging and resolution of network issues and with insufficient information make it error prone.


Automation to the rescue

If you are tired of synchronizing data between these silos manually and want a better way to manage, then you should really look at the new application that Logicalis has created for its customers that automates these processes. In this application, Logicalis uses Cisco DNA Center open platform capabilities that expose REST based APIs to external applications. Using these APIs, the application obtains network data regarding devices, their location, health information and firmware versions, and other data relating to telemetry from DNA Center. Moreover, the application also uses DNA Center’s native automation and assurance capabilities.Logicalis.png





The application receives notifications if DNA Center detects anything amiss in the network. Then using the DNA Center APIs, it is able to obtain all the contextual data related to the issue. This data could be invaluable in finding a resolution. The application then creates a ticket in IT service management system and adds all collected data to it.

In the case where a user reports an error and creates a ticket in the IT service system, the application is still able to use DNA Center APIs to get all the data associated with the user and the devices they are using and add it to the user-generated ticket. Thus, no matter how the problem is first reported, there is always contextual data that can ease any troubleshooting and eventual resolution. And all this without humans shuffling data between the IT systems and network management!

“An open platform is very important to us and our customers as it allows integration between multiple systems to meet business needs”, says Renae Johnson, Sr Alliance for Cisco, at Logicalis. “We leverage DNA Center’s assurance component to streamline ITSM processes such as incident management and problem management, by enriching workflows with data.”

Watch as Cory Kramer, Solutions Architect at Logicalis, shows the two use cases by mediating among and closing the gap between DNA Center and ServiceNow, the ITSM system.



With the DNA Center open platform, Cisco has opened the enterprise network for innovation. Partner written applications can now access DNA Center's native automation and assurance capabilities programmatically and deliver solutions that align the network and business needs simply, efficiently, and effectively.

Read this white paper from IDC to see how you can leverage network as an open platform and create new revenue opportunities.

Discover this solution and others from our DNA Center open platform partners and see how they are redefining the future of networking.


Find out more

Learn DNA Center APIs:

See how intent-based networking can spark business innovation:

Read the Cisco Focus Magazine special issue on Intent-Based Networking:


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