Skip to content

Cookie Settings

This site uses cookies that need consent.

Support

CI Synchronizer Extended Implementation and Ongoing Support Plans

CI Synchronizer (CI Sync) is a near-turnkey solution that enables customers to self-setup and perform initial data synchronisation in a matter of hours.

While setting up CI Sync and data synchronization is straightforward, the data itself — along with each organization’s unique CMDB requirements — are often quite complex. Even seemingly simple topics, such as determining and representing the location of IT Assets in the CMDB, often require considerable analysis to ensure the integrated data aligns with customer expectations.

For customers needing additional assistance beyond what’s included in the subscription fee, Syncfish offers Extended Implementation and Ongoing Support Plans to assist with more complex requirements.

Learn about CI Synchronizer Book a Demo

Key Benefits of the Paid Plans

Extended Implementation and Ongoing Support Plans offer the following key benefits:

Expert-Led Assistance

Gain access to Syncfish experts who can join audio and video calls to provide hands-on support and guidance.

Advanced & Custom Data Synchronisation Rules Implementation

Syncfish experts will collaborate with you to understand your detailed data & CMDB requirements to implement Advanced or Custom Data Synchronization Rules.

ServiceNow & CMDB Expert Consultancy

Leverage two full days per annum with Syncfish experts for ServiceNow & CMDB advice, including configuration assistance and strategic guidance.

Dedicated Customer Success Manager

Partner with a dedicated Customer Success Manager (CSM) to maximise your investment in CMDB automation and ensure your feedback informs the CI Sync product roadmap.

Extended Support Hours and Times

Benefit from extended support hours and accelerated response and resolution times.

Additional Free Synchronised Assets on additional CI Sync Connectors

Receive an allocation of free synchronised assets on one or more additional connectors beyond your purchased connector.

Plans & Inclusions

The following paid plans can be added to your CI Sync subscription:

Plan 1 — Bronze

Best for: Small organisations needing guided setup support for Standard Data Synchronisation Rules.

  • Expert-Led audio or video assistance during setup.

  • Guidance on tuning CI Sync’s Standard Data Synchronisation Rules to fit your environment.

Plan 2 — Silver

Best for: Mid-sized organisations requiring ongoing support and enhanced synchronisation capabilities.

  • Expert-Led audio or video assistance during setup and ongoing support.

  • Advanced Data Synchronisation Rule implementation tailored to your requirements.

  • A dedicated Customer Success Manager (CSM) for as-required engagement.

Plan 3 — Gold

Best for: Large organisations with complex business scenarios seeking expert consultancy to maximise the value of their ITSM platform & CMDB/Asset data.

  • Expert-Led audio or video assistance during setup and ongoing support with extended support hours and shorter response & resolution times.

  • A dedicated Customer Success Manager (CSM) with a regular meeting cadence.

  • An extensive allocation of Custom Data Synchronization Rule tuning with Expert-Led assistance from a Syncfish SME.

  • Two days per annum of Syncfish SME consulting time to assist with ITSM, ITIL, CMDB, Asset Management and related topics.

Support Plan Inclusions & Comparison Table

Scroll left and right to view the whole table.

Inclusions

Free Plan

Bronze Plan

Silver Plan

Gold Plan

Free Synchronised Assets (on additional connectors) 1

Synchronised assets provided at no cost

0

500

1000

2000

CI Sync Setup Support

Setup support via self-service

Setup support via email (support mailbox)

Setup support via audio/video call with Syncfish SME

Changes to Data Synchronisation Rule 2

Changes to Standard data sync rules via self-service

Implementation or changes to Advanced rules via a Syncfish SME

Implementation or changes to Custom rules via a Syncfish SME

3

3

Implementation Assistance and Tuning

Implementation assistance via email

Implementation assistance via audio/video call with Syncfish SME

ITSM, ITIL, CMDB, Asset Management (etc) consulting days

4

Customer Success Engagement

Dedicated Customer Success Manager (CSM)

Regular meeting cadence

Support Channels

Self-Service Portal Knowledgebase

Email (Support mailbox)

In-person audio/video call

Support Hours & Coverage

Mon-Fri 9am-5pm AEST

Mon-Sun 8am-9pm AEST

Response Targets

Low severity

5 days

5 days

3 days

3 days

Medium severity

3 days

3 days

2 days

2 days

High severity

2 days

2 days

1 day

1 day

Resolution Targets 5

Low severity

Reasonable efforts

Reasonable efforts

Reasonable efforts

3 days

Medium severity

Reasonable efforts

Reasonable efforts

Reasonable efforts

3 days

High severity

Reasonable efforts

Reasonable efforts

Reasonable efforts

1 day

  1. No-cost synced assets can be used with one or more additional connectors beyond the first purchased connector.  The allocation of no-cost assets cannot be used to offset the minimum asset requirement of CI Sync Pro or Enterprise Editions and the allocation cannot be used to reduce the number of assets on the first purchased connector.

  2. See below in this page for an explanation of Standard, Advanced and Custom Data Synchronisation Rules.

  3. Based upon a fair use policy of no more than ten (10) rules per annum.

  4. Up to two days (16 hours) of expert consulting per annum. Time does not accrue between years.

  5. Resolution Targets commencement follows response by Syncfish to a Valid Support Request.

Overview of Data Sync Rules

One of CI Sync’s most powerful features is its Data Synchronisation Rules engine. These rules control data mapping logic (record level and attribute level), data transformation logic, reference data value mapping, record set interdependency logic and record matching/correlation logic.

Each CI Sync instance is provisioned with a default set of Data Synchronisation Rules which meet the needs of many organisations. Modifying or “overriding” the default rules on a customer-by-customer basis allows CI Sync to deliver perfectly mapped, transformed and correlated data into your destination CMDB. While this may seem simple and rarely required, most source system data was never originally structured for integration into complex destination systems like ServiceNow. Tuning the Data Synchronisation Rules to meet complex requirements allows CI Sync to deliver destination data in ways that most other simple integration solutions can’t achieve.

Syncfish categorises the Data Synchronisation Rules as per the table below.

Standard Data Synchronisation Rules

Related Support Plan(s)

Free Plan

Rule Modification Method

Using customer self-service via the CI Sync web UI.

Included Rules and Rule Overrides:

  1. Enable/disable CI Sync creating new Location records to ServiceNow’s cmn_location table.

  2. Turn-on synchronization of asset location for source system assets using one of several pre-defined source system attributes.

  3. Enable/disable synchronization of the Manufacturer Attribute on the parent/main CI in ServiceNow.

  4. Enable/disable synchronization of various Manufacturer Attributes on the Child Records of the CI (e.g. CPU manufacturers, disk manufacturers, etc).

  5. Enable/disable CI Sync creating new Manufacturer Master Data records in ServiceNow’s core_company table. 

  6. Enable/disable CI Sync deleting Manufacturer Master Data records in ServiceNow’s core_company table. 

  7. Enable/disable synchronization of the Model Attribute on the parent/main CI in ServiceNow.

  8. Enable/disable synchronization of the Disk Model Attribute on the Child Records of the CI.

  9. Set the table to be used for Model Master Data Records in ServiceNow.

  10. Enable/disable CI Sync creating new Model Master Data records in ServiceNow.

  11. Enable/disable CI Sync deleting Model Master Data records in ServiceNow.

  12. Amend the default CI Sync rules for determining whether a source system compute device is virtual or physical.

  13. Amend the default value used for the Discovery Source attribute on the CI in the CMDB.

  14. Optionally apply a prefix value used for the Correlation ID attribute on the CI in the CMDB.

  15. Enable/disable overwriting the Correlation Attributes for CI Update Operations.

  16. Enable/disable suppression of CI Inserts for Inactive Assets in Lansweeper.

  17. Define the list of included Windows Services (when sync’ing Windows Services for Windows Servers and Windows PCs).

  18. Define the customer specific attribute name/s (of a custom field or tag) that stores the Application Service Mapping Service ID value when using CI Sync’s Application Service Mapping rules.

  19. Enable CI Sync to work with ServiceNow’s field normalisation plug-to to correlate with aliased Manufacturer (core_company) records.

Advanced Data Synchronisation Rules

Related Support Plan(s)

Bronze Plan

Silver Plan

Gold Plan

Rule Modification Method

Consult with a Syncfish SME to implement or refine Advanced Data Sync Rules.

Included Rules and Rule Overrides:

  1. Amend the default CI Sync value map for determining Category & Sub-Category values on the CI in ServiceNow based on the source system record set.

  2. Amend the default CI Sync value map for determining Status values (Hardware Status, Hardware Sub-Status, Install Status and Operational Status) on the CI in ServiceNow based on status value/s on source system asset record. This includes status values for inactive and deleted source system assets.

  3. Amend CI Sync’s rules for Status value update suppression (or not) to disable entirely, enable entirely, or update conditionally update based on last updated date/time (between source and destination system records).  The suppression (or not) rules can be applied conditionally including dynamically based on the current value of Install Status.  These rules are typically used to cater for In-Stock/Under-Maintenance asset management scenarios.

  4. Enable/disable CI Sync creating new Group records in ServiceNow’s cmdb_group table.

  5. Enable/disable CI Sync creating new Choice records in ServiceNow’s sys_choice table.

  6. Turn-on synchronisation of one/more user-oriented attributes (e.g. Primary User, Last Logged On User or Most Frequently Logged on User) from a given source system to an attribute such as Assigned_To or Most_Frequent_User on the Configuration Item (CI) in the CMDB.

Custom Data Synchronisation Rules

Related Support Plan(s)

Silver Plan

Gold Plan

Rule Modification Method

Consult with a Syncfish SME to refine Standard or Advanced Data Sync Rules or to develop Custom Rules tailored to complex requirements, including geographically specific, business unit-specific, or other unique variations.

Included Rules and Rule Overrides:

  1. Enable and tune a user-oriented attribute to set the Business Owner of CI in the CMDB.

  2. Enable and tune Cross Class Matching rules to search and correlate records across multiple CMDB CI Classes (with or without automated CI relocation between CI Classes).

  3. Amend the CI Sync rules to include entirely new record sets.

  4. Amend the CI Sync rules to include entirely new CI-to-CI relationships.

  5. Amend the CI Sync record level mapping rules for source system record types and destination CI Classes.

  6. Amend the CI Sync attribute level maps (to add, remove or change individual attribute mapping).  This can include out of the box/standard field mappings, custom field mappings and tag mappings.

  7. Implement rules for complex asset location determination scenarios such as different rules for different geographies, business units, asset types and so on.

  8. Implement split-transform rules to have unique behaviour for insert vs update of CIs in the CMDB.

  9. Any other data mapping, data transformation, data correlation, value mapping, record set interdependency handling (or similar) rules to meet specific business requirements.

    Find out more

    Talk with us to find discover CI Synchronizer, the available connectors and the services we offer to help you achieve CMDB excellence.

    Book a Demo

    Schedule a demo. See up close how CI Synchronizer works and how quickly you can start syncronising your IT Asset data into your CMDB.

    Request a Trial

    Syncfish offers customers the chance to trial CI Synchronizer. Contact Sales or book a demo to find out how to get setup with a trial.