PagerDuty ServiceNow Integration

When a ServiceNow incident meets severity or SLA threshold criteria that require immediate on-call engineer engagement, ZigiOps can automatically trigger a PagerDuty escalation, ensuring the right responder is notified and engaged without manual intervention from the service desk team. This bidirectional flow between ITSM and on-call management ensures that high-priority incidents do not sit in a queue waiting for manual escalation, reducing mean time to acknowledge and enabling faster response for business-critical disruptions. As the on-call team resolves the incident in PagerDuty, resolution status is synchronized back to ServiceNow, keeping the ITSM record current and audit-ready throughout the response process.

When PagerDuty triggers an on-call incident based on a monitoring alert or escalation policy, ZigiOps automatically creates a corresponding ServiceNow incident with all relevant on-call context mapped across, including incident severity, affected service, triggered alert details, and assigned responder. This ensures that every PagerDuty-triggered incident enters the formal ITSM process immediately, enabling ITSM teams to track, report, and manage on-call incidents alongside all other service disruptions without manual ticket creation. Incident resolution in PagerDuty can also trigger automatic updates or closure of the linked ServiceNow record, keeping both platforms aligned throughout the full incident lifecycle.