ServiceNow Integration Use Cases

A few words about ServiceNow

ServiceNow is a leading name in the ITSM segment. Due to its enhanced service capabilities and a list of modules, the platform seamlessly steps into both PaaS and SaaS zones. This is why it is super popular among enterprises and integrating ServiceNow with your other systems is important for keeping your whole infrastructure in sync.

When used as a SaaS solution, ServiceNow allows for end-to-end automation of crucial workflows across the array of connected ITSM tools.

If deployed as a PaaS tool, it allows IT teams to roll out customized applications alongside the ones built into the platform.

ServiceNow main features:

• ServiceNow is an all-in-one service desk platform, providing all the necessary functionalities and tools at hand for the company to exceed and scale its performance
• Process and workflow automation that helps teams manage multiple complex workflows in a no-code design environment
• Advanced AI that helps increase overall performance and work efficiency

• Unified modules that satisfy the needs of the most important company departments and allow them to communicate freely with each other
• IT Operations and IT management activities are centralized to be monitored and operated from a single source  the ServiceNow system

Benefits of using ServiceNow:

• Transparency over the optimization of crucial for the company processes. Tasks and other activities are handled with ease.

• Enhanced scalability when it comes to accumulation and sorting out a large amount of generated data.
• Flexibility and versatility of functionalities
• Amassed data can be sliced to get detailed insights  a feature crucial for the structured processes of decision making
• Multi-instance architecture that prompts the efficient management of vital tasks and processes for products roll-outs

IT teams rely heavily on ServiceNow and its functionalities to get a solid grip on their tasks, workflows, and product rollouts. In most cases, however, companies need additional tools to fill in the gap in accumulated data. Thats the main reason behind the immensely versatile tech stack combinations they have.

Integrating ServiceNow with the rest of your systems:

The presence of many tools in the technology kit does not always mean that they are connected or work in synchronicity. This often results in delays in communication between different teams and the information they exchange. Data gaps, errors, and significant slow-downs in product creation are also present.

The most plausible solution is to integrate the systems in a way that will allow them to communicate effortlessly. Additionally, connecting them will help automate repetitive but important daily activities, optimizing costs and resources.

There are quite a few use cases regarding the integration of a platform like ServiceNow. In the following line, however, well concentrate on the most popular use case scenarios that determine the need to connect ServiceNow with the rest of the software solutions available on the market.

ServiceNow Jira Integration

The integration between ServiceNow and Jira is perhaps the most common one. Companies usually have separate teams operating the two systems. The service desk relies on ServiceNow, while the development team uses Jira as their main tool.

If the two systems, ServiceNow and Jira, are not connected transfer of data between them happens slowly and is done manually.

When the companys service desk team is notified about a new incident in ServiceNow, created by a bug in the software it should immediately be transferred to the Jira DevOps team for resolution.

Since the two systems are not integrated this action must be carried out manually. That means that the Service desk team must log the bug into the Jira system as a task. All along with the ServiceNow details.

This could also happen via email or chat.

That is a time-consuming activity and is often accompanied by unwilling mistakes and even misinformation.

Integrating ServiceNow and Jira will allow repetitive tasks to happen automatically. Also, cross-team collaboration will excel.

When used as a platform for integration between SNow and Jira, ZigiOps allows instant real-time data synchronization between them. Data silos and miscommunication are eliminated while issues remediation is sped-up.

ZigiOps helps ServiceNow and Jira teams sync bugs, CMDBs, events, tasks, attachment links, and incidents.

With ZigiOps teams can transfer:

ServiceNow (Incident)  to Jira (Task)

ServiceNow (Problem) to Jira (Bug)

ServiceNow (SC Task) to Jira (Task)

ServiceNow GitHub Integration

Integrating GitHub and ServiceNow is another common use case.

Companies use GitHub for projects and product version management. On the other hand, the ServiceNow team uses it to handle their customer service requests.

The ServiceNow team gets notified about a newly discovered incident in the systems. Upon investigation, the team concludes that it is a result of a software bug that must be reported to the DevOps team for a timely resolution.

Without integration:

If the two systems are not connected, the logging of the ServiceNow incident into the GitHub system will happen manually. That is time-consuming and may result in critical errors. Additionally, delays in processing and assigning the bug to the responsible DevOps team member may also occur.

With integration in place:

When there is an integration between SNow and GitHub, mundane tasks like data transfer happen automatically.

When used as a connector, ZigiOps fetches the ServiceNow incident and logs it in GitHub as an issue. Additional data such as titles, labels, assignees, milestones, and descriptions get transferred along with it. Also, the data transfer can happen the other way around, thanks to ZigiOpss two-way integration capability.

Without integration:

The GitHub team gets notified about a new pull request with commits that must be logged into ServiceNow as an incident. The lack of an integration between GitHub and ServiceNow forces the DevOps team to carry out the log process by themselves, blocking them from performing other crucial activities.

With integration:

In case there is an integration between ServiceNow and GitHub, the pull request (with its corresponding details) is fetched by ZigiOps and transferred to ServiceNow in real-time.

With ZigiOps, ServiceNow incidents, tasks, and problems get sent as issues in GitHub.

Also, the connection allows the transfer of:

ServiceNow (Incident) to GitHub (Issue)

ServiceNow (Task) to GitHub (Issue)

ServiceNow (Problem) to GitHub (Issue)

ServiceNow OpsBridge Integration

The integration between ServiceNow and Micro Focus OpsBridge is yet another common scenario. Both comprehensive software solutions, ServiceNow and OpsBridge Manager are often deployed to high scale the performance of the IT ecosystem they are incorporated in.

The team managing OpsBridge is alerted about a new event in the systems browser. Upon review, they decide it must be sent to the ServiceNow system and logged as an incident that needs a timely resolution.

Without integration:

When there is no integration between ServiceNow and OpsBridge, the event must be transferred by hand by someone from the team. That means that the designated person must shift the focus of their daily activities and spend time registering for the event into the SNow system.

With integration:

If there is an established integration between ServiceNow and Micro Focus OpsBridge, data exchange happens faster and easier. With the help of an integration solution like ZigiOps, the event in OpsBridge gets fetched. Via the connected server, ZigiOps manages to send it into the ServiceNow platform and log it there as an incident., along with its details. The incident number is then returned to the OpsBridge Manager event as an external ID. ZigiOps keeps both systems synced in real-time by updating the OBM event and the SNow-related incident with lifecycle synchronization, attributes, and annotations.

ZigiOps allows:

OpsBridge (Events) to ServiceNow (Incidents)

ServiceNow Azure DevOps Integration

Integrating ServiceNow with Azure DevOps is not uncommon. Many large-scale enterprises have them incorporated into their IT infrastructures. This allows them to have a better perspective on a variety of processes.

Without integration:

Despite having those systems, the lack of integration between Azure DevOps and ServiceNow can be a problem. Usually, the service desk team will operate with ServiceNow while the development one  with Azure. The service desk gets notified about a new incident in the ServiceNow queue. On inspecting it, they find out that the problem is a direct result of a software bug. To resolve it, they must transfer it to the DevOps team as fast as possible.

Without proper integration between ADO and ServiceNow, the transfer might take more than expected to be logged into the Azure system. Furthermore, bottlenecks can occur. The untimely remediation of the newly discovered issue may eventually affect the behavior and the health status of the entire IT ecosystem.

With integration:

When ServiceNow and Azure DevOps are integrated, everything happens automatically. With the help of a solution like ZigiOps, they do not need to open Azure DevOps and manually log the issue. The integration platform logs the issue in Azure DevOps upon detecting it. ZigiOps is capable of syncing the two systems and keeping them up to date at any given moment. Important data like log files, traces, comments, and attachments get instantly transferred between ServiceNow and ADO. As a result, root cause analysis and change request management are simplified.

With ZigiOps, important data is transferred:

Azure DevOps (Work Items) to ServiceNow (Incidents)

Azure DevOps (Issues) to ServiceNow (Incidents)

ServiceNow (Incidents) to Azure DevOps (Issues)

ServiceNow (Requests) to Azure DevOps (Tasks)

ServiceNow Remedy Integration

Its not unlikely for a company to have more than one ITSM tool at its disposal. That is why the integration of BMC Remedy and ServiceNow is a popular one.

Without integration:

The service desk team gets notified about an incident in the ServiceNow queue. On further investigation, the team concludes it must be sent to the Remedy system as an incident that needs a deeper look and subsequent resolution. Without a Remedy ServiceNow integration, the service desk team will have to dedicate additional time and resources to manually open the Remedy instance and log the incident with its related information.

With integration:

The integration between ServiceNow and Remedy allows for a high level of automation of tasks such as incident input from one system to another. That saves time and minimizes the chances of manual work-related errors. When used as a connector, ZigiOps collects updates for tickets in each system that are already logged in the other system. Additionally, regular, custom, and lifecycle fields, as well as comments and attachments, are transferred between BMC Remedy and ServiceNow.

The ZigiOps platform also helps transfer change requests, CMDBs, and custom records between the two systems. The tool allows syncing:

BMC Remedy (CIs/relationships) to ServiceNow (tasks/CMDB)

ServiceNow AppDynamics Integration

AppDynamics is a popular ITOM solution. Integrating AppDynamics with ServiceNow offers a long list of benefits to prospective users, like a comprehensive overview and insights across critical internal processes.

Without integration:

The monitoring team uses AppDynamics as their primary tool to get a closer look at the health status of the entire IT infrastructure. There are newly discovered events and health rule violations (HRVs) in the AppDynamics system, which the IT team needs to thoroughly investigate. The assistance of the development team is inevitable. Logging the events and HRVs, however, happens slowly because it is done by hand. Someone must open the SNow system and log each event or HRV separately.

Remediation does not come as fast as needed, and the system may collapse sooner or later.

With integration:

The presence of integration between AppDynamics and ServiceNow helps the two teams communicate the issues and troubles faster. As a result, their resolution happens faster, the systems health is under control, and the end users remain highly satisfied.

With ZigiOps, important data is transferred:

ServiceNow (Topology)  AppDynamics (Topology)

Conclusion

ZigiOps helps easily integrate ServiceNow with a variety of popular tools and even tailors the integrations in accordance with every need and desire. ZigiOps does not require any coding skills. Transfer and synchronization of important data such as entities happens in real time. The tools advanced field mapping allows for better control and filtering over the information shared between the connected systems. Contact us for a free technical demo and scale your teams performance.