ServiceNow Integration

The ServiceNow integration with OpsRamp enables seamless incident and CMDB synchronization between the two platforms. It supports both bi-directional incident syncing and unidirectional CMDB updates from OpsRamp to ServiceNow.

You can choose between two methods based on the version of ServiceNow you are using:

Store Method

Recommended for ServiceNow versions Utah, Vancouver, Washington DC, and Yokohama. Uses a certified OpsRamp app from the ServiceNow Store.

The integration includes robust features for:

Automating ticket creation and updates.
Syncing resource metadata to your CMDB.
Using OAuth2.0-based secure authentication.
Monitoring integration health and audit logs.

Note

The ServiceNow Store method is recommended for ServiceNow version Vancouver and Yokohama (or later). The Standard method is recommended for earlier versions. Use the Store Method if you’re on a supported version. For all other versions, follow the Standard Method.

Process Flow

Incident Integration Process
Incident Integration Flow

CMDB Integration Process
CMDB Integration Flow

Types of Integrations

OpsRamp provides two types of integration with ServiceNow: Incident Integration and CMDB Integration.

Category	Incident Integration	CMDB Integration
Description	Perform incident management in ServiceNow based on alerts or incidents generated in OpsRamp. View an OpsRamp incident in ServiceNow (and vice versa).	Discover resources in OpsRamp and populate ServiceNow CMDB. Integrate OpsRamp resources with third-party Configuration Item (CI) entities.
Integration Type	Bidirectional	Unidirectional(from OpsRamp)
Solutions	E-bonding between ServiceNow and OpsRamp to enable navigation between systems for troubleshooting. Ticket auto-generation is defined by alert escalation policy or workflow. Closing an incident in either system triggers closure in the other. Resources are passed (requires CMDB integration).	Resources are pushed to ServiceNow CMDB based on discovery using the integration. Out-of-the-box attribute mappings are managed as part of the ServiceNow integration.
Additional Notes	Every alert is associated with a resource. Use CMDB integer to detect associated resources.	Does not include some details such as relationships and topology.