Top ServiceNow Integration Use Cases

In today’s complex business landscape, the need for enterprise system integrations has become paramount. As companies grow and diversify, they often acquire multiple specialized software systems to manage various aspects of their operations. However, this fragmented approach can lead to data silos, inefficient processes, and a lack of cohesive insights. 

Enterprise system integrations bridge these gaps by facilitating seamless communication and data exchange between different systems. By integrating IT Operations Management (ITOM) and IT Service Management (ITSM) systems, companies can achieve a unified view of their IT infrastructure, streamline workflows, and enhance overall efficiency. This allows organizations to optimize resource allocation, automate tasks, improve decision-making, and deliver better services to both internal and external stakeholders. Leveraging the power of ITOM and ITSM integration has become crucial for companies seeking to remain agile, responsive, and customer-centric in their operations.  

ServiceNow is one of the most sought-after tools that combines ITOM with ITSM functionalities. With approximately 40.1% market share of the entire ITSM market, ServiceNow allows IT teams to use it as a single solution rather than choosing separate IT Operations Monitoring and IT Service Monitoring solutions. 

Enterprises integrate ServiceNow for several compelling reasons:

•  Centralized IT Service Management: ServiceNow provides a centralized platform for managing IT services, incidents, requests, changes, and problems. By integrating ServiceNow, enterprises can streamline their IT service management processes, ensuring a consistent and standardized approach to handling IT-related tasks.
• Efficient Asset Management: Through integration with IT asset management systems, ServiceNow helps enterprises maintain an up-to-date inventory of hardware and software assets. This integration ensures better asset tracking, compliance, and optimized resource allocation.
• Seamless Incident Management: Integration with monitoring and event management tools allows ServiceNow to automatically create incidents based on predefined triggers. This integration accelerates incident response and minimizes downtime.
• Integrated Change Management: By integrating with version control and deployment tools, ServiceNow can streamline change management processes. This ensures that changes are well-documented, controlled, and coordinated across the IT infrastructure.
• Improved User Experience: ServiceNow offers a user-friendly interface for employees to log incidents and service requests. Integration with other systems ensures a seamless user experience and reduces the need for users to interact with multiple applications.
• IT Cost Optimization: Through integration with financial management systems, ServiceNow enables better tracking and management of IT costs. This integration helps enterprises optimize their IT spending and align it with business priorities.
• Compliance and Security: ServiceNow’s integration with security and compliance tools enhances an organization’s ability to identify and respond to security threats. This integration ensures compliance with regulatory requirements and industry standards.

There are plenty of functionalities a proper integration solution must facilitate so that enterprises can get the best of their ServiceNow integration on every level. But there are some essential characteristics such as: 

• Seamless Connectivity: A perfect ServiceNow system integration solution should seamlessly connect and interact with various systems, databases, applications, and services that may exist in the IT infrastructure.
• Flexibility and Customizability: The ideal ServiceNow integration solution should be highly flexible and easily customizable to adapt to unique business requirements. It should allow the ServiceNow users to configure integration workflows, transformations, and mappings to match specific use cases without requiring extensive coding.
• Robust Security and Compliance: The perfect integration solution should offer strong data encryption, secure access controls, and compliance with industry standards and regulations to protect sensitive information during data exchange.
• Scalability and Performance: A top-notch ServiceNow integration tool should be able to handle large volumes of data and transactions efficiently. It should be scalable to grow alongside the organization’s needs and maintain optimal performance even during peak usage.
• Monitoring and Error Handling: Ideally, the chosen integration solution should provide real-time monitoring and comprehensive error-handling capabilities. It should offer detailed logging and alerts to enable quick identification and resolution of integration issues, minimizing downtime and data loss.

Explore our ServiceNow integrations. 

ZigiOps is a 100% no-code integration platform, ensuring complete safety as it refrains from saving any data from the connected systems. This feature makes it a perfect choice even for non-technical users. There is no requirement for additional coding or resource allocation during deployment. 

The platform facilitates seamless bi-directional integrations among some of the most popular systems available, including BMC, Salesforce, Jira, Jira Product Discovery, Splunk, Cherwell, GitHub, Bitbucket, Micro Focus, SAP, and more.  

With its enhanced customization capabilities, ZigiOps is the ideal solution for businesses aiming to expand and scale their performance. As a ServiceNow partner, the ZigiOps no-code platform proves especially suitable for ServiceNow integrations with ITSM, ITOM, Cloud, or CRM solutions. The ZigiOps platform offers advanced customization features, allowing users to tailor integrations to their specific requirements. Additionally, a library of ready-to-use pre-built integration templates is available for immediate use. 

Explore ZigiOps functionalities and discover why many Fortune 500 companies choose it. 

A comprehensive, multi-tier platform like ServiceNow easily pairs with different systems such as Micro Focus OpsBridge Manager, Jira, Azure DevOps, Jira Product Discovery, BMC Remedy, Salesforce, and Cherwell. ServiceNow to ServiceNow integration (also known as eBonding) is another common use case scenario. Let’s take a look at them. 

The ServiceNow integration with Jira is a common occurrence in companies from different niches and sizes. The reason behind it is the company’s needs to easily transfer crucial business data such as events, incidents, change requests, and service requests between the IT teams and synchronize them in real-time. Furthermore, the ServiceNow integration with a sophisticated and equally diverse solution such as Jira, allows different departments to work with tools of their choice without worrying they’ll have to switch back and forth between them.  

There is more than one reason (use case) that calls for a ServiceNow integration with Jira. For example:    

• Transfer a ServiceNow incident as a Jira task   
• Transfer a ServiceNow problem as a Jira bug   
• Transfer a ServiceNow SC task as a Jira task 
• Transfer a ServiceNow Change/Service requests as a Jira tasks 
•  Transfer ServiceNow tables as a Jira tasks 

Let’s take a peek on some of the most popular use case with ServiceNow integration with a DevOps tool like Jira:  

The typical integration between Jira and ServiceNow primarily focuses on incident management and bug tracking. To illustrate this, imagine a scenario where the company’s helpdesk team (using ServiceNow ITSM) receives a notification regarding a new incident in their ServiceNow queue.

The help desk proceeds to investigate the incident, examining its root causes and related information. The incident is determined to be a software bug. In order to resolve it, the ServiceNow team automatically forwards it to the DevOps team in Jira.

Once the development team (on the Jira side) completes the remediation, the help desk is promptly notified of the issue’s resolution and provided with all relevant details. 

Benefits of the ServiceNow integration with Jira:

• Streamlined Incident Management: Incidents and issues can be seamlessly tracked and managed between ServiceNow and Jira, allowing for a more organized and efficient incident resolution process. 
• Efficient Bug Tracking: Software bugs identified in ServiceNow can be automatically transferred to Jira for the development team’s attention and swift remediation. 
• Enhanced Communication and Collaboration: Integration fosters better communication and collaboration between different teams, such as the help desk and DevOps, leading to quicker issue resolution. 
• Real-time Data Accessibility: Historical customer-related data and information become instantly accessible in real-time, providing a holistic view of incidents and tasks for informed decision-making. 
• Faster Data Transfer: The integration enables faster data transfer between the two systems, reducing manual efforts and potential errors associated with manual data entry. 
• Improved Customer Experience: By streamlining incident management and issue resolution processes, the integration ultimately leads to an improved client experience. 
• Optimized Workflows: Integrating ServiceNow with Jira allows for the optimization of workflows, making them more efficient and ensuring that tasks are completed promptly. 
• Synchronized Information: With the integration, information in both systems stays synchronized, reducing discrepancies and ensuring teams are working with accurate and up-to-date data. 
• Centralized Management: By integrating ServiceNow with Jira, organizations can achieve centralized management of IT and business processes, leading to better control and visibility. 
• Automation and Efficiency: The ServiceNow integration with Jira facilitates the automation of repetitive tasks, reducing manual intervention and improving overall efficiency. 

Among the numerous tools available, Azure DevOps and ServiceNow stand out as the top choices for enterprises seeking to manage incident management and DevOps pipelines. Integrating ServiceNow with Azure DevOps presents a valuable opportunity for companies to elevate productivity, foster seamless cross-team collaboration, expedite issue resolutions, and effectively eliminate bottlenecks in their workflows. 

The reason behind the ServiceNow integration with Azure DevOps lies in the data that companies aim to transfer: 

• Azure DevOps Work Items as ServiceNow Incidents 
• Azure DevOps Issues as ServiceNow Incidents 
• ServiceNow Incidents as Azure DevOps Issues 
• ServiceNow Requests as Azure DevOps Tasks 

Here’s one of the most common use case scenarios for ServiceNow integration with Azure DevOps. An enterprise has two teams – each of them separately using ServiceNow and Azure DevOps. One of those teams, the service desk team, is notified about a new incident in their ServiceNow instance. The team investigates the issue. They soon find out that the problem is a software bug. To resolve it, they need the help of the DevOps team. 

Once the developer (on the Azure DevOps side) fixes the bug, the DevOps team updates the incident in the ServiceNow instance. The end customer then receives a notification that their problem is resolved. 

Much like the integration with Jira, the ServiceNow integration with a sophisticated platform like Azure DevOps brings a lot to the table for its enterprise users:  

• Seamless Collaboration Between Teams: The integration fosters smooth communication and collaboration between the service desk team using ServiceNow and the development team using Azure DevOps. This cohesive approach ensures that all teams stay aligned and work together efficiently. 
•  Accelerated Issue Resolution: By automating the process of logging and synchronizing incidents and issues between ServiceNow and Azure DevOps, the integration significantly speeds up the resolution process. This automation reduces manual efforts and potential delays. 
• Elimination of Information Silos: The integration eliminates information silos by synchronizing data between ServiceNow and Azure DevOps in real-time. This ensures that all teams have access to the most up-to-date and relevant information, leading to better decision-making. 
• Improved Application Lifecycle Management (ALM): The flow of information and updates between ServiceNow and Azure DevOps becomes seamless. This streamlined ALM process enhances efficiency and overall project management. 
• Enhanced Productivity and Efficiency: The ServiceNow Azure DevOps integration optimizes workflows, reduces manual data entry, and automates repetitive tasks. This leads to increased productivity and efficiency across both IT and development teams. 

Companies often integrate ServiceNow and Cherwell/Ivanti, two popular IT service management (ITSM) platforms, to achieve various benefits and improve their overall IT operations. Additionally, the ServiceNow integration with Cherwell helps during organizational transitions or mergers to unify IT processes smoothly. 

With the help of a successful ServiceNow integration with Cherwell, enterprises’ IT departments easily send back and forth and sync the following data:  

• Cherwell Incidents as ServiceNow Incidents 
• Cherwell Change Requests as ServiceNow Change Requests 

It’s better to understand the importance of the ServiceNow integration with an ITSM system like Cherwell by getting an insight into a common use case.  

Our service desk team received an incident in ServiceNow for an issue that needs to be present in Cherwell. They have to find the cause of it and resolve it as soon as possible so that it does not affect the end-user experience. It turns out it needs to be investigated thoroughly by the Cherwell team. Once the ServiceNow issue is logged into the Cherwell instance with its ID and corresponding details, remediation may begin. 

The Cherwell/Ivanti team will have an instant view of it, along with all the necessary fields.  

Once the team has made some progress on the issue, they will update the incident’s status, and description, and add a comment. All that will be automatically updated in ServiceNow, so the service desk team will have the latest data about this specific issue. 

As a result of a ServiceNow integration with a ITSM solution like Cherwell, companies benefit from: 

• Centralized IT Service Management: Integration allows companies to create a centralized and unified IT service management platform. This reduces duplication of efforts and provides a consistent view of IT assets, incidents, and service requests.
• Data Synchronization in Real-time: Cherwell and ServiceNow integration ensures that data between the two platforms stays synchronized in real-time. Updates made in one system are automatically reflected in the other, maintaining accurate and up-to-date information. 
• Enhanced Collaboration and Efficiency: The integration fosters better collaboration and communication between different teams within the organization. This includes the service desk team, IT operations, and other stakeholders, leading to more efficient workflows and issue resolution. 
• Seamless Process Automation: By integrating Cherwell and ServiceNow, companies can automate and streamline various IT processes, reducing manual efforts and improving overall efficiency. 
• Leveraging Platform Strengths: Each platform may have unique strengths and features. Integrating both systems allows companies to leverage the best aspects of each platform while maintaining their preferred choice for IT service management. 
• Improved Service Delivery: With data synchronization and streamlined processes, companies can enhance their service delivery, respond faster to incidents, and improve overall service levels for end-users.
• Business Continuity and Redundancy: Integration provides redundancy, ensuring business continuity during system downtime or maintenance. In case of disruptions in one platform, operations can continue seamlessly through the other. 
• Flexibility and Customization: Companies can customize the integration to align with their specific business processes and requirements, ensuring a tailored solution for their unique needs. 

The integration of ServiceNow ITOM and Micro Focus OpsBridge is essential for optimizing IT operations and topology management. By combining OpsBridge’s monitoring capabilities with ServiceNow’s ITOM features, organizations can gain a holistic view of their IT infrastructure and respond swiftly to issues. The ServiceNow integration with OBM enables seamless data transfer and bidirectional synchronization, fostering collaboration among IT teams and ensuring real-time updates. This results in improved service delivery, reduced downtime, and enhanced decision-making, ultimately leading to a more efficient and reliable IT environment. The type of data mostly transferred is:

• ServiceNow Configuration Items (CIs) as OBM (uCMDB) topology 

 For a better overview of the case, let’s imagine the situation: A company has incorporated both ServiceNow and Micro Focus OpsBridge Manager (OBM) into its IT infrastructure. The idea behind it is to get the best of the CMDB that allows them to monitor critical issues and resolve them timely. This is possible due to the fact that both teams share seamless information and can perform granular observation on the accumulated data. This would allow the two IT teams to tailor their actions and internal activities in accordance to the company’s business needs. The ServiceNow team gets notified about a new cmdb_ci_server Configuration Item (CI) present in their instance, but not in Micro Focus OBM. And it should be. This requires the team to transfer it faster to the OBM’s instance. Once inside the other instance, the OMB team can start working on it. This keeps the two teams in sync in real-time and helps them shape the right business strategy that ensures expansion and success. Topology is easily shared between the two systems, making it possible for their teams to stay aligned on important tasks and operations. 

Benefits if the ServiceNow integration with Micro Focus OpsBridge Manager (OBM) 

• Comprehensive Visibility: The ServiceNow integration brings together the monitoring capabilities of OpsBridge Manager and the ITOM features of ServiceNow, providing a comprehensive view of the entire IT infrastructure. This unified visibility enables IT teams to quickly identify and understand the relationships between various components, applications, and services, leading to better decision-making and more efficient incident management.  
• Proactive Problem Resolution: The combination of real-time monitoring data from OpsBridge Manager and ServiceNow’s powerful event correlation and analysis capabilities allows for proactive problem resolution. IT teams can identify potential issues before they escalate into major incidents, enabling them to take preventive actions and minimize the impact on IT services.  
• Enhanced IT Service Delivery: The integration facilitates seamless communication between OpsBridge Manager and ServiceNow, enabling bidirectional synchronization of data. This leads to improved collaboration between IT teams, faster response times to incidents, and a more streamlined IT service delivery process. Additionally, the ServiceNow integration with OBM promotes data consistency and accuracy, reducing the risk of errors and enhancing the overall service quality. 

The ServiceNow integration with another ServiceNow instance is not an unusual situation. eBonding allows organizations to establish bi-directional communication channels for sharing information and automating processes across ServiceNow instances or external systems. This capability is particularly useful when two organizations, departments, or teams are using separate ServiceNow instances and need to collaborate or exchange data effectively. 

With eBonding, incidents, service requests, or other data can be shared between different ServiceNow instances or systems in real-time, enabling smooth collaboration and streamlined workflows. The integration can be configured to ensure data consistency and validation checks to maintain data integrity. Companies utilize the ServiceNow integration with another ServiceNow instance for tickets transfer: 

• ServiceNow issues as ServiceNow tickets
• ServiceNow tickets as ServiceNow incidents 
• ServiceNow incidents as ServiceNow problems 

ServiceNow integration with another ServiceNow instance (eBonding) use case  

A popular reason for a ServiceNow eBonding (ServiceNow integration with another ServiceNow instance) is to log incidents as problems from one ServiceNow instance to another. 

The company’s help desk is notified about a newly created incident in the ServiceNow queue. They need to investigate the root cause and find a way to resolve the issue instantly. Upon thorough research, the ServiceNow team finds that there is an urgent need to address the underlying problem. The resolution lies in the hands of the company’s development team. So, the helpdesk needs to immediately transfer their ServiceNow issue (along with its corresponding details) to the development department. Once the problem is solved, the help desk team receives a notification. 

You can dive deeper into the ServiceNow-to-ServiceNow integration by checking our eBonding article. 

The integration of ServiceNow with itself (ServiceNow-to-ServiceNow integration) offers several benefits that enhance IT service management and overall business operations: 

• Centralized Data and Processes: Integrating multiple ServiceNow instances allows for a centralized view of data and processes. This streamlines IT service management and ensures consistency and standardization across different teams or departments. 
• Improved Collaboration: ServiceNow integration fosters better collaboration and communication between different business units or teams using separate ServiceNow instances. It enables efficient sharing of information, seamless workflows, and faster issue resolution. 
• Efficient Incident Management: With integration in place, incidents can be automatically routed and escalated between different ServiceNow instances, reducing manual efforts and response times. 
• Optimized IT Asset Management: Integration enables a unified view of IT assets across instances, making it easier to track and manage assets throughout their lifecycle. 
• Data Consistency and Accuracy: Data synchronization between ServiceNow instances ensures that information remains consistent and up-to-date across the organization. 
• Streamlined Change Management: Changes and updates made in one ServiceNow instance can be automatically reflected in connected instances, streamlining change management processes and avoiding discrepancies. 
• Enhanced Reporting and Analytics: With integrated data, reporting and analytics become more comprehensive, allowing for better insights and informed decision-making. 
• Cost Optimization: By leveraging integration, organizations can avoid duplication of efforts and reduce the need for additional resources to manage multiple ServiceNow instances. 
• Improved Customer Experience: Integration leads to faster and more efficient service delivery, enhancing the overall customer experience and satisfaction. 
• Increased Automation: With ServiceNow-to-ServiceNow integration, various processes can be automated, reducing manual intervention and enabling more efficient workflows. 

Companies often integrate CRM and ITSM systems to streamline customer support and IT service processes, providing a unified and seamless experience to customers. This allows for a holistic view of customers, enabling personalized service, efficient issue resolution, and data-driven decision-making, leading to improved customer satisfaction and overall business success. The best example of this is the ServiceNow integration with a comprehensive CRM solution like Salesforce. 

Consequently, the ServiceNow integration with Salesforce results in faster resolution of customer issues, leading to two immediate benefits: enhanced customer retention and increased levels of customer satisfaction (CSAT).

The ServiceNow integration with Salesforce is a frequent result of the IT teams’ need to transfer: 

• Salesforce (Case) as a ServiceNow (Incident) 
• Salesforce (Case) as a ServiceNow (Request) 

Onto the most popular use case scenario: A company uses both Salesforce and ServiceNow. The main reason is to handle customer issues faster and ensure CSATs remain at a high level all the time. 

A company has both Salesforce and ServiceNow embedded into its IT infrastructure. They are used for handling tickets and various service requests. The Salesforce team is notified about a new case that’s logged into their instance. After looking into it, the customer service team concludes that they’ll need the assistance of help desk team. That means the Salesforce case has to be logged as an incident or a rquest in ServiceNow. If there is a two-way integration, the opposite is also possible.   

ServiceNow entities (tasks, incidents, problems) get transferred to Salesforce along with all their necessary details as cases.    

Those Salesforce Cases allow advanced filtering by time, support lifecycle, and other fields. Correlation information, a significant part of any integration process, gets stored in a custom field(s).   

Whenever there are changes in the ServiceNow incident, the relevant case in Salesforce is automatically updated and vice versa.   

Here are the top benefits of the ServiceNow integration with Salesforce:

• Seamless Customer Experience: Integration allows for a unified view of customer data, enabling seamless customer experiences. Support teams can access relevant Salesforce data while handling service requests in ServiceNow, ensuring personalized and efficient support. 
• Efficient Issue Resolution: Integration streamlines workflows by automatically creating service tickets in ServiceNow based on customer cases in Salesforce. This accelerates issue resolution and ensures that customer inquiries are promptly addressed. 
• Enhanced Sales and Service Collaboration: Integration fosters better collaboration between sales and service teams. Both departments can access and share real-time customer information, leading to improved cross-functional communication and aligned customer engagement. 
• Data-Driven Decision Making: By combining Salesforce customer data with ServiceNow service data, organizations can gain comprehensive insights. This data-driven approach enables informed decision-making, better customer engagement, and opportunities for continuous improvement. 

Check out our ServiceNow Salesforce integration benefits article for more detailed information. 

A recent addition to the Atlassian family, Jira Product Discovery steadily takes pace and becomes a sought-after solution. Through Jira Product Discovery’s use, enterprises gather user feedback, conduct research, and perform experiments to make data-driven decisions, ensuring that the final product meets customer expectations and delivers value to the market. It serves as a valuable tool for agile product development teams to continuously learn, adapt, and deliver successful products that align with business goals. Because of all this, it’s no wonder that is often seen paired with ServiceNow. 

In fact, the ServiceNow integration with Jira Product Discovery has become a popular one in recent times. And it’s used to transfer the following data between the connected systems:  

• Jira Product Discovery (Ideas) as ServiceNow (Incidents) 
• ServiceNow (Incidents) as Jira Product Discovery (Ideas) 

If there is one most executed use case scenario, regarding the ServiceNow integration with Jira Product Discovery, it is for transferring incidents from ServiceNow to Jira Product Discovery and log them as ideas. The company’s helpdesk team is alarmed about a new incident in their ServiceNow queue. Upon looking into it, they discover that it is about a customer feedback regarding a newly developed product feature. It’s important so the feedback must be logged into Jira Product Discovery for the project manager to handle. New updates in the ServiceNow incident are immediately added into the Jira Product Discovery idea. 

After the Jira Product Discovery idea is updated, the changes are available on the ServiceNow side, too. This way the customer can receive actual info on the status of the feature and when it will be launched. 

Advantages of the ServiceNow integration with Jira Product Discovery are: 

• Seamless Issue Tracking: The integration enables seamless issue tracking and resolution between Jira Product Discovery and ServiceNow. Product-related incidents identified during the discovery process can be seamlessly transferred to ServiceNow for IT teams to handle, ensuring a smooth and efficient process. 
• Improved Cross-Team Communication: The integration facilitates better communication and alignment between product development and IT service teams. Through shared information and updates, both teams can work cohesively towards common goals, fostering a culture of collaboration and synergy. 
• Reduced Duplication of Efforts: By integrating ServiceNow and Jira Product Discovery, organizations can avoid duplication of efforts and redundant data entry. This streamlines workflows, minimizes manual intervention and enhances overall operational efficiency. 
• Enhanced Visibility: With the integration, product-related incidents and service requests are centrally managed, providing a comprehensive view of product development and support processes. This visibility enables teams to prioritize tasks, allocate resources effectively, and make informed decisions. 

In a data-driven business world, ServiceNow integrations are essential. They allow organizations to connect various systems and tools, creating a unified and efficient IT environment. Integrating ServiceNow with other applications, such as monitoring tools or customer relationship management (CRM) systems, enables seamless data exchange, streamlines processes, and enhances overall productivity. These integrations foster automation, collaboration, and data consistency, empowering businesses to deliver better services, resolve incidents faster, and make data-based decisions. 

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