About
About ServiceNow
ServiceNow is a leading enterprise service management platform, used by more than 8,400 customers, including over 85% of the Fortune 500. Built on the Now Platform, it unifies IT service management, IT operations, asset management, HR service delivery, customer service, and security operations on a single low-code workflow engine, replacing fragmented ticketing, CMDB, and request fulfilment tools with a consistent record-and-task model.
Core Capabilities
IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM), Customer Service Management (CSM), HR Service Delivery, Security Operations, Governance Risk & Compliance, and the underlying CMDB and Service Catalog.
Deployment
Fully cloud-hosted, multi-tenant SaaS platform with dedicated customer instances. The Business Connector integrates with the ServiceNow Table API and REST API, with no on-premises components required. Authentication uses OAuth 2.0 or basic authentication against a dedicated integration user.
Data Model
Table-based architecture rooted in the Task table, with extended tables for Incident, Change Request, Problem, Service Request, and Request Item. The CMDB stores Configuration Items and their relationships, while alm_hardware and alm_asset model the asset lifecycle. All records support attachments, work notes, assignment groups, approvals, and SLA tracking, all exposed through the Business Connector.
Typical Landscape
ServiceNow typically integrates with monitoring tools, ERP systems (SAP, Oracle, Business Central), HRIS platforms (Workday, SuccessFactors), CRM systems (Salesforce, HubSpot), identity providers (Okta, Azure AD), and asset discovery tools.
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System Objects
System Objects Covered
The System Connector covers the following ServiceNow objects, providing secure API-level access and enabling seamless CRUD operations.
Notification
Outbound notifications generated by ServiceNow events. Recipient list, subject, body, and the triggering record reference for audit and replay.
Incident
Unplanned interruptions or quality reductions in IT services. Includes caller, category, priority, impact, urgency, assignment group, work notes, and resolution details.
ChangeRequest
Planned additions, modifications, or removals to the IT environment. Change type (standard, normal, emergency), risk and impact, CAB approval state, planned start/end, and implementation plan.
Problem
Root-cause records linking one or more related incidents. Problem statement, known errors, workaround, root cause analysis, and resolution code.
ServiceRequest
Parent record for catalog requests submitted through the Service Portal. Requested-for user, requested-by user, approval state, stage, and total catalog value.
RequestItem
Individual line items on a service request, one per ordered catalog item. Catalog item reference, quantity, variables, fulfilment stage, and assignment group.
User
User records representing employees, contractors, and external users. Identity, email, manager, department, location, roles, and group memberships.
ConfigurationItem
Item records for any logical or physical IT component: servers, applications, databases, network devices, services. Relationships, attributes, and discovery source.
HardwareAsset
Hardware records covering the financial and lifecycle dimension of physical assets. Asset tag, serial number, model, purchase and warranty dates, cost, state, and assigned user.
Task
Generic task records and the parent table of incidents, change requests, problems, and request items. Used for ad-hoc work items, approval tasks, and fulfilment tasks.
What Lives Under One Roof
What you can do with this connector
All natively built, All sharing OES data model. All accessible from one workspace.
Monitoring-to-Incident Automation
Alerts raised in any observability platform flow into ServiceNow as incidents with the right priority, assignment group, and configuration item attached, eliminating manual triage and noisy email floods.
Bi-directional CRM Case & Incident Sync
Customer-reported issues logged in Salesforce or HubSpot are mirrored as ServiceNow incidents for IT/operations teams. Status updates, work notes, and resolution details flow back to the originating CRM case, giving the customer-facing rep full visibility.
CMDB Synchronisation
Configuration Items and hardware assets discovered in ERP, asset discovery, or cloud provider tools propagate into the ServiceNow CMDB and ITAM module. Relationships, owners, and lifecycle states stay consistent across source-of-truth systems.
Service Catalog to ERP Procurement
Service Requests and Request Items submitted in the ServiceNow portal flow into your ERP (SAP, Business Central, NetSuite) as purchase requisitions or sales orders. Procurement, approval, and receipt updates sync back so requesters can track fulfilment in ServiceNow.
HR-to-User Provisioning
New-hire, transfer, and termination events from Workday or SuccessFactors automatically create, update, or deactivate sys_user records in ServiceNow, with correct department, manager, location, and group assignment, so access requests route accurately from day one.
Notification Distribution to Collaboration Tools
ServiceNow notifications for high-priority incidents, change approvals, and SLA breaches are routed to Microsoft Teams, Slack, or email channels with the right context, keeping responders informed without forcing them into the ServiceNow UI.
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