ServiceNow Incident Management Connector

Create and manage ServiceNOW incidents from Ivanti Automation.

ServiceNow is a software platform that supports IT service management and automates common business processes. This software as a service (SaaS) platform contains a number of modular applications that can vary by instance and user.

The key benefits of the integration are:

• Simplify user interaction with ServiceNow through a single point of interaction: Ivanti Identity Director.
• Reduce user-interaction with service desk. The user can create incident tickets, create accurate reports on their ticket status and even close tickets from Ivanti Identity Director.

Use Cases

Use Case 1: Create a new incident ticket in ServiceNow

This Ivanti Identity Directore enables a user to create an incident in ServiceNow and to provide input for a description of the incident, its impact and its priority. When the incident ticket is successfully created, the incident ticket number is sent to the user via the RES IT Storeweb portal and/or e-mail.

Use Case 2: Query open incident tickets in ServiceNow

This Ivanti Identity Directore enables a user to obtain a list of the current open incident tickets. From the open incident tickets list, a user can enquire for further details about a selected ticket. Further detailed information is sent to the user via the RES IT Storeweb portal and/or e-mail.

Use Case 3: Close incident tickets in ServiceNow

This Ivanti Identity Directore enables a user to obtain a list of the current open incident tickets. From the open incident tickets list, a user can select a ticket and close it, while providing input for a closure note. Detailed information about the closure note is sent to the user via the RES IT Storeweb portal and/or email.

Use Case 4: Record Configuration Changes in ServiceNow

Using this Ivanti Identity Director, pre-approved changes can be logged by opening, updating and closing incidents. Incidents will be logged by ServiceNow, and can then be retrieved from the ServiceNow Reports table.

Sample Ivanti Automation and Identity Director runbooks and services

To use these solutions, first download and install the unpackager tool from here and use it to open the solution.