ServiceNow is a popular IT service management platform for recording, tracking, and managing a company’s enterprise-level IT processes in a single location. In addition to helping you manage your ServiceNow CMDB, Datadog also integrates with ServiceNow IT Operations Management (ITOM) and IT Service Management (ITSM), enabling you to automatically create and manage ServiceNow incidents and events from the Datadog platform. By configuring your Datadog applications for use with ITOM and ITSM, you can reduce the time between when a service issue occurs and when a ServiceNow ticket reaches IT operators and admins, as well as manage your resolution workflow within the Datadog platform.
In this post, we’ll discuss how to:
- Automatically create ServiceNow tickets when alerts are triggered
- Resolve tickets faster with bidirectional syncing and event correlation
- Streamline your incident response with Datadog Incident Management
Automatically create ServiceNow tickets when alerts are triggered
When issues with your IT services and devices occur, alerting your IT team quickly can be critical to securing your network devices and boosting productivity. Using Datadog’s ServiceNow integration, you can automatically create support tickets when your Datadog monitors are triggered and send them to the ServiceNow ticketing queue. From there, your support team will be notified of issues using the communication workflows that you have already established inside ServiceNow.
You can configure your ServiceNow monitor notifications for ITOM and ITSM from within our integration tile, where you can create templates for different ServiceNow instances. Our instance priority mapping feature will automatically assign impact and urgency levels to each of your ServiceNow tickets based on your Datadog monitor’s priority level to help your IT team understand the ticket’s severity and prioritize their response. You can also map other fields such as assignment groups, business service, user, and team to be included within the ServiceNow integration tile using key-value pairs. For a full list of mappable fields, check out our documentation.
After you’ve configured your instance template, all you have to do is mention @servicenow-TEMPLATE_NAME in the alert message or add it to the notification list for that monitor.
Resolve tickets faster with bidirectional syncing and event correlation
Datadog Case Management offers a centralized ticketing and response system to triage, track, and remediate issues. With Datadog’s ServiceNow integration, you can bidirectionally sync your Datadog cases and ServiceNow tickets. This means that, once you’ve configured the integration, any changes to your ServiceNow tickets will automatically be reflected on the corresponding Datadog case, and vice-versa.
With bidirectional syncing configured, you’ll ensure that all remediation updates are synced between Datadog and ServiceNow and that each case responder has equal visibility into the issue at hand. Responders can streamline their case investigation from within Datadog—where they’ll be able to pivot to relevant observability and security data—while automatically updating their ServiceNow tickets to maintain a system of record.
Datadog Event Management will also correlate events from Datadog and third-party systems to ongoing cases, while removing duplicate events to reduce alert fatigue using pattern-based and intelligent recognition. By navigating to your case’s Investigation tab, you can accelerate your troubleshooting by investigating each correlated alert. If the underlying alerts return to a stable state, Datadog will automatically resolve the associated ServiceNow ticket to help your teams stay focused on active issues.
Streamline your incident response with Datadog Incident Management
When incidents arise, you need your teams to respond quickly and efficiently. Datadog Incident Management provides a single source of truth for incident response, alongside tools to triage and assign remediation efforts.
By configuring our integration for ITOM and ITSM, you can conditionally create ServiceNow incidents from Datadog incidents. As with Datadog cases, incidents within Datadog and ServiceNow will stay synchronized. Responders can quickly resolve incidents within Datadog while ServiceNow incidents are automatically updated and maintained for record and audit purposes.
Sync ServiceNow with Datadog
If you’d like to integrate Datadog’s alerting capabilities with ServiceNow, sign up for a 14-day free trial of Datadog. If you’re a Datadog customer, get started by installing the ServiceNow integration and importing our update set, or by installing our app from the ServiceNow app store. By subscribing to updates in the app store, you’ll be notified when new releases are available.
You can learn more about our integration in the documentation for our ServiceNow integration and our blog post on our ServiceNow CMDB integration.
