Downtime isn’t just an inconvenience—it’s a revenue killer that can cost millions and shatter customer trust. While critical incidents pile up in ticketing queues, support teams drown in manual triage, racing against time to spot fires before they become infernos.

Enter the PagerDuty Operations Cloud + ServiceNow integration. ServiceNow excels as a system of record – a requirement for many large enterprises – providing best-in-class ITSM capabilities for tracking and compliance. But when critical incidents strike, organizations need more than just documentation – they need immediate, intelligent action. This is where PagerDuty’s Operations Cloud transforms incident management. PagerDuty brings to the table:

• Market Leadership: With 15 years of pioneering incident response innovation, PagerDuty connects battle-tested incident management expertise to your ITSM environment. This experience translates into faster resolution times and more reliable service delivery.
• Enterprise Trust: It’s no coincidence that nearly 70% of Fortune 500 companies rely on PagerDuty for their most mission-critical operations. These organizations understand that when minutes matter, proven solutions make all the difference.
• Proven results: Using PagerDuty with ServiceNow, organizations see 25% faster resolution times and 28% improved SLAs compared to using just ServiceNow alone based on PagerDuty BVA (business value analysis) data.

This powerful combination allows organizations to maintain ServiceNow’s robust record-keeping while adding PagerDuty’s real-time response capabilities – creating a complete solution for modern incident management.

Here’s how this integration transforms the way teams handle critical incidents.

Machines as the first line of defense

With AI at the forefront of the Pagerduty Operations Cloud, organizations spend less time working on incidents that machines can resolve (considered well-understood) and are only brought in for incidents that need the nuanced skills of humans. These incidents are either partially understood or new and novel. Here’s how we break down the 3 types of critical work:

• New, novel, and major: Brand new incidents, or incidents requiring expert attention. This type of work is responder-led and AI + automation-assisted.
• Partially understood: Teams have seen this before and know potential remediations. This type of work is AI + automation-led and responder-assisted.
• Well understood: Teams have seen this issue before and know exactly what to do. This type of work is 100% AI and automation-resolved.

PagerDuty employs a sophisticated combination of embedded, generative, and agentic AI to deliver automated incident management at scale, assisting responders and even resolving issues without human intervention.

PagerDuty’s AI capabilities supercharge ITSM workflows by:

• Identifying and elevating critical ServiceNow tickets: Use AI to analyze incoming tickets in real-time, ensuring high-priority issues never get buried in the queue and reducing the risk of service-impacting incidents.
• Routing incidents based on business impact: AI evaluates incident context and severity to immediately engage the right teams, eliminating the delays and errors common in manual assignment processes.
• Implementing automated remediation workflows: Pre-configured and AI-deployed automation playbooks can resolve common issues without human intervention, reducing mean time to resolution for routine incidents.

These AI-powered capabilities work together to ensure that teams can focus on strategic priorities rather than getting bogged down by work that AI and automation can do. And, they put PagerDuty above ServiceNow ITSM add-ons that just aren’t cutting it.

Notify is just the first step – PagerDuty goes the extra mile

While ServiceNow’s Notify checks the box of “wakes you up at night,” modern operations require an approach that fits with the way today’s responders want to work. With PagerDuty, teams can work from anywhere, stay connected everywhere, and respond to anything. This means that with the PagerDuty and ServiceNow ITSM integration, when issues come in, teams can:

• Work where they want: Teams can operate in PagerDuty’s specialized incident response environment while automatically enriching ServiceNow with critical incident data. This bi-directional flow ensures complete documentation without sacrificing response speed.
• Execute a mobile-first response: PagerDuty’s 4.8-star rated mobile app enables truly responsive incident management, offering a more robust and user-friendly experience than traditional notification tools like Notify.
• Avoid ticket turmoil: Advanced automation identifies and elevates business-critical ServiceNow tickets, ensuring urgent issues are matched with the right responders immediately – no manual sorting required.

With a platform that goes beyond a ping in the night to full-scale enterprise grade mobilization, PagerDuty ensures that all critical issues are addressed and elevated out of your ServiceNow ticketing queues.

ITOM is the past, PagerDuty is the future

Digital operations have evolved beyond traditional ITOM approaches, requiring solutions that can handle the speed and scale of modern business. While ServiceNow provides a strong foundation for ITIL-based organizations, PagerDuty introduces additional automation and intelligence that enhances the entire incident management lifecycle. With PagerDuty, organizations see:

• See results in a business quarter: Unlike complex ITOM implementations that can take a year or more, PagerDuty starts delivering results out-of-the-box. And, spend less time doing cumbersome maintenance work.
• Built-in automation: Reduce costs and drive efficiency with native automation capabilities that handle routine tasks, letting your teams focus on strategic work. This isn’t just about reducing toil – it’s about maximizing the value of your technical resources.
• AI-enhanced response: Modern incident management requires modern tools. PagerDuty puts the right context at responders’ fingertips through AI-driven insights, enabling faster, more accurate resolution decisions.

This synergy between ServiceNow ITSM and PagerDuty means organizations can maintain their existing ITSM investments while adding powerful new capabilities that accelerate incident resolution and improve operational efficiency. The result is a solution that’s greater than the sum of its parts, delivering value from day one while scaling to meet future needs.

Measuring the business impact

Integrating PagerDuty with ServiceNow is a strategic enhancement that transforms how organizations handle critical incidents. By combining ServiceNow’s comprehensive ITSM capabilities with PagerDuty’s purpose-built incident response platform, organizations can reduce their cost and risk to the business, drive more innovation, and protect customer experiences.

The numbers below, based on customer data, tell the story of what makes PagerDuty the ideal partner for ServiceNow ITSM.

• 25% faster resolution times
• 83% clearer detail & status data 
• 28% improved SLAs
• 63% better data integrity

Ready to supercharge your ServiceNow environment? Learn more here.