Extend the Power of Your Teams With PagerDuty’s ServiceNow Integration Update

by Rebecca Pilcher August 25, 2020 | 3 min read

What’s New With PagerDuty and ServiceNow?

You asked and we’re delivering! We’re introducing several new and exciting features to PagerDuty’s ServiceNow integration that you, our customers, have requested.

Our most anticipated new feature utilizes ServiceNow CMDB (Configuration Management Database) data to easily build service hierarchies in PagerDuty through business service dependencies. This data helps responders to better understand the upstream impact of incidents as they arise, with the ability to fetch and provision business and technical service dependencies from ServiceNow CMDB into PagerDuty. Armed with this information, responders and stakeholders can understand exactly which impacted technical services are in turn impacting business services during ongoing incidents.

With this update now available to users within the ServiceNow platform, we ensure a single system of record by automating actions, updates, and notes across systems. An integrated, single system of record enables responders to leverage several capabilities without needing to leave the ServiceNow platform, including sending status updates, adding responders, and enabling priority-based escalation policies. This allows the right escalation policies to be triggered to ensure the appropriate responders are notified for an assignment group. It also ensures that status updates created in ServiceNow push to the relevant incident through PagerDuty, which then informs the appropriate stakeholders.

Additionally, new capabilities within the ServiceNow dashboard now reflect real-time PagerDuty insights without the need to switch between platforms—saving you time as you work on resolving issues. Users now have the ability to run PagerDuty response plays from within ServiceNow. Responders can also leverage PagerDuty’s business response capabilities to keep stakeholders up-to-date on business- and customer-impacting incidents.

Seamless integration with PagerDuty’s collaboration tools integrations is also a feature in this updated version 7, enabling incident commanders to quickly spin up a meeting conference bridge for streamlined communication. PagerDuty’s one-touch-to-join capabilities, combined with the power of creating collaborative meetings on demand—all within the ServiceNow dashboard—can help reduce the time it takes to assemble your teams, improve mean-time-to-resolve, and help preserve the customer experience.

Why We’re Better Together

PagerDuty’s updated ServiceNow integration enhances utilization of the ServiceNow platform by incorporating real-time actions and bridging the communication gaps between engineering and DevOps teams, as well as the central IT team’s ability to share data bi-directionally across teams.

PagerDuty gives ServiceNow customers the ability to drive more effective incident response while increasing visibility and accountability throughout the incident lifecycle. PagerDuty extends ServiceNow’s incident response process with a best-of-breed platform focused on not just accelerating incident response, but also orchestrating business-wide response, improving team collaboration, and leveraging predictive and actionable insights to improve processes.

ServiceNow users can also take advantage of PagerDuty’s Event Intelligence capabilities, which combines artificial intelligence and machine learning with human response behavior to reduce alert noise across your ITOps and DevOps tool stack and provide full context surrounding incidents. ServiceNow can remain as your system of record while PagerDuty automatically engages the right resource with the right information—driving greater ServiceNow utilization across your organization.

Curious to learn more? Check out the full integration guide.