Integrate ServiceNow with PagerDuty to Improve Major Incident Management Response Times

Many organizations are becoming increasingly decentralized in their technology operations as application development moves out from central IT and restructures as line-of-business software teams. These distributed teams often have their own toolchains and incident response processes, which creates a lack of visibility for central teams. This in turn can make it extremely difficult to coordinate major incident management (MIM) response across the multiple technical teams and business teams that need to be informed.

Just as DevOps & SREs need direct monitoring visibility, self-service capabilities, and improved context to own their services, central IT teams also require operational visibility into line-of-business software team environments in order to keep a pulse on what’s happening across the entire enterprise and provide better coordination when incidents occur.

This eBook addresses how PagerDuty can help central IT with a bi-directional ServiceNow integration that enriches the system of record with a deeper level of incident response data, while also offering recommendations to central teams for new services and dependencies mapped in the platform. This eBook covers how using ServiceNow with PagerDuty can help you:

  • Leverage CMDB data to ensure consistency across the system of record in ServiceNow
  • Gain visibility and context for all incidents and actions taken by users outside of the platform
  • Connect incidents and alerts with the right team(s) to mobilize in the event of a major incident
  • Drive down the time to respond and cost of response by leveraging automated diagnostics and self-healing when possible

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"The PagerDuty Operations Cloud is critical for TUI. This is what is actually going to help us grow as a business when it comes to making sure that we provide quality services for our customers."

- Yasin Quareshy, Head of Technology at TUI