Work goes outITSM & CMDB
ServiceNow
Opens remediation work in ServiceNow and reads your CMDB back, so a finding arrives with the business service, the support group and the criticality your organisation already agreed on.
What the connector does
- Incidents or change requests raised from findings, per your routing rules
- Bidirectional state: a closed record moves the finding into verification, not into closed
- CMDB enrichment — business service, support group, environment and criticality read onto assets
- Manual overrides on an asset are never overwritten by a later sync
Credential required
A ServiceNow user with permission to create and read the tables you name. Read-only on the CMDB.
What this connector is for
Two jobs, and they are worth naming separately. Outbound, ServiceNow is where remediation work belongs in most large organisations. Inbound, its CMDB already holds the answer to questions the platform would otherwise have to guess at: which business service an asset supports, which group supports it, and how critical the organisation considers it.
What is delivered
An incident or a change request per finding, in the table and with the fields your routing rules choose. The record carries the finding's priority and deadline; state changes travel back, and a closed record puts the finding into verification rather than closing it outright.
What is read back
Configuration items matched to the platform's own assets, contributing business service, support group, environment and criticality. Anything a person set by hand on an asset stays set — a manual override is a human decision, and a nightly sync that overwrites it teaches everybody to stop making them.
What you have to grant
A user that can create records in the tables you name and read the CMDB. The CMDB side is read-only: nothing this platform learns is written back as a configuration item.