ServiceNow Integration Pack for System Center Orchestrator
The Kelverion Integration Pack for ServiceNow provides a practical, supported way to connect System Center Orchestrator runbooks with ServiceNow records, requests and workflows.
ServiceNow helps organisations manage enterprise services through digital workflows. In IT Service Management, it provides a unified environment for core processes such as incidents, changes, problems and service requests, helping teams route work, standardise processes, improve visibility and reduce manual effort. Because ServiceNow acts as a system of record for service activity, integration is essential. When alerts, operational tools, automation platforms and asset data can update ServiceNow automatically, service teams gain a more accurate view of what is happening, what action has been taken and what still needs attention.
Typical Automation Scenarios
- Incident Ticket Creation From Monitoring Alerts Automatically create ServiceNow incidents from System Center Operations Manager alerts and enrich tickets with diagnostic information
- Automated Diagnostics and Remediation Launch Orchestrator runbooks when a ServiceNow record is created or updated, then write status updates and outcomes back to the ticket
- Service Request Fulfilment Use ServiceNow requests to trigger standard Orchestrator processes such as access changes, software provisioning, mailbox tasks or server operations
- Joiner, Mover and Leaver Processes Automate repeatable identity, application and infrastructure tasks while keeping ServiceNow records current for audit and reporting
- CMDB Population and Reconciliation Transform infrastructure data from Microsoft System Center and related tools into ServiceNow CMDB updates
- Change and Operational Task Automation Coordinate approved operational changes through Orchestrator while maintaining ServiceNow as the source of service management truth
Benefits at a Glance
- Automate Ticket Handling
Create and update ServiceNow incidents, requests and other records directly from Orchestrator runbooks - Reduce Manual Effort
Remove repetitive service desk tasks such as copying alert data, updating ticket notes or closing records after remediation - Improve Service Visibility
Keep ServiceNow updated throughout diagnosis, remediation and fulfilment so teams can report on the full lifecycle of work - Accelerate Resolution
Trigger Orchestrator runbooks from ServiceNow events or record changes to start diagnostics, routing or remediation automatically - Protect Existing Orchestrator Investments
Reuse existing runbooks while integrating them more deeply with the organisation’s ServiceNow service management processes - Support CMDB Accuracy
Populate or update ServiceNow CMDB records using data gathered from Microsoft System Center and other enterprise management tools
Key Capabilities
- Create, retrieve, update and delete ServiceNow records from Orchestrator runbooks
- Monitor ServiceNow records for new or changed items and trigger automation when conditions are met
- Use ServiceNow REST API integration for modern ServiceNow environments
- Upload and download attachments associated with ServiceNow records
- Run ServiceNow encoded queries to retrieve targeted sets of records
- Insert records into ServiceNow import set tables
- Support CMDB integration using identification and reconciliation approaches
- Work with ServiceNow tables and fields available to the configured Orchestrator user account
Integration Activities
| Activity Name | Description |
|---|---|
| Delete-Record | Remove an existing record from a ServiceNow table |
| Download-Attachment | Download the attachment associated with a ServiceNow record |
| Get-Count | Counts the number of records in a ServiceNow table |
| Get-Records | Retroeves records from a ServiceNow table |
| Identify-and-Reconcile | Upload Configuration Item (CI) data to the Configuration Management Database (CMDB) using the Identification and Reconciliation Engine (IRE) |
| Import-Set | Insert a record into a ServiceNow import set table |
| Insert-Record | Insert a new record into a ServiceNow table |
| Monitor-Records | Insert and/or update ServiceNow records |
| Run-Query | Retrieve records from a ServiceNow table using a ServiceNow encoded query string |
| Update-Record | Update one more more fields of an existing ServiceNow record |
| Upload-Attachment | Upload a file attachment to an existing ServiceNow record |