ServiceNow ITSM
This integration is designed for SHI customers that use ServiceNow ITSM for their internal support and wish to offload a portion of that support to SHI, but who do not want to alter the existing processes by which their users access support services. Once the integration is configured:
- incidents that originate in ServiceNow are synced in near-real time to the SHI Managed Service Platform where they will be handled by SHI staff
- the customer can control which incidents are routed to SHI and which incidents continue to be handled internally
- a bi-directional sync between the SHI Managed Service Platform and ServiceNow ensures that as the request is handled the originating user is kept in the loop
- You are already using ServiceNow ITSM as part of your support processes
- You have a contract with SHI that includes support (e.g., SHI Complete, SHI Expert Support)
- You are willing to grant SHI write access to the following ServiceNow APIs
- Table API (for Incidents)
- Attachment API
ServiceNow Information Technology Service Management (ITSM) is a set of workflows and tools for developing, delivering and managing IT services. ITSM is used to handle incidents, service requests, problems and changes – all of which are typically linked through an ITSM platform such as ServiceNow.
Pricing for ServiceNow ITSM itself varies wildly depending on a host of factors related to the customer’s environment, but for customers that have ServiceNow ITSM there is no additional ServiceNow cost to access the APIs needed to implement this integration.
Pricing for this integration from SHI depends on the customization required. Pricing is based on an initial configuration fee and an ongoing support fee.
The following fields are part of a two-way sync between ServiceNow and the SHI Managed Service Platform (changes in either system will be reflected in the other system):
- Priority (updated in ServiceNow via Impact and Urgency)
- State/Status
- Close Code
- Close Notes
- Short Description/Title
- Description
- Comments
- Work Notes
The following fields are synced from ServiceNow to the SHI Managed Service Platform, but not back:
- Sys ID
- Incident Number
- Caller ID
- Email
- Contact Name (if supplied)
- Contact Number (if supplied)
- Opened By Name (if supplied)
- Opened By Email (if supplied)
- Opened By Number (if supplied)
In addition, the following ServiceNow fields may be used when the SHI Managed Service Platform ticket is initially created:
- Category
- Subcategory
Changes in ServiceNow are sent to SHI in near-real time (typically <15 seconds). Changes on the SHI side are reflected in ServiceNow within 5 minutes.
If you already collect customer survey data for requests in ServiceNow, SHI asks that you share that data with us for tickets that we handle. If you don't already collect customer survey data SHI will collect it directly and share it with you.
To set up the integration we will need the list of possible values/labels for several dropdown fields in ServiceNow. Including this information with the initial request will expedite the configuration process. Those fields are:
- Priority
- Impact
- Urgency
- State
- Close Code
- Category
- Subcategory
Ask your SHI technical account manager or service delivery manager to initiate the integration process. They will need to:
- Go into SHI One and navigate to Support -> New Request -> Service Request -> Help with SHI One
- For Category select System Access
- For Subject, write “New ServiceNow Integration”
- For Description, include:
- Required:
- Name of the account
- AX number for the account
- Name of the contract with which requests should be associated
- Name and email address of the technical contact for ServiceNow at the customer
- Optional:
- The information listed in the Prerequisites section above
- DO NOT include account or credential information for SHI to use with ServiceNow in the initial request. That information will be obtained from the technical contact via a secure mechanism as part of the setup process.
- Click Submit
A member of the SHI One development team will keep you updated on progress during the integration implementation.
Before the integration can go live, you will need to modify your ServiceNow environment to:
- Send data for selected incidents to SHI when the incident is created or updated
- Previous customers have done this using the Outbound REST Message functionality in ServiceNow
- Send attachments to SHI when they are added to a synchronized incident
Detailed technical documentation that explains how to call the SHI API will be provided to your technical contact once the New ServiceNow Integration request is submitted.
