The ServiceNow Integration (2.0)

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The ServiceNow and VictorOps integration just got a little bit stronger. Combined, you can create a robust system for end-to-end alerting, ticketing, and incident management. Incident response, transparency, collaboration, and accountability are all enhanced while working with the newest updates to the VictorOps and ServiceNow integrations. No matter your team or organizational structure, both IT and DevOps teams can improve incident workflow and ticket management.

VictorOps can centralize your monitoring, alerting, and response information–all in one location–while also allowing you to automatically create and update ServiceNow tickets based off of incident severity and status in the VictorOps timeline.

How it Works

Through one or more of our monitoring integrations, you can set thresholds and automate alerts coming into the VictorOps timeline. From there, you can route alerts and notify on-call engineers based on customized on-call schedules, rotations, escalation policies, and personal paging policies.

Also, with the transmogrifier, alerts can be transformed or customized as they come into VictorOps. The transmogrifier adds context and makes incident resolution easier. In one place, an on-call engineer can see all of the incident details, as well as annotations such as runbooks or wiki pages, to help quickly acknowledge, resolve, or re-route the alert.

When an alert is sent into VictorOps, it automatically creates a ticket in ServiceNow. As on-call engineers work through an issue, the related ticket in ServiceNow will also be updated in real-time. If somebody acknowledges, snoozes, re-routes, or comments on an incident in VictorOps, the related ticket will be changed in ServiceNow. So, when you resolve an alert in the VictorOps timeline, the ticket in ServiceNow will also be marked as complete. This allows you to automatically keep VictorOps and ServiceNow in sync.

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Organizations requiring a history of tickets logged in ServiceNow can work through issues in VictorOps while maintaining all of the applicable ticket records in ServiceNow. With this information, deeper post-incident reviews can be conducted to help mitigate future incidents. This process allows you to create a collaborative, fully functional, end-to-end incident management system.

Why it Matters

Without losing data or time, IT and DevOps teams can work seamlessly between ServiceNow and VictorOps. Many business stakeholders require that tickets are logged and tracked through ServiceNow. This integration allows teams to manage incidents from beginning to end in one centralized incident timeline, all while automatically updating ServiceNow tickets. This workflow eliminates context switching and helps on-call responders focus on the issue at hand rather than spending time creating notes and documentation.

Please contact us at info@victorops.com to enroll in implementing the Beta version of the ServiceNow integration with VictorOps.

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