ThousandEyes is excited to announce our official partnership and native integration with ServiceNow. ServiceNow is a cloud-based platform that provides solutions to simplify enterprise workflows, enabling businesses around the globe to define, structure and automate their services. The ServiceNow platform also allows enterprises to create custom, service-oriented applications that may include its partners’ offerings. They help over 4,000 customers, including more than 42% of the world’s largest publicly traded companies to streamline their service management.

ThousandEyes users can now select ServiceNow Incident Management as a notification mechanism for triggered alerts within the ThousandEyes application. We expect this integration to enable enterprises to quickly incorporate the rich visibility ThousandEyes provides into their standard operational workflows, enabling them to rapidly respond to and resolve issues.

Many of our customers have already worked with us to create custom ServiceNow integration to support their IT incident workflows, but we wanted to create a straightforward “out-of-the-box” way to quickly send incident tickets to ServiceNow—without any customization required through our Customer Success or Professional Services team.

Our current integration with ServiceNow supports their Incident Management service, which streamlines the logging, classification, assignment, escalation and reporting of incidents. Through the ThousandEyes user interface (UI), configured alerts can be used to trigger the creation of a task record in the ServiceNow Incident Management portal. Once created, incidents can be assigned to appropriate service desk members, who can then document the investigation and resolve the task. Incidents will also automatically clear when the alert is cleared in the ThousandEyes application.

ThousandEyes native integration with ServiceNow uses OAuth to establish the communication between your ThousandEyes and ServiceNow instances. This ensures that your credentials do not have to be saved anywhere outside your organization.

Application Registry configuration in ServiceNow
Figure 1: Configuring an Application Registry entry on ServiceNow for OAuth.
ThousandEyes configuration for ServiceNow integration
Figure 2: ThousandEyes configuration for ServiceNow integration.
ThousandEyes Test incident in ServiceNow queue
Figure 3: Test incident from ThousandEyes in ServiceNow queue.

ThousandEyes monitors all of your external dependencies, including BGP routes, DNS, network transport through ISP and transit providers, CDNs, and DDoS protectors—as well as provides automated data center infrastructure mapping and monitoring. Alerts can be set to notify on a range of conditions, including performance degradation (e.g. packet loss, latency), unauthorized changes to routes and DNS mappings, and incomplete active monitoring transactions. To learn more about ThousandEyes alerting, check out this post.

As part of our native integration, incidents will be created and populated from alerts with the following fields:

  • Description: Alert Details like Rule Name, Number of Agents affected
  • Short Description: ThousandEyes Alert triggered for Test: <Test Name>
  • Category: Network
  • State: New when an Alert is triggered, Resolved when Alert is cleared
  • Urgency: Medium
Incident ticket view in ServiceNow
Figure 4: Incident ticket view in ServiceNow.

For users who require custom ServiceNow/ThousandEyes workflows, our stellar services team is happy to work with you to make that happen. Contact our professional services team today—we’d love to help you streamline your IT operations and service management.

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