New ServiceNow Integration (Beta) Powers More Efficient ITSM

Today, we’re excited to announce the release of our new ServiceNow integration in beta — designed to give engineers even more control to manage and automate incidents in FireHydrant while seamlessly keeping the rest of the organization aligned in ServiceNow.

Bolstered by the recent acquisition of Blameless, this marks another meaningful step in delivering enterprise-grade capabilities that empower organizations to simplify compliance, maintain cross-functional workflows, and ensure alignment, pushing FireHydrant further as the leading enterprise incident management platform.

For many of our enterprise customers, ServiceNow is the backbone of their ITSM, serving as the source of truth for teams like customer support, sales, and executives. But during incidents, this can leave a gap between the engineers who are firefighting and the rest of the organization.

Our integration bridges that gap – syncing critical incident data bi-directionally, ensuring consistency between ServiceNow’s CMDB and FireHydrant’s Service Catalog, and automating workflows across platforms. With this integration, teams can now work in the system they prefer while maintaining visibility and collaboration – simplifying incident response for engineers, keeping stakeholders aligned, and ultimately powering more efficient ITSM across the organization.

Here’s what the integration delivers:

🔄 Accelerate Response with Two-Way Incident Creation

Create ServiceNow tickets automatically when FireHydrant incidents start using our new Runbook step. 

Set up conditionals to create tickets based on criteria like severity or impacted services.

This saves incident responders critical time when the clock is ticking, ensuring they don’t need to jump between tools to create a new ServiceNow ticket.

And if your teammates create incidents in ServiceNow? No problem! Business Rules can automatically spin up FireHydrant incidents, too.

📍Field Mapping for Custom and Standard Tables

Easily configure your custom and standard tables in FireHydrant and map the fields to FireHydrant fields, like mapping "Short Description" in ServiceNow to "Incident Name" in FireHydrant, ensuring critical incident data is synced across platforms.

📖 CMDB Meets Service Catalog

Keep your services in perfect harmony by syncing ServiceNow CMDB entries directly with FireHydrant's Service Catalog. Same records, two platforms, zero headaches. Associate CMDB items to incidents quickly and keep your service management running smoothly.

📝 Work Notes That Keep Everyone in the Loop

Say goodbye to copy-pasting updates! ServiceNow Work Notes now flow right into your FireHydrant Incident Timeline, bringing critical updates from support, IT, and executives along with them. Plus, FireHydrant updates can post back to ServiceNow automatically - keeping everyone informed, no matter which platform they're using.

✏️ Problem Management Made Easy

Turn FireHydrant Follow-Up tasks into ServiceNow problem tickets with just a click. Track resolution steps across both platforms and keep your post-incident workflow flowing smoothly, all while cutting down on manual work.

📈 Real-Time Data Syncing

We’re keeping all your critical incident details in sync between platforms:

• Incident Name

• Description

• Impact

• Urgency

• Impacted Services

• Milestone State

Want to dive deeper? Check out our docs for setup guides and best practices.