Integration ServiceNow ITSM
ITSM
ServiceNow IT Service Management (ITSM) is a cloud-based platform that helps organizations manage and deliver IT services to users. It provides tools and workflows for managing incidents, service requests, problems and changes, all within a single system.
Benefits
Automate issue resolution with real-time visibility
Get proactive alerts, seamless handoffs and faster recovery.
Trigger alerts
Open ServiceNow incidents immediately when Tidal jobs fail.
Track resolution status
Monitor the real-time progress of ServiceNow cases in Tidal.
Recover faster
Automatically rerun jobs after cases close to meet SLAs.
ITSM integration without the scripting burden
Tidal’s adapter integrates with ServiceNow incident response functionality, no custom scripting or development necessary. With this integration, Tidal and ServiceNow operate as peers to manage job failure cases. The adapter can be configured to match your ServiceNow data schema, mapping Tidal job activity data to the appropriate fields and status codes in your ServiceNow incident management records.
When a Tidal job fails, a ServiceNow case is automatically created. As the case progresses and is ultimately closed, updates are logged in Tidal to provide visibility to the operator. Once the case is closed, the job is automatically or manually rerun, depending on the configuration you define.
What the adapter enables
Eliminate custom scripting
Instead of writing custom business rules, SysAuto scripts or GlideRecord queries to manage ITSM automation, teams can rely on Tidal’s native integration with ServiceNow. It reduces scripting overhead, speeds up testing and deployment and lowers the burden on ServiceNow developers.
Tidal leverages the ServiceNow API to deliver a full-featured, script-free integration that scales with your workflows, enhancing your operational resilience with:
- Actions monitoring: Creating, modifying or resolving records in ServiceNow that trigger specifically set changes in Tidal Automation
- Events history: Access to the triggered event’s complete history
- Events monitoring: Monitoring Tidal for events that trigger actions to create, modify or resolve records in ServiceNow
- ServiceNow API functionality: A full feature set based on the ServiceNow API
- Unified interface: A common interface to manage processes
How it works
- Job fails in Tidal: Tidal logs the error and generates an event.
- Event triggers ServiceNow action: A case is created in ServiceNow.
- Case progresses: Tidal monitors the incident for status changes.
- Resolution: Once closed, the job is rerun (automatically or manually).
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Tidal and ServiceNow integration FAQs
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How does ServiceNow job scheduler define a scheduled job?
ServiceNow’s System Scheduler application automatically runs ServiceNow scheduled jobs on recurring schedules (such as at the end of the month or weekdays at 8 PM) or at specific time intervals. System Scheduler can help automate tasks and schedule a MID Server restart, perform CMDB queries, import set jobs and run scheduled jobs from scripts or business rules. These capabilities reduce manual intervention and make teams and system administrators more productive.
ServiceNow also supports domain separation so you can easily sort data, processes, tasks and more into domains or groups that work best for your teams.
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How does Tidal integrate with the ServiceNow job scheduler?
Tidal by Redwood integrates with ServiceNow’s System Scheduler through a combination of pre-built connectors, plugins and API integrations. Even when integrating with Tidal, ServiceNow users can still use features like Flow Designer and GlideRecord.