ServiceNow
By NinjaOne
Use Case
- CMDB, Service Desk
Website
Optimize IT support and service delivery
Overview
Provide the best opportunities for service automation, diagnosis, and resolution by quickly and easily integrating NinjaOne Endpoint Management with ServiceNow Service Desk and CMDB.
Integration use cases: service desk and CMDB
Service desk
Integrate NinjaOne endpoint management, support data, and processes, with the ServiceNow platform to optimize the service desk and ensure end users and endpoint data are synchronized.
CMDB
Integrate NinjaOne with the ServiceNow Platform to provide granular, real-time endpoint data to the Configuration Management Database (CMDB), ensuring configuration items (CIs) are logged accurately.
Why use NinjaOne with ServiceNow?
Providing service desk technicians with the granular endpoint and remote access capabilities of NinjaOne directly from the ServiceNow application helps accelerate resolution times and provide higher end-user satisfaction.
Bridge data and application siloes
Normalize data across users, endpoints, assets, and platforms.
Early issue detection
NinjaOne monitoring and policy management can automatically trigger an Incident creation in ServiceNow.
Deeper environmental insights
Health and performance data flows between NinjaOne and ServiceNow for faster troubleshooting and resolution.
One-click to NinjaOne Remote
Initiate remote access sessions to endpoints directly from the ServiceNow ticket.
Optimize the service desk
Fast-track response times with policy-driven ticket creation
Alerts triggered in NinjaOne (e.g. from conditions, scripts, or scheduled automations) can automatically create detailed incidents in ServiceNow, reducing manual effort.
Ensure cross-platform data consistency
Bi-directional sync between service desk and NinjaOne supports two-way data flows. Updates and closures in ServiceNow can be reflected back in NinjaOne, and vice-versa to support data integrity.
Support incident lifecycle response acceleration
From end-user contact through endpoint diagnosis and resolution, ServiceNow technicians can resolve Level I through Level IV support issues with fewer handoffs and faster incident resolution.
Why NinjaOne and the service desk need to be tightly coupled
Improve endpoint data integrity, accuracy, information granularity, and availability
- Ensures that service desk agents have granular and accurate endpoint information that automatically syncs with the corresponding incident
- Address end-user endpoint issues from a single screen, reducing platform switching by agents, and accelerating resolution
- Improve productivity by proactively addressing endpoint policy threshold violations in NinjaOne surfaced in the service desk
- Endpoint data consistency improves in the service desk when NinjaOne automatically pushes granular, up-to-date endpoint data
Ensure CMDB information integrity
Support continual, bi-directional CMDB sync
Rely on NinjaOne as a trusted discovery source
Provide granular endpoint data to the CMDB with detailed device information in ServiceNow such as device URL, remote connection URL, last login name, OS details, product key, customer fields and private IP addresses.
Link related CI attributes
Extend asset management
Why integration with the CMDB matters
Improves data integrity, accuracy, depth, granularity, and availability.
- Ensures that endpoint information automatically syncs with CMDB (and the service desk)
- Ensures changes made to the endpoint are accurately reflected in the CMDB
- Removes manual error when data from endpoint platform is sent automatically to the CMDB
Start your trial
Download the agent
Download the NinjaOne agent from the ServiceNow Marketplace
Enable the integration
Deploy to endpoints
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