1️⃣ ITSM + Jira Bi-Directional Integration

Use Case:

Synchronizing ServiceNow Incidents with Jira Issues for IT & Development teams.

How It Works

1. A ServiceNow Incident is created (e.g., “Email server down”).
2. IntegrationHub or REST API creates a linked Jira Issue automatically.
3. Developers update the Jira issue (status, comments, attachments).
4. Updates flow back to ServiceNow, so IT support sees real-time progress.
5. Incident auto-closes in ServiceNow when the Jira issue is resolved.

Benefits

• Eliminates duplicate manual updates.
• Keeps IT and DevOps teams synchronized.
• Supports agile change management workflows.

External Systems

Jira (Cloud/Server) for development tasks; IntegrationHub Spoke for Jira or custom REST API.

2️⃣ Monitoring Tools + ServiceNow Incident Creation

Use Case:

Automate Incident Management from IT monitoring tools.

How It Works

1. A monitoring tool like SolarWinds, Nagios, or Dynatrace detects an issue:
   Example: CPU utilization exceeds 95% on a critical server.
2. The monitoring system sends an alert via REST API or email to ServiceNow.
3. ServiceNow automatically creates an Incident in ITSM:
   Priority auto-calculated based on CI criticality from CMDB.
4. IT team is notified via email or Teams.
5. Optionally, Orchestration triggers remediation scripts:
   Restart service, free disk space, or scale cloud resources.

Benefits

• Faster incident detection and resolution with no human delay.
• Full traceability from alert to resolution.
• Supports event-driven ITOM automation.

External Systems

SolarWinds, Nagios, Dynatrace, Zabbix (Monitoring); Microsoft Teams / Slack (notifications).

3️⃣ HR Onboarding with Workday + ITSM

Use Case:

Fully automate new hire onboarding across HR and IT.

How It Works

1. A new employee is hired in Workday (or SAP SuccessFactors).
2. Workday sends employee data to ServiceNow HRSD (via REST API / IntegrationHub).
3. ServiceNow triggers HR Lifecycle Event (Onboarding):
   Creates HR Case for onboarding and generates Service Catalog Requests for laptop, email account, ID badge, parking, etc.
4. Tasks auto-assigned to respective teams:
   IT provisions accounts via Orchestration; Facilities sets up workspace.
5. Employee receives welcome email & portal notifications.
6. All tasks complete → HR Case auto-closes.

Benefits

• Zero manual effort for multi-department onboarding.
• Ensures first-day readiness for new hires.
• Full visibility and SLA tracking for HR.

External Systems

Workday / SAP SuccessFactors (HR systems); Active Directory / Okta (account provisioning); Office 365 / Google Workspace (email).

4️⃣ Cloud Auto-Provisioning (AWS/Azure/GCP)

Use Case:

Automate cloud resource creation from ServiceNow Service Catalog.

How It Works

1. User requests “Create a new AWS EC2 instance” in Service Catalog.
2. Flow Designer + IntegrationHub (AWS Spoke) triggers:
   Create EC2 instance in AWS and apply security groups and tags.
3. ServiceNow Orchestration updates CMDB with instance details (ID, IP, OS).
4. Requester receives portal & email confirmation with server details.

Advanced Options

• Auto-deprovision unused resources after expiration.
• Approval workflows for cost control.
• Cloud cost reporting integrated with IT Business Management.

Benefits

• Faster cloud provisioning without console access.
• CMDB always up-to-date for IT Operations Management.
• Reduces security risks by controlling resource deployments.

External Systems

AWS (EC2, S3, Lambda); Azure (VM, Blob, Functions); Google Cloud (Compute Engine, Storage).

5️⃣ Security & SIEM Integration (Splunk / QRadar + ServiceNow SIR)

Use Case:

Automate Security Incident Response (SIR) using SIEM alerts.

How It Works

1. Splunk detects suspicious login or malware event.
2. Splunk sends alert to ServiceNow SIR via REST API.
3. ServiceNow creates a Security Incident with logs, threat details, and IPs, and runs threat analysis playbook.
4. Orchestration auto-triggers actions:
   Block IP on firewall; disable compromised AD account.
5. Security team reviews and closes incident once verified.

Benefits

• Faster response to security threats.
• Automated containment of high-risk threats.
• Audit-ready logs for compliance.

External Systems

Splunk / IBM QRadar / SentinelOne (SIEM & Threat Detection); Palo Alto / Fortinet (Firewalls); Active Directory (Identity Management).