ServiceNow

By NinjaOne

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Use Case

  • Unified Communications

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Optimize IT support and service delivery

Overview

Provide the best opportunities for service automation, diagnosis, and resolution by quickly and easily integrating the NinjaOne Endpoint Management Platform 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?

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 Service Now 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

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. 
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.​

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. 

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 hopping 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

screens connected to a box

Support Continual, bi-directional CMDB sync​

Ensure the CMDB data CI, asset, and granular endpoint data sync with the ServiceNow CMDB and NinjaOne.

Monitor and manage encryption

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​

See related CI attributes such as file systems, network adapters, and software packages to accurately understand dependencies and change requirements

Extend asset management​

Gain greater endpoint environmental clarity in ServiceNow with NinjaOne Remote Access URL, last login username, product key, NinjaOne custom fields, warranty expiration, and BitLocker status.  Supports ServiceNow Asset Lifecycle 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

Ready to get started?

Or if you’d rather speak to a person, contact [email protected]

Get started
1

Start your trial

Sign up for a NinjaOne trial
2

Download the agent

Download the NinjaOne agent from the ServiceNow Marketplace

3

Enable the integration

Turn on the ServiceNow integration in NinjaOne
4

Deploy to endpoints

Install the NinjaOne agent on your endpoints
Get started

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