Accelerate your autonomous IT operations journey with Dynatrace and ServiceNow integrations

For many teams, the path to automation starts with connecting data and workflows across platforms. Dynatrace and ServiceNow make that possible. Through a growing set of integrations, customers can seamlessly connect both platforms to create incidents, enrich CMDB data, and leverage AI-driven insights for faster, smarter decisions.

Six ways to link Dynatrace data with ServiceNow workflows

Our first six integrations are now available in the ServiceNow store. Each one enriches context and helps you remediate issues faster than ever.

Advance your IT operations with Dynatrace and ServiceNow: Four steps to autonomous remediation

Every organization’s automation journey looks different, but the path typically unfolds in stages. Each step builds new capabilities and confidence in automation.

1. Context-rich incident creation

Start your journey by connecting Dynatrace® to ServiceNow ITSM to automatically create incidents with context enrichment and root-cause description to allow for uniform tracking and resolution of tickets. Dynatrace offers two methods for ticket creation within ServiceNow:

• Dynatrace Incident Integration Application
• Dynatrace Workflows for ServiceNow

Both methods can generate a ticket and populate the incident with Dynatrace-available context, such as:

• Root-cause analysis identifying the exact component causing issues
• Correlation identifiers for all affected hosts and infrastructure
• Business impact assessment showing affected services and users
• Dependency context explaining how the problem propagates

For advanced customization, Dynatrace Workflows for ServiceNow offers more flexibility than the standard Incident Integration Application, which is triggered based on Dynatrace-identified problems. This allows customers to further enrich incident descriptions, add additional information such as logs or metrics, or leverage predictive analytics to initiate remediation procedures even before a problem occurs.

This step helps teams eliminate manual triage and ensures every incident includes complete diagnostic context.

2. Real-time change management database (CMDB) enrichment

Once your organization is creating incidents, the next step is to add enrichment methods such as associated configuration items for impact analysis and dependency information.

Most organizations’ CMDB management is maintained manually and updated weekly at best. Connecting Dynatrace Smartscape® topology mapping to ServiceNow’s CMDB through ServiceNow Service Graph Connector (SGC) allows real-time entity identification, topology, and dependency mapping—all of which can be leveraged for automatic CI binding. This creates a living representation of an organization’s IT environment that updates continuously as the infrastructure evolves and helps teams make fast, informed decisions. The Service Graph Connector provides:

• Automatic population of ServiceNow CMDB with entity information and real-time topology
• Visibility of all dependencies across a cloud stack and Kubernetes
• Service Mapping tree generation showing the holistic impact of incidents and events
• Continuous synchronization as the environment changes

The result is a continuously accurate service map that evolves as fast as your environment.

3. Unified event management

To drive uniformity across your organization and reduce alert fatigue, organizations look to leverage ServiceNow as a central event management system with AIOps features enabled. By sending events to ServiceNow ITOM, teams can aggregate and prioritize alerts using AI-driven analytics, ensuring consistent visibility across platforms.

This provides organizations with a unified dashboard that embeds Dynatrace charts and metrics directly into ServiceNow dashboards, removing administrative silos for viewing information across platforms.

Once events and incidents are unified, the next step is intelligent assistance.

AI-powered assistance

As automation evolves, AI agents bridge the gap between insight and action. Once your organization has Dynatrace events flowing to ServiceNow ITOM, you can connect ServiceNow Now Assist with Dynatrace to allow administrators to request information from the Dynatrace console, such as recommended remediation actions or further details on root cause.

The Dynatrace AI Analysis Agent accelerates investigation by gathering key diagnostic details automatically.

4. Autonomous remediation

The journey toward autonomous operations culminates in closed-loop remediation, where systems detect, act, and validate automatically. Mature organizations rely on self-healing workflows to reduce manual effort and accelerate recovery. Whether triggered from Dynatrace or ServiceNow, each workflow can include validation steps that query Dynatrace APIs to confirm the problem is truly resolved, rather than just masked. Example workflows include the following:

• Restart services when memory saturation is detected on application servers.
• Scale infrastructure when capacity constraints are predicted.
• Rollback deployments when anomalies correlate with recent code changes.
• Clear caches when response time degradation is linked to cache performance.
• Reset database connections when connection pool exhaustion is identified.
• Create context-rich alerts or incidents for faster triaging (no remediation without incident).

Unlocking the future of autonomous IT operations

ServiceNow and Dynatrace together form a powerful foundation for intelligent, scalable, and future-ready IT operations. By combining real-time context with AI-driven insights, organizations can reduce noise, resolve issues faster, and operate more efficiently—around the clock. As agentic integrations mature, they pave the way for autonomous collaboration, delivering immediate value while laying the groundwork for a resilient, AI-powered future.