From alerts to answers: The new Dynatrace Event Connector for ServiceNow ITOM

The new Dynatrace ITOM Event Connector sends problems detected by Dynatrace to ServiceNow Event Management. It helps teams correlate events, identify root causes, and accelerate incident response, while giving them an easy and flexible way to connect Dynatrace with ServiceNow Event Management.

When an issue is detected, the alert is only the beginning. Operations teams need to understand the root cause, affected services, business impact, and whether the issue is already being handled elsewhere.

That context is what turns a general alert into a specific action, and a flood of notifications into a useful event.

The updated ServiceNow connector includes a ready-to-use “Send ITOM event” action in Workflows. It sends Dynatrace problems and their context directly to ServiceNow Event Management, helping teams move from detection to response with less manual effort.

For customers using the classic integration, Dynatrace provides a migration path to this workflow-based approach.

Move from noise to structured events

When a workflow is triggered, Dynatrace sends the detected problem to ServiceNow with the gathered context, including the root cause and affected entities.

The payload includes:

• Root-cause analysis
• Affected entities derived from Smartscape real-time topology
• Ranked events and supporting evidence
• Applied tags
• Severity and impact information

This context helps ServiceNow determine what is affected, identify the appropriate configuration items (CI), and understand how the event relates to existing alerts and incidents.

This can help operation teams spend less time enriching alerts manually, so you can respond to issues quickly and with the required information.

How does the Connector work?

The new connector uses Workflows to send detected incidents and problems, including context, directly to the ServiceNow Event Management endpoint. When a problem is detected, a workflow automatically maps Dynatrace data to ServiceNow event fields, including values such as:

• Node
• Type
• Message key
• Severity
• Description

Once the event arrives in ServiceNow, existing event management policies decide what happens next. ServiceNow can now:

• Correlate the event with existing alerts.
• Associate the event with the right Cis. See complete correlation rules here.
• Promote the event to an alert.
• Escalate the event to an incident.

How does the Event Connector reduce noise?

The new Event Connector also supports the operational details teams need in production to reduce unnecessary escalation:

• Configurable delay triggers from 5 minutes to 7 days
• Retry handling
• Support for loads of up to 10,000 events per hour.

Delay is useful when a team does not want to escalate a transient condition immediately.

Together, these capabilities can help streamline event processing and reduce alert fatigue.

Better CI binding with real-time context provided by Smartscape

An event is only useful if ServiceNow can connect it to the right service and configuration item. The new payload includes both root-cause and affected entities leveraging Smartscape’s real-time dependency graph. Together with the Service Graph Connector for Dynatrace, this context helps ServiceNow correlate events with the appropriate CMDB records.

That means the alert can arrive in ServiceNow with:

• The affected entities
• The likely root cause
• Impact information
• Relevant evidence
• A link back to the Dynatrace Problem for further investigation

A clear path from detection to response

The new Event Connector brings Dynatrace problem analysis and Smartscape context into ServiceNow through Workflows, supporting automation and event enrichment while allowing teams to keep their existing ServiceNow rules.

The new Event Connector gives customers a practical way to combine the strengths of both platforms:

• Dynatrace detects and analyzes the Problem.
• Dynatrace’s topology information based on Smartscape’s real-time dependency graph provides the event with a rich, structured context.
• Workflows to deliver it to ServiceNow.
• ServiceNow applies event management, correlation, routing, and escalation.

Ready to increase your team’s productivity?

The new Dynatrace ITOM Event Connector for ServiceNow is available today. Start with a Dynatrace Problem, send it to ServiceNow using the ready-made ServiceNow workflow template, and inspect how its root cause, affected entities, severity, and description arrive in ServiceNow Event Management.

From there, you can apply the event rules and alert management policies that fit your environment. The result is a quicker and cleaner handoff from observability to IT operations: Dynatrace provides the right context, and ServiceNow turns it into action so your teams can respond faster and more accurately.

For Dynatrace Classic customers we provide a defined upgrade path so you can enjoy the benefits of the new connector.

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