Integrate problem notifications with ServiceNow

ServiceNow is one of the most extensive enterprise service management platforms available at the moment. The new Dynatrace-to-ServiceNow integration is the perfect way to seamlessly report IT-service related problems into your organization’s ITIL process.

ServiceNow provides enterprise service management software for efficiently managing the full spectrum of enterprise-related affairs, including legal, HR, finance, facilities management, marketing, and field operations.

ServiceNow supports the IT Infrastructure Library (ITIL), an integrated, process-based, best practice framework for managing IT services businesses.

Dynatrace intelligently detects problems, along with their root causes, in complex IT service landscapes. The new Dynatrace-to-ServiceNow integration enables Dynatrace monitored environments to push problem notifications directly into a ServiceNow incident table.

To set up a Dynatrace-to-ServiceNow problem-notification integration:

  1. Go to Settings > Integration > Problem notifications.
  2. Select ServiceNow.
    ServiceNow integration
  3. On the Set up ServiceNow integration page type a Display name for the integration.
    ServiceNow integration
  4. Type in your ServiceNow instance identifier (for example, dev21095).
  5. Type in your ServiceNow Username and Password.
  6. Define your notification-message in the Description field. Select from the Available placeholders to customize your notification message.
  7. Click Send test notification.
  8. Following receipt of the test message, click Save.
    You’ll now find all Dynatrace-detected problems included in your ServiceNow incident table.
    ServiceNow integration