Integration Directory
ITSM

ServiceNow (Service Account)

ServiceNow is a leading IT service management platform that centralizes incident, change, and request workflows across your organization. Connecting ServiceNow to Harmony via a dedicated service account enables secure, automated data exchange between the two platforms. This integration allows Harmony's AI to surface, update, and act on ServiceNow records without requiring individual user authentication.

Capabilities

  • Incident Sync: Automatically create and update ServiceNow incidents based on alerts and events detected by Harmony.
  • Ticket Enrichment: Populate ServiceNow records with AI-generated context, suggested resolutions, and relevant asset data from Harmony.
  • Bidirectional Status Updates: Reflect ticket status changes made in ServiceNow back into Harmony to keep workflows aligned in real time.

What Harmony does with ServiceNow (Service Account)

Harmony connects to ServiceNow using a dedicated service account, giving it a secure, always-on channel to read and act on incidents, requests, and catalog items without relying on individual user sessions. When an employee asks for help in Slack or Microsoft Teams, Harmony queries ServiceNow in real time to surface the right answers, check ticket status, or open a new record on their behalf. This relationship keeps ServiceNow as the system of record while letting employees get things done entirely within their chat interface.

Data synced

  • Open and historical incident records
  • Service catalog items and request templates
  • User and group assignment data
  • Change request details and approval status

Actions available

  • Create and submit new incidents or service requests on behalf of employees
  • Update ticket fields such as priority, status, and assignment group
  • Retrieve live ticket status and resolution notes for any record

Real-world use cases

Ticket status in seconds: An employee types 'where is my laptop request?' in Slack and Harmony instantly pulls the live ServiceNow record, returning the current status and expected fulfillment date without the employee logging into a portal.

Self-service request from chat: A new hire asks for software access through Microsoft Teams and Harmony locates the correct ServiceNow catalog item, gathers the required fields conversationally, and submits the request directly under the employee's name.

IT triage made faster: When a recurring issue is reported by multiple employees in Slack, Harmony automatically opens a single ServiceNow incident, assigns it to the correct group, and notifies the reporting users with the ticket number so nothing is logged twice.

FAQ

ServiceNow is an enterprise IT service management platform used by IT, HR, and operations teams to manage incidents, service requests, and workflows at scale. Connecting ServiceNow gives Harmony authenticated, continuous access to ticket data, service catalog items, and user records so it can act as a conversational front end to the platform.