Incident creation from ServiceNow incidents

BMC Helix Multi-Cloud Broker provides a prebuilt integration with ServiceNow to create incidents in ITSM whenever an incident is created in ServiceNow. This integration enables service desk agents to track and monitor ServiceNow incidents from ITSM.

The following image shows how an incident is created in ITSM from a ServiceNow incident:

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Scenario

Calbro Services uses ServiceNow to log, classify, and manage incidents so that business operations can be resumed quickly following an incident in ServiceNow. In ServiceNow, a user logs an incident or an incident is created automatically from a predefined condition. Whenever an incident is created in ServiceNow, BMC Helix Multi-Cloud Broker creates a corresponding incident in ITSM. An agent can work on resolving the ITSM incident and eventually, the ServiceNow incident is also resolved.

Calbro Services has the following requirements:

• An incident is created in ServiceNow whenever a user logs an incident or an incident is automatically created.
• An incident must be created with ITSM.

Workflow

Calbro Services implements their requirements by using BMC Helix Multi-Cloud Broker.

The administrator sets up BMC Helix Multi-Cloud Broker to integrate ITSM with ServiceNow. The administrator also sets up the required trigger conditions for creating incidents in ITSM.

Results

1. An incident is created in ServiceNow either automatically or a user logs an incident.
2. BMC Helix Multi-Cloud Broker validates the trigger conditions and creates an incident in ITSM.
3. ITSM displays the incident details in the Smart IT console.

Benefits

• Effective incident management from a single console.
• Easily track issues through automatic incident creation and updates.
• Resume business operations as quickly as possible.