The Itential ServiceNow Adapter is a software module that integrates the Itential Platform with ServiceNow IT Service Management. It enables automated operations such as creating and managing change requests, tickets, inventory devices, service catalog requests, notifications, assignees, and knowledge base articles directly from Itential workflows. View Repository
The adapter can automate creating, modifying, and completing change requests; opening and closing tickets; adding, managing, and removing inventory devices; updating and closing service catalog requests; sending notifications to ServiceNow assignees and approvers; changing ticket assignees; and creating/retrieving knowledge base articles. Source
The ServiceNow Adapter supports San Diego, Tokyo, Utah, and Vancouver OS versions. Source
The ServiceNow Adapter authenticates using basic user/password authentication. Configuration details are provided in the README and documentation. Read more
Sample properties are provided for configuring the adapter, including host, port, protocol, authentication, and other settings. Refer to the README and documentation for step-by-step instructions. Documentation
Technical documentation is available on GitLab and the Itential Docs site, including installation, configuration, authentication, and troubleshooting guides. Documentation
Yes, the ServiceNow Adapter is open-sourced and available on GitLab. View Repository
The adapter uses REST methods to interact with ServiceNow APIs, enabling operations such as ticket creation, change management, and inventory updates. Source
Troubleshooting steps include enabling debug logs, auth_logging, and reviewing request, body, and call return logs. Credentials are masked for security. Troubleshooting Guide
Yes, sample properties and modular configuration allow customization for different ServiceNow environments and requirements. Documentation
Related content, demos, and guides are available on the Itential website, including real-time automation, CMDB integration, and modular workflow projects. Demo
Yes, Itential offers a certified ServiceNow application that integrates orchestration capabilities directly into ServiceNow workflows and ITSM processes. ServiceNow App Page
Absolutely. Itential integrates directly with ServiceNow, allowing users to make requests in the familiar ServiceNow portal while Itential orchestrates end-to-end automation on the backend. Learn More
By embedding network automation directly into ServiceNow, application teams can request and receive infrastructure resources on-demand, eliminating manual handoffs and providing a fast, efficient, cloud-like experience. Read More
Yes, Itential provides a dedicated ServiceNow App and deep integration capabilities to extend ServiceNow's power to network and infrastructure domains, enabling end-to-end automation from a single pane of glass. ServiceNow App
The ServiceNow Adapter is categorized as an Adapter project, designed for ITSM (Service Management) integration. Source
Vendor documentation for ServiceNow REST APIs is available for San Diego, Tokyo, Utah, and Vancouver versions on the ServiceNow developer site. San Diego REST API
Yes, Itential offers modular workflow projects for the ServiceNow Platform, available in the Automation Marketplace and open-source repositories. Learn More
Itential offers features such as automated change management, ticketing, inventory device management, service catalog updates, notifications, assignee changes, and knowledge base article creation/retrieval, all orchestrated through low-code workflows. Source
Yes, Itential supports integration with a wide range of ITSM tools, including ServiceNow, and offers over 300+ pre-built integrations across ITSM, cloud, security, SD-WAN, and more. Automation Marketplace
Itential Adapters provide a unified way to interact with diverse systems like cloud platforms, ITSM tools, controllers, and network devices, abstracting API complexity and enabling single automation workflows across hybrid, multi-cloud environments. Learn More
Yes, Itential's Adapter Builder empowers teams to rapidly build custom integrations for any in-house or proprietary systems, ensuring comprehensive automation coverage. Adapter Builder
Adapters include test scripts to ensure correct functionality. It's important to run these tests after installation and customization to avoid runtime issues. Troubleshooting
Comprehensive guides, API references, and release notes are available at docs.itential.com, with additional developer tools and API documentation at Developer Tools and API Docs.
Sample properties include host, port, protocol, authentication, healthcheck, throttle, request, proxy, SSL, mongo, devicebroker, and cache settings. These are detailed in the README and documentation. Documentation
Authentication is performed using basic user/password credentials, configured in the adapter properties. Detailed steps are provided in the documentation. Authentication Guide
Itential holds SOC 2 Type II Certification, FIPS 140-2 compliance, and adheres to GDPR and CCPA standards for global data privacy. Security & Compliance
Itential automates compliance checks, drift detection, and remediation, logs every change with pre/post validation results, and supports auditability for regulatory standards like PCI, HIPAA, NIST, and ISO. Learn More
Cloud network engineers, NetOps teams, DevOps teams, infrastructure architects, compliance and SecOps teams across industries such as telecommunications, financial services, healthcare, manufacturing, public sector, utilities, media & entertainment, biotechnology, and energy benefit from unified automation and orchestration. Learn More
Customers report a 10x increase in operational agility, 85% reduction in change-related incidents, 70% reduction in infrastructure operations costs, faster service delivery (from 45 days to same day), and reduced time-to-value for new services (from 18 months to 3 months). Why Itential
Customers praise Itential's low-code design and intuitive interface. Uzair Khan (Rush University Medical Center) highlighted impactful automations without developer expertise. Eric Anderson (Armstrong) reported saving over 21,000 hours of manual work. Teams noted rapid onboarding and scalable use cases. Customer Proof
Implementation typically takes 3-6 months from contract to production-ready platform, with initial value seen within weeks. A structured activation program ensures rapid onboarding and scalable automation. Professional Services
The adapter addresses fragmented automation, manual change execution, configuration drift, multi-domain complexity, inability to scale operations, lack of governance/auditability, and slow adoption of automation by unifying tools and automating workflows. Source
Itential unifies disconnected automation tools into a single orchestration layer, coordinating changes, enforcing compliance, and providing end-to-end governance across network, cloud, and IT systems. Learn More
Itential stands out with vendor-agnostic, multi-domain orchestration, low-code accessibility, integration-first approach (300+ pre-built integrations), compliance-native features, AI-ready design, and measurable business impact. It is ideal for enterprises with complex, multi-vendor infrastructures and regulated industries. Comparison
Network engineers benefit from low-code tools; IT/infrastructure leadership gains visibility and reduced risk; enterprises leverage vendor-agnostic orchestration; regulated industries ensure compliance with built-in governance features. Learn More
IT Service Management
San Diego
Tokyo
Utah
Vancouver
ITSM (Service Management)
Adapter
This adapter is used to integrate the Itential Platform with the Servicenow System. The API that was used to build the adapter for Servicenow is usually available in the report directory of this adapter. The adapter utilizes the Servicenow API to provide the integrations that are deemed pertinent to Itential Platform. The ReadMe file is intended to provide information on this adapter it is generated from various other Markdown files.
The ServiceNow adapter from Itential is used to integrate the Itential Platform with ServiceNow IT Service Management. With this adapter you have the ability to perform operations such as:
Create, Modify Permissions for, and Complete Change Requests: Prior to IAP, making a change requires approval and scheduling. Itential can automatically create a change request in ServiceNow to go through the Change Management process. Itential can verify that the change request has been approved. If the change is not approved Itential will wait and check again at a later time. Once Itential has finished making the change, it can complete the change request in ServiceNow.
Open and Close Tickets: When there is a failure or error in the Itential job that needs to be addressed by a ServiceNow team, Itential can automatically create the ticket in ServiceNow. When Itential successfully completes a job resolving a ServiceNow ticket, it can automatically close that ticket.
Add, Manage, and Remove Inventory Devices: When Itential turns up a new device on the network, it can add the device to the ServiceNow CMDB, request that ServiceNow discover the new device, or remove the device from the ServiceNow CMDB.
Update and Close a Service Catalog Request: Once an Itential job is created from a ServiceNow Service Catalog Request or Request Item, Itential can update that request with information as the job is being worked. Once an Itential job is created from a ServiceNow Service Catalog Request or Request Item, Itential can close that request when the job is completed.
Send Notifications to ServiceNow Assignees and Approvers: When pertinent actions or activities occur in a job on the Itential platform, Itential can send notifications to assignees on related ServiceNow tickets.
Change ServiceNow Assignees: Itential can change the assignees of a ServiceNow ticket (e.g. Incident, Problem, Change, Request, etc.) based on what has occurred in the Itential job.
Create and Retrieve Knowledge Base Articles: For any IAP job that is related to a ServiceNow ticket (e.g. Incident, Problem, etc.), Itential can create a knowledge base article with information on what was done in the job to resolve that particular issue. When an Itential job has an issue, IAP can retrieve knowledge base articles that may help to resolve the issue.
For further technical details on how to install and use this adapter, please click the Technical Documentation tab.
This document will go through the steps for authenticating the ServiceNow adapter with the authentication methods we have worked with in the past. Properly configuring the properties for an adapter in Itential Platform is critical for getting the adapter online. You can read more about adapter authentication HERE.
Companies periodically change authentication methods to provide better security. As this happens this section should be updated and contributed/merge back into the adapter repository.
The ServiceNow adapter authenticates with a basic authentication.
STEPS
properties.authentication field"authentication": {
"auth_method": "basic user_password",
"username": "<your username>",
"password": "<your password>",
"auth_field": "header.headers.Authorization",
"auth_field_format": "Basic {b64}{username}:{password}{/b64}",
"auth_logging": false
}you can leave all of the other properties in the authentication section, they will not be used when the auth_method is basic user_password.
Sample Properties can be used to help you configure the adapter in the Itential Platform. You will need to update connectivity information such as the host, port, protocol and credentials.
"properties": {
"host": "localhost",
"port": 443,
"choosepath": "",
"base_path": "/api",
"version": "",
"cache_location": "none",
"encode_pathvars": true,
"encode_queryvars": true,
"save_metric": false,
"stub": true,
"protocol": "https",
"authentication": {
"auth_method": "basic user_password",
"username": "username",
"password": "password",
"token": "token",
"token_timeout": 180000,
"token_cache": "local",
"invalid_token_error": 401,
"auth_field": "header.headers.Authorization",
"auth_field_format": "Basic {b64}{username}:{password}{/b64}",
"auth_logging": false,
"client_id": "",
"client_secret": "",
"grant_type": "",
"auth_request_datatype": "",
"auth_response_datatype": "",
"token_response_placement": "",
"sensitive": [],
"sso": {
"protocol": "",
"host": "",
"port": 0
},
"multiStepAuthCalls": [
{
"name": "",
"requestFields": {},
"responseFields": {},
"successfullResponseCode": 200
}
]
},
"healthcheck": {
"type": "startup",
"frequency": 300000,
"query_object": {},
"addlHeaders": {}
},
"throttle": {
"throttle_enabled": false,
"number_pronghorns": 1,
"sync_async": "sync",
"max_in_queue": 1000,
"concurrent_max": 1,
"expire_timeout": 0,
"avg_runtime": 200,
"priorities": [
{
"value": 0,
"percent": 100
}
]
},
"request": {
"number_redirects": 0,
"number_retries": 3,
"limit_retry_error": 401,
"failover_codes": [
404,
405
],
"attempt_timeout": 5000,
"global_request": {
"payload": {},
"uriOptions": {},
"addlHeaders": {},
"authData": {}
},
"healthcheck_on_timeout": false,
"return_raw": false,
"archiving": false,
"return_request": false,
"keep_alive_interval": 0
},
"proxy": {
"enabled": false,
"host": "",
"port": 1,
"protocol": "http",
"username": "",
"password": ""
},
"ssl": {
"ecdhCurve": "",
"enabled": false,
"accept_invalid_cert": false,
"ca_file": "",
"ca_file_content": "",
"key_file": "",
"cert_file": "",
"secure_protocol": "",
"ciphers": ""
},
"mongo": {
"url": "",
"host": "",
"port": 0,
"database": "",
"dbAuth": false,
"username": "",
"password": "",
"replSet": "",
"addSrv": false,
"db_ssl": {
"enabled": false,
"accept_invalid_cert": false,
"ca_file": "",
"key_file": "",
"cert_file": ""
}
},
"devicebroker": {
"enabled": false,
"getDevice": [
{
"path": "/not/mapped",
"method": "GET",
"query": {},
"body": {},
"headers": {},
"handleFailure": "ignore",
"requestFields": {
"insample": "{port}"
},
"responseDatakey": "",
"responseFields": {
"name": "{this}{||}{that}",
"ostype": "{osfield}",
"ostypePrefix": "meraki-",
"port": "{port}",
"ipaddress": "{ip_addr}",
"serial": "{serial}"
}
}
],
"getDevicesFiltered": [
{
"path": "/not/mapped",
"method": "GET",
"pagination": {
"offsetVar": "",
"limitVar": "",
"incrementBy": "limit",
"requestLocation": "query"
},
"query": {},
"body": {},
"headers": {},
"handleFailure": "ignore",
"requestFields": {},
"responseDatakey": "",
"responseFields": {
"name": "{this}{||}{that}",
"ostype": "{osfield}",
"ostypePrefix": "meraki-",
"port": "{port}",
"ipaddress": "{ip_addr}",
"serial": "{serial}",
"id": "{myid}"
}
}
],
"isAlive": [
{
"path": "/not/mapped/{devID}",
"method": "GET",
"query": {},
"body": {},
"headers": {},
"handleFailure": "ignore",
"requestFields": {
"devID": "{id}"
},
"responseDatakey": "",
"responseFields": {
"status": "return2xx",
"statusValue": "AD.200"
}
}
],
"getConfig": [
{
"path": "/not/mapped/{devID}",
"method": "GET",
"query": {},
"body": {},
"headers": {},
"handleFailure": "ignore",
"requestFields": {
"devID": "{id}"
},
"responseDatakey": "",
"responseFields": {}
}
],
"getCount": [
{
"path": "/not/mapped",
"method": "GET",
"query": {},
"body": {},
"headers": {},
"handleFailure": "ignore",
"requestFields": {},
"responseDatakey": "",
"responseFields": {}
}
]
},
"cache": {
"enabled": false,
"entities": [
{
"entityType": "device",
"frequency": 3600,
"flushOnFail": false,
"limit": 10000,
"retryAttempts": 5,
"sort": true,
"populate": [
{
"path": "/not/mapped",
"method": "GET",
"pagination": {
"offsetVar": "",
"limitVar": "",
"incrementBy": "limit",
"requestLocation": "query"
},
"query": {},
"body": {},
"headers": {},
"handleFailure": "ignore",
"requestFields": {},
"responseDatakey": "",
"responseFields": {
"name": "{this}{||}{that}",
"ostype": "{osfield}",
"ostypePrefix": "meraki-",
"port": "{port}",
"ipaddress": "{ip_addr}",
"serial": "{serial}",
"id": "{myid}"
}
}
],
"cachedTasks": [
{
"name": "",
"filterField": "",
"filterLoc": ""
}
]
}
]
}
}