OBM ServiceNow Integration
Integrate Operations Bridge Manager (OBM) and ServiceNow to automatically convert monitoring events into ITSM incidents
This integration forwards OBM events to ServiceNow as incidents (including via a Staging Table), eliminates manual ticket creation, and ensures IT operations and service management teams work from a single source of truth.
Integration Video
What Can I Integrate Between OBM and ServiceNow?
ZigiOps can integrate any OBM event type with any ServiceNow table, enabling custom workflows tailored to your monitoring and ITSM processes.
Out of the box, ZigiOps provides ready-made integration templates for the most common OBM to ServiceNow scenarios, including:
OBM Events - ServiceNow Incidents
OBM Events - ServiceNow Incidents (Staging Table)
These templates serve as preconfigured starting points and can be customized or extended to support additional event types, ServiceNow tables, and business-specific workflows.
Event
Incident
Node, Title/Short Description, Severity/Priority, Status/State, Category, Description
Event (Staging Table)
Incident (via Staging Table)
Node, Title, Severity, Status, Category, Custom fields
Any OBM event type
Any ServiceNow table
Standard + custom fields, Status/State mappings, Correlation ID (recommended)
ZigiOps supports synchronization of all standard and custom fields for OBM and ServiceNow. The table above lists only the most commonly used fields.
How Does the OBM to ServiceNow Integration Work?
ZigiOps connects OBM and ServiceNow using their native APIs and acts as a secure integration layer between the two systems.
No scripting or custom development required
Configured entirely through the ZigiOps UI
Supports polling- and event-based synchronization
Does not permanently store transferred business data
The platform can be deployed on-premises or used as a cloud service, depending on your security and compliance requirements.
Prerequisites and Permissions
Before enabling the OBM to ServiceNow integration, ensure the following prerequisites are met.
OBM Events - ServiceNow Incidents
Username + Password
External Event Processing Connected Server; Read/Write on events
x_ziw_obm.admin; personalize_read_dictionary; itil role
OBM Events - ServiceNow Incidents (Staging Table)
Username + Password
External Event Processing Connected Server; Read/Write on events
x_ziw_obm.admin; personalize_read_dictionary; Access to staging table
Setup
Follow the steps below to enable the OBM to ServiceNow integration using a prebuilt ZigiOps template.
Log in to your ZigiOps instance.
Navigate to ZigiOps - Configurator.
Load the desired OBM to ServiceNow integration template.
Select the corresponding Integrated Systems (OBM and ServiceNow).
Click Save to continue.
Enable the integration using the slider button located in the middle section of the screen.
Once enabled, ZigiOps starts synchronizing data based on the configured mappings and rules.
Mapping Examples
Below are typical field-mapping examples used in the OBM to ServiceNow Incident scenario. Mappings can be customized per use case.
Example: OBM Event - ServiceNow Incident
node
cmdb_ci
Direct mapping
title
short_description
Direct mapping
severity
urgency / impact
1-Critical - 1 (High); 2-Major - 2 (Medium); 3-Minor - 3 (Low)
description
description
Direct mapping
status (lifecycle)
state
Open - 1 (New); Acknowledged - 2 (In Progress); Closed - 6 (Resolved)
What Data Can Be Synchronized?
ZigiOps supports synchronization of standard and custom fields, status and state transitions, comments, attachments, and user assignments between OBM and ServiceNow. Each field can be mapped independently per direction.
Frequently Asked Questions (FAQ)
Can I use one template for multiple projects or assignment groups?
Yes. Filters and conditions allow you to scope synchronization by project, assignment group, state, priority, or custom logic.
Is the integration bi-directional?
Yes. All scenarios support bi-directional synchronization, configurable per field.
How are update loops prevented?
ZigiOps uses correlation IDs and internal logic to prevent circular updates.
Do I need to write scripts or use APIs manually?
No. All configuration is done through the ZigiOps UI.
Can I start with one-way sync and later enable bi-directional sync?
Yes. Direction can be changed at any time.
Does ZigiOps store my OBM or ServiceNow data?
No. ZigiOps does not permanently store transferred business data.
Related Resources
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