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Enrich your Datadog hosts with CMDB metadata.

Enrich your Datadog network devices with CMDB metadata.

Enrich logs and events with CMDB reference tables.

Create ServiceNow tickets from Datadog Alerts.

Create ServiceNow incidents with Datadog Incident Management.

CMDB Health dasboard: provides insights into detailed analysis of the configuration items (CIs) within the CMDB.

Overview

ServiceNow is an IT service management (ITSM) platform used to record, track, and manage enterprise-level IT processes in one centralized system.

The Datadog-ServiceNow integration bridges observability and IT service management, enabling seamless collaboration between operations and service teams. Our bi-directional integration consists of the following key components:

Note: The Datadog ServiceNow integration supports ServiceNow releases that are not listed as end of life.

Setup

Click the links above to view setup guides for each component. For each integration, begin by configuring the ServiceNow tile.

Configure the ServiceNow tile in Datadog

Configuration for all ServiceNow integrations starts with entering your ServiceNow instance details into Datadog. This configuration enables the integration to support the following features:

• IT Operations Management (ITOM) and IT Service Management (ITSM)
• CMDB Enrichment
• Collection of ServiceNow Performance Monitoring metrics and logs
• Change request event forwarding

To configure a new instance, follow these steps:

1. In Datadog, navigate to the ServiceNow integration tile on the Integrations page.
2. Click Add New Instance.
3. Add the instance name, which is the subdomain of your ServiceNow domain: <INSTANCE_NAME>.service-now.com.
4. Add the username and password for your ServiceNow instance.
5. Select the type of performance metrics and logs you want to receive:
   • ITSM
   • ITAM
   • CMDB Health
   • Security Incident Response
   • Vulnerability Response

Create a ServiceNow Account with correct permissions for Datadog

To use the integration, create a ServiceNow user (for example, with username datadog or datadog_integration) and assign the user the following roles:

• x_datad_datadog.user and
• import_set_loader and
• import_transformer

ServiceNow performance logs and metrics

To receive logs and metrics about your instance performance, configure ServiceNow metric settings using a user account that has the following roles and plugins installed:

Tip: You can create a limited user in ServiceNow just for Datadog.

Forward change request events to Datadog

The ServiceNow integration supports forwarding ServiceNow change request events to Datadog. This allows you to correlate change activity in ServiceNow with metrics, logs, and traces inside Event Management Explorer.

When a change request is created, updated, or deleted in ServiceNow, a business rule can send an event payload to the Datadog Events API. It can add tags with ServiceNow metadata (such as change number, CI, state, and priority) to these events to appear in the Event Management explorer.

1. In Datadog, on the ServiceNow integration tile, go to Configure > Change Request Events.
2. Follow the instructions on the page to select or create a Datadog API key, securely store it in ServiceNow as a system property, and create a ServiceNow business rule with the script Datadog provides.

Data Collected

Metrics

Privacy policy

Datadog collects Business Service, Assignment Group, email, name, sysID, and username to populate corresponding fields in ServiceNow. Processing of any personal data collected by Datadog in connection with this integration is subject to Datadog’s privacy policy.

Support

Need additional help? Contact Datadog support.

Further Reading

Additional helpful documentation, links, and articles:

Manage your infrastructure with ServiceNow CMDB and DatadogBLOG ServiceNow blogBLOG Integration GuidesDOCUMENTATION