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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.

Configure the ServiceNow tile in Datadog

Begin by entering your ServiceNow instance details directly into the tile on the General tab. This configuration will enable 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

To configure a new instance, follow these steps:

1. In Datadog, navigate to the ServiceNow integration tile on the Integrations page.
2. Click on 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

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.

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

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 ServiceNowDOCUMENTATION