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Event management systems

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Event management systems

The purpose of an event management integration is to collect event-based information and convert it into tasks or tickets within ServiceNow. When updates occur, the integration sends changes back to event originator.

The integration collects source event data from an inbound web service invocation and transforms it into target data as a ServiceNow ITIL service object. Data coalescing helps filter many source records into one target record.

Figure 1. Event consumption
  • When acting as an event consumer, ServiceNow only accept SOAP inserts
  • ServiceNow uses a Web Service Import Set (WSIS) for event notification
  • The web service uses a synchronous transform
  • The transform responds with a target detail record