ServiceNow Integration

ASM Hermes 10.2025.Q4

Introduced as part of ASM Hermes 10.2025.Q4 (10.6.9 GA)

Introduction

The ServiceNow connector for Alemba Service Manager (ASM) provides a robust, real‑time integration between ASM and ServiceNow. It is designed for organisations that need to coordinate IT service delivery across multiple service desks, eliminating manual re‑keying and ensuring that both teams work from the same, up‑to‑date information.

By leveraging webhooks, REST API’s and Integration rules, the connector synchronises key ITSM records including incidents, problems, events, requests, tasks, notes, and attachments between ASM and ServiceNow. This helps you deliver a seamless experience to end users while reducing operational overhead.

What the connector does

The ServiceNow connector enables a unified, bi‑directional data exchange between ASM and ServiceNow.

At a high level, it:

• Synchronises core ITSM record

  • Incidents

  • Problems

  • Events

  • Requests

  • Associated workflow tasks

• Keeps conversations aligned

• Synchronises ServiceNow Case Notes and ASM work note

• Ensures both sides see the full history of communication and updates

• Shares supporting information

• Transfers attachments between ASM and ServiceNow

• Preserves context such as screenshots, logs, and documents

• Provides configurable field mapping

• Map fields such as priority, status, category, work notes, and attachment

• Control which data is shared and how it is represented in each system

• Operates in near real time

• Uses REST API calls to keep records in sync as they are created and updated

• Reduces delays and the risk of conflicting information across teams

Key benefits

• Unified service delivery

• Single source of truth, Both ASM and ServiceNow hold consistent information about shared tickets, problems, and events. Teams can work in their preferred tool without losing visibility.

• Increased efficiency and reduced manual work

• Analysts no longer need to manually copy records or updates between ASM and ServiceNow.

• Faster hand‑offs

• Lower risk of human error

• Administrators decide which fields are synchronised and how they align across systems, ensuring the integration matches local processes

• You can limit synchronisation to specific record types, queues, or conditions (for example, by category or assignment group) to match your integration use cases.

Prerequisites

Before you deploy the ServiceNow connector, ensure the following prerequisites are met:

Alemba Service Manager

• Supported ASM version (ASM Hermes 10.2025.Q4 or later – confirm with your release documentation).

• Appropriate ASM API access enabled and configured.

• Service account or integration user for API access with sufficient permissions to:

  • Read and update incidents, problems, events, requests, tasks

  • Read and write notes (work notes/case notes)

  • Read and attach files where needed

ServiceNow

• Supported ServiceNow version (as per your internal compatibility matrix).

• Service account for integration with permissions to

  • Read and update Incidents (and any other ITSM tables in scope)

  • Access comments / work notes

  • Handle attachments (read and create)

Azure & Network

• Azure subscription with permissions to:

  • Create and manage Logic Apps

  • Configure API connections and secrets

• Network connectivity between:

  • Azure Logic Apps and ASM

  • Azure Logic Apps and ServiceNow

  • Any required firewall rules, IP allow lists or VPN configurations in place.

Governance and Design

• Agreed scope of integration (which record types, directions of sync, and conditions).

• Defined field mapping between ASM and ServiceNow fields (e.g., status, priority, category).

• Agreed ownership rules (who is primary owner at different lifecycle stages, which system is source of truth for each field).

High‑level approach

Trigger

• A record is created or updated in ASM or ServiceNow.

• This change is detected via polling, Webhooks, or Integration Rules.

Service Now Connector

• Receives the even

• It evaluates rules (e.g., record type, status, assignment group) to determine whether to synchronise.

• It transforms data between ASM and ServiceNow field formats using the configured mapping.

API calls

• The Service Now Connector calls the target system’s REST API to create or update the counterpart record.

• Notes and attachments are transferred as required.

Response handling

• Responses from the API are processed.

• Errors are logged for troubleshooting.

Customer Success Story

Alemba & Barts NHS: Real-Time ServiceNow Integration Demoalemba.com

Configuration steps – adding the connector

Please contact your Technical Account Manager or Professional Services for more information