ServiceNow configuration

learn about how to configure servicenow and incident and change request data in servicenow is a sophisticated incident and change ticketing system as incidents are reported and change requests are made, servicenow provides a platform to enable tracking these itsm requests and accrue performance data as your devops team acts on these tickets by integrating servicenow with , you can compile critical statistics such as change faiure rate (cfr) and mean time to restore (mttr) automatically, statistics that are traditionally challenging to dynamically calculate to integrate servicenow with you must complete the following procedures inventory and acquire prerequisite requirements create a connection between servicenow and enable an onboarding configuration application onboard it as a technical service prerequisite requirements the following items are required before beginning obtain servicenow credentials users must have valid credentials (username and password) to access the servicenow platform user role requirements users must have appropriate roles assigned in servicenow to pull, create, and manage incidents and change requests if you are unsure about the required roles, please refer to the servicenow documentation on role management for guidance on role assignments and permissions access policy as platform administrator and administrator ensure that the user creating the connection has the necessary access policies the user should have the platform administrator role to create and manage connections effectively users must be assigned the administrator role, which allows them to create and manage configurations creating a connection use the following procedure to create a connection between and servicenow click app manager → iam → connections → add new → add connection select the add connection option select content provider as snow requires the following information connection name local connection name it could be any string and is used only for reference service now instance url servicenow host url example https //dev123456 service now\ com/ username for servicenow the user id with which user logged in to servicenow password password of the user with which user logged in to servicenow proxyid (optional) this is the uuid for the proxy adapter a proxy adapter serves as a bridge between your on premise applications and the cloud, enabling secure and efficient communication, and is necessary if your customer's data is behind their firewall proper configuration is essential for optimal performance and security if this option is required complete the form the following fields may be populated with nonsense values while creating the connection client id token configuring servicenow to complete the integration of servicenow, you must complete a configuration process kyndryl supports two different configuration processes, only one of which your organization has subscribed if your organization was onboarded before 6 june, 2024, you are subject to the legacy process (legacy customers) if your organization was onboarded on 6 june 2024 or after, you are subject to the new process (recent customers) refer to the appropriate document in the following list application configuration legacy customers docid\ m1tce9nzb0dguu9w8zogw creating an application docid\ r oxvj9o68noa0fc6j5ks note the configuration mechanisms that require these processes are in a transition phase driven by the fact that each tool must be individually adapted for the new mechanism, which is more efficient than the legacy mechanism both processes are supported until the transition of all supported tools from the old mechanism to the new mechanism is complete