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ServiceNow Overview

Connect Cloudaware with ServiceNow to exchange cloud inventory data, enrich ServiceNow CMDB, and automate ITSM records such as incidents and change requests. Use this section to select the appropriate ServiceNow-related guide.

Key Use Cases​

Use the ServiceNow integration with Cloudaware when you need:

  • CMDB enrichment with cloud assets: populate ServiceNow CMDB with Cloudaware-discovered cloud resources.
  • Policy violations as incidents: create ServiceNow incidents from Cloudaware security or compliance findings.
  • Cloud changes as change requests: submit ServiceNow change requests when Cloudaware detects cloud configuration changes.
  • ServiceNow operational context in Cloudaware: enrich Cloudaware CMDB assets with ServiceNow ownership, incident, or application metadata.

Integration Modes​

Cloudaware supports two directions of data flow with ServiceNow. Organizations may use one or both modes depending on their requirements.

Push: Cloudaware to ServiceNow​

In the push model, Cloudaware proactively sends cloud asset and event data into ServiceNow. This is the most common approach and requires minimal effort on the customer side.

For CMDB enrichment, the push integration is delivered via the Cloudaware CMDB Application for ServiceNow, which is available from the ServiceNow Store or installable via an XML file. The application uses ServiceNow IntegrationHub and Workflow Studio to receive and process data sent by Cloudaware. Activation requires a service request to Cloudaware, who configures the data push.

For ITSM workflow automation, Cloudaware can also push data through ServiceNow Notification. This option uses a ServiceNow integration, a ServiceNow Notification mapping, and a Salesforce Outbound Message invoked by a record-triggered flow to create or update ServiceNow incidents, changes, or custom records.

Cloudaware can push the following data into ServiceNow:

  • Cloud infrastructure CIs, such as EC2 instances, Azure VMs, load balancers, storage, and more
  • Policy violations, surfaced as ServiceNow incidents
  • Detected changes in the cloud environment, submitted as ServiceNow change requests
  • Any Cloudaware-tracked object type, mapped to the appropriate ServiceNow CMDB class

Delivery for CMDB enrichment works as follows:

  • Cloudaware pushes data to ServiceNow on a configurable schedule.
  • Cloudaware can also trigger real-time pushes when a specific change is detected, for example, a new resource is provisioned or a security configuration is modified.
  • The customer defines a target class or table in ServiceNow and grants Cloudaware access. Cloudaware manages the data delivery.
  • Any changes to push frequency, CI types, or attributes are handled via a service request to Cloudaware.

The primary advantage of the push model is minimal effort for customers. The Cloudaware CMDB Application handles CI delivery for CMDB enrichment, while ServiceNow Notification handles ticket and custom-record automation from Cloudaware workflows.

Pull: ServiceNow to Cloudaware​

In the pull model, Cloudaware connects to ServiceNow to retrieve data from ServiceNow tables on a scheduled basis. The retrieved data lands in Cloudaware, not in ServiceNow, and can be mapped to existing Cloudaware CMDB assets to enrich cloud asset records with operational context from ServiceNow.

There is currently no self-service UI for configuring a ServiceNow pull. Setup is handled through a service request to Cloudaware. The Cloudaware team configures the connection, query scope, and schedule on behalf of the customer.

Cloudaware can pull the following data from ServiceNow:

  • Any ServiceNow table the customer specifies, including configuration items, service catalog entries, incidents, users, or custom tables
  • The configured scope, including which tables, which fields, and how often data is retrieved

After the data is retrieved:

  • Retrieved ServiceNow records are stored in Cloudaware and linked to the corresponding Cloudaware CMDB assets.
  • Cloudaware can display ServiceNow-sourced context, such as service ownership, open incidents, or ITSM metadata, alongside cloud resource data.
  • The combined view supports use cases such as mapping a ServiceNow application record to the underlying cloud infrastructure tracked by Cloudaware.

Choose the Approach​

ApproachBest Suited For
Push (Cloudaware → ServiceNow)Recommended when the team wants cloud assets, policy violations, or change events to appear in ServiceNow automatically with minimal custom development. Delivered via the Cloudaware CMDB App; activated by service request.
Pull (ServiceNow → Cloudaware)Recommended when ServiceNow holds operational context—service ownership, incidents, application records—that should enrich Cloudaware CMDB assets. All setup is handled via service request.
Combined (Push + Pull)Recommended for teams that need bidirectional synchronization: cloud assets flow into ServiceNow via push, while ServiceNow operational context flows back into Cloudaware via pull. Suitable for organizations with an established ITSM workflow and a managed cloud asset portfolio.

Explore ServiceNow Guides​

Use these guides together to leverage ServiceNow integrations capabilities in Cloudaware.