ServiceNow

Bidirectional sync between Knowledge Tree and ServiceNow. Keep your CMDB accurate with graph-driven CI updates.

Overview

The ServiceNow integration bridges Knowledge Tree's knowledge graph with your ServiceNow instance. Discovered infrastructure resources are mapped to configuration items (CIs) in the CMDB, change events from the graph automatically create change requests, and incident context is enriched with dependency data from the graph.

Bidirectional sync

Unlike one-way integrations, Knowledge Tree can both push updates to ServiceNow and read back CI data, keeping both systems in sync.

CMDB sync

Resources discovered by Knowledge Tree are automatically mapped to ServiceNow CIs. The mapping is configurable per resource type.

Knowledge Tree resource	ServiceNow CI class
AWS EC2 instance	cmdb_ci_ec2_instance
AWS RDS instance	cmdb_ci_db_instance
Azure VM	cmdb_ci_vmware_instance
Kubernetes pod	cmdb_ci_k8s_pod
DNS record	cmdb_ci_dns_name
Network load balancer	cmdb_ci_lb

Change requests

When a resource change is detected in the graph (e.g., a security group rule is modified), the integration can automatically create or update a ServiceNow change request. The change request includes:

Resource details -- what changed, before and after values
Dependency impact -- which other resources depend on the changed resource
Blast radius -- the full impact zone from graph traversal
Approval workflow -- optional approval gates before changes propagate

Incident enrichment

When a PagerDuty or ServiceNow incident is created, Knowledge Tree enriches it with:

Resource dependency graph -- what depends on the affected resource
Recent change history -- what changed on the resource in the last 24 hours
Related runbooks -- operational runbooks for the resource type
Team ownership -- which team owns the resource based on tags or scope

Workflow triggers

The integration supports webhook-triggered workflows in ServiceNow. When a significant graph event occurs (new resource discovered, resource deleted, critical change detected), a webhook payload is sent to a configurable ServiceNow endpoint to trigger custom workflows.

Configuration

# config.yaml
integrations:
  servicenow:
    instance: acme.service-now.com
    username: ${SERVICENOW_USER}
    password: ${SERVICENOW_PASSWORD}
    cmdb_sync:
      enabled: true
      interval: 6h
      ci_mappings:
        - kt_type: aws_ec2_instance
          sn_class: cmdb_ci_ec2_instance
    change_requests:
      auto_create: true
      approval_required: true
    incident_enrichment:
      enabled: true
      max_depth: 2
    webhook_triggers:
      - event: resource.created
      - event: resource.deleted
      - event: change.critical