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Productivity

ServiceNow for Slack: Your ticket to speedy IT service management

With the new ServiceNow for Slack integration, IT service teams resolve issues faster, get help sooner and streamline record tracking

By the team at SlackApril 27th, 2021

Cloud computing platform ServiceNow has transformed the way millions of teams troubleshoot issues and manage requests. With its streamlined workflow system, ServiceNow is an especially popular solution for teams whose jobs revolve around fielding inquiries, such as IT, security, HR and customer service.

ServiceNow is used by many roles within an IT organization, not just the employees managing the help desk. That’s why after listening to customer feedback, we’re launching a new ServiceNow integration to help accelerate IT service management without ever leaving Slack. With the ServiceNow for Slack integration, teammates can manage requests on pending changes directly within Slack channels, a single place to share messages, tools and files. 

“Our customers asked for an improved ServiceNow integration that leverages the Slack user experience, and we heard them loud and clear,” says Allan Leinwand, senior vice president of engineering at Slack. “This integration streamlines and organizes communication around records, leading to faster incident response and an improved IT service experience.”

Allan Leinwand, Senior Vice President of Engineering, Slack

“The ServiceNow for Slack integration streamlines and organizes communication around records, leading to faster incident response and an improved IT service experience.”

Allan LeinwandSenior Vice President of Engineering, Slack

Get help sooner

Need the IT team’s help? Employees can simply submit a ServiceNow Incident from within Slack, whether they need to report a software outage, request help with their hardware or kick off a password reset. Teammates can create a ServiceNow Incident from any existing message in a Slack channel using message shortcuts or start one from scratch using the Shortcuts menu.

The ServiceNow integration for Slack allows users to submit a ServiceNow Incident from within Slack.

Resolve issues faster

When a ServiceNow Incident is shared or unfurled in a Slack channel, teammates can spin up a conversation about the topic within Slack. Slack channels make it easy to reference notes and comments posted to the Incident, ensuring that everyone has the vital information they need to resolve the issue. 

Adding new comments and updating statuses within Slack is also a snap. Now, it’s easier than ever for incident-management crews to stay focused on the task at hand because they no longer have to switch between platforms to do their work.

The ServiceNow integration for Slack allows users to share and comment on ServiceNow Incidents in channels.

Keep track of records

Using ServiceNow for Slack’s powerful search functionality, teammates can browse and find ServiceNow records using the specific record ID or a short description. Results are sorted by record type for easy discoverability. From there, teammates can share records to a Slack channel to foster broader team collaboration, engage subject matter experts in Slack or remind someone of a pending task. 

The ServiceNow integration for Slack allows users to browse and find ServiceNow records in Slack.

 

Interact with Service Catalog

Without ever leaving Slack, teammates can search the ServiceNow Service Catalog to view available catalog items like hardware and software, preview item information and kick off the ordering process with just a few clicks. Teammates can use this feature to stay up to date on their open requests, and approvers can keep track of items that need attention.

Customize incident workflows

No two organizations are alike; likewise, no two IT departments use their tech stacks the exact same way. With ServiceNow steps in Workflow Builder, admins can customize their incident-management process to fit their teams’ needs. Workflows are automated multistep tasks or processes that start in the Slack workspace, no coding required.


Teams can create workflows to:

  • Build a custom form with any ServiceNow field to capture a ServiceNow Incident in Slack
  • Automatically create incident channels 
  • Send specific users messages in Slack when an incident is created from a workflow
  • Leverage steps from other apps to trigger a ServiceNow Incident in response to an event in Slack

 

When it comes to preventing service interruptions, every second counts. The new ServiceNow integration for Slack breaks down the barriers to collaboration, streamlining the entire IT service management process with easy-to-use automation.

Move work forward faster in Slack

Bringing the integrations you use every day into Slack keeps your team coordinated and working faster. Visit our app directory to explore all the tools you can connect with Slack.

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Use the ServiceNow app for Slack to:
  • Create ServiceNow Incidents from within Slack
  • Search and share ServiceNow records in channels
  • Build customized incident workflows in Slack

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