Creating a connection with ServiceNow

IT Asset Management (Cloud)

You can create a connection to ServiceNow, and choose the data to export to ServiceNow. The data you choose depends on the data you already have in ServiceNow, and which of these management tools you choose as your primary repository for each data type. For example, if your hardware inventory data is already being imported to ServiceNow (and, separately, to IT Asset Management) from another source such as Microsoft Endpoint Configuration Manager (previously Microsoft SCCM), then you may not need to export hardware inventory data from IT Asset Management to ServiceNow. If, however, you choose to use IT Asset Management as your primary data repository for contracts, you may need to export contracts data from IT Asset Management to ServiceNow.

Note: ServiceNow uses OAuth protocol to authenticate and generate the token required to create the connection with IT Asset Management. To generate this token, the ServiceNow user account must have ServiceNow admin privileges.

To create a connection with ServiceNow:

1. Login to your ServiceNow Service Management page.
   Example: https://YOUR-INSTANCE.service-now.com
2. In the left-hand menu, navigate to the IT Asset Management > Configuration > Generate Token page.
3. In the Username field, enter the username for the account used to create this connection.
4. In the Password, enter the password for the above account.
5. Click Generate OAuth Token.
   A long Refresh Token appears at the top of the page.
6. Copy the Refresh Token token.
7. In IT Asset Management, navigate to the Integrations tab in the IT Asset Management Settings General page. Expand the ServiceNow accordion section.
   Tip: The Integrations tab is only visible when your account has the access rights described above.
8. In the Instance URL field, enter the URL of your ServiceNow instance.
   Example: https://YOUR-INSTANCE.service-now.com
9. In the Username field, enter the ServiceNow username entered in step 3 above.
10. In the Token field, paste in the OAuth token generated in step 5 above.
11. The Use custom credentials checkbox enables you to enter your own ServiceNow OAuth2 application credentials, Client ID and Client Secret, for exporting IT Asset Management data to ServiceNow.

    When selected, the Client ID and Client Secret fields become active, allowing you to input your ServiceNow credentials.

    These custom credentials will be stored in the ComplianceTenantSetting schema, alongside existing data such as InstanceUrl, UserName, and Token.

    If you choose not to use custom credentials and leave the checkbox unselected, IT Asset Management will continue to use the default credentials. However, if you manually enter ServiceNow OAuth2 credentials, IT Asset Management will prioritise those over the default credentials.

12. At the Data to export to ServiceNow field, select one or more check boxes to determine the data type(s) to export to ServiceNow from the following:
    1. Hardware inventory
    2. Installed applications
    3. Contracts.
13. Click Save to save the ServiceNow system settings. Once saved, the Client ID and Client Secret values are encrypted and will appear as asterisks (*) in the user interface. If you later deselect the Use custom credentials checkbox and click Save again, the values in the Client ID and Client Secret fields will be cleared, and you will need to re-enter both values manually.
    The Export button in the Export data to ServiceNow section is enabled. Your data is automatically synchronized with ServiceNow on the following Sunday and on a weekly basis thereafter, or you can manually Export Data to ServiceNow. If the connection fails or the incorrect information is provided, this will be reported in the Last completed export section on this page or by viewing the results of incoming data jobs in ServiceNow.