ServiceNow Adapter Capabilities

The ServiceNow Adapter enables you to create an integration in Oracle Integration.

ServiceNow provides platform-as-a-service (PaaS) enterprise service management software for human resources, law, facilities management, finance, marketing, and field operations. ServiceNow specializes in IT service management (ITSM) applications and automates common business processes. ServiceNow contains a number of modular applications that can vary by instance and user.

The ServiceNow Adapter is one of many predefined adapters included with Oracle Integration. You can configure the ServiceNow Adapter as an invoke connection in an integration in Oracle Integration.

Supported ServiceNow Plugins

Plugins are software components that provide specific features within a ServiceNow instance. The ServiceNow Adapter supports the following plugins.

Plugin Description


Enables you to manage all your assets, consumables, and software licenses.


Helps companies perceive and work to reduce risks of changes to the IT environment.


Provides core functionality for the configuration management database, inclusive of enterprise hardware and configuration item relationships.


Restores normal service operations as quickly as possible following an incident, while minimizing the impact to business operations and ensuring that quality is maintained.


Provides Information Technology Infrastructure Library (ITIL) services.


Enables you to manage and maintain model categories, models, suites, and bundled models.


Helps to identify the cause of an error in the IT infrastructure that is usually reported as occurrences of related incidents.


Provides information about individual models. Models are specific versions or various configurations of an asset. Models published to the product catalog are automatically published to the service catalog.


Provides a greatly enhanced version of the default service level agreement (SLA) engine.


Enables cost tracking. This plugin is integrated with asset management, configuration management database (CMDB), cost management, and contract management.


Provides the ability to manage all types of contracts.


Encompasses the planning, designing, building, configuring, and testing of hardware and software releases to create a defined set of release components.


Enables you to gather, store, and share knowledge within your enterprise.


Enables you to route cases to available customer service agents with the necessary skill sets.


Activates the special handling notes application, which enables you to quickly view brief messages about records.


Allows you to order predefined and bundled goods and services from your IT organization or other departments.


Part of the service desk application that enables service desk staff to collect information in a call that does not relate to a specific process. The call is transferred to an incident, problem, change request, or service catalog request. Replaces the best practices: the new ticket module and the New Call Wizard plugin.


Provides the core SLA functionality. SLA definitions provide conditions to start, pause, stop, cancel, and reset task SLAs against any task type. In addition, you can specify a schedule on the definition to define the working hours and also a workflow to run against each task SLA that is typically used to generate notifications.


Allows crisis managers to manage communications for major issues, bringing together all involved users to help resolve these issues quickly.


Allows you to create purchase orders and obtain items for fulfilling service catalog requests.


Provides the ability to create on-call schedules and escalation trees. When an incident is created, the escalation is dynamically routed to an on-call resource. On-call enables you to configure and build different on-call schedules per process and assignment group. When utilizing the notify plugin, resources can use short messaging service (SMS) and voice escalations to interact with the escalation to acknowledge incidents, and so on.


Enables an organization to document the business services it provides using a standardized, structured format. Performance against availability commitments is calculated and can be displayed in a home page.


Provides capabilities to measure, manage, and track vendor data and compare performance characteristics in unique graphical views.


Enables you to register a new user/roles/group/department/ company.