ServiceNow

Connect Cardinal to ServiceNow for AI-powered ITSM querying — incidents, changes, CMDB, knowledge articles, and the service catalog.

Overview

With the ServiceNow integration, the AI agent can:

• Query incidents — search, filter, and summarize active and historical incidents
• Browse change requests — review upcoming and recent changes
• Search the CMDB — find configuration items and understand service dependencies
• Access knowledge articles — surface relevant documentation and runbooks
• Explore the service catalog — browse available service offerings

Capabilities

Configuration

Settings

The instance URL must use HTTPS and end with .service-now.com or .servicenowservices.com.

Credentials

Authentication uses HTTP Basic Auth.

Prerequisites

• A ServiceNow instance with API access enabled
• A service account with read access to the tables you want the agent to query (incidents, changes, CMDB, knowledge, etc.)
• Network access from Cardinal to your ServiceNow instance (ensure any IP allowlists include Cardinal’s egress IPs)

Recommended Service Account Roles

Create a dedicated service account with read-only roles:

• itil — read access to incident and change management
• cmdb_read — read access to the CMDB
• knowledge — read access to knowledge articles
• catalog — read access to the service catalog

Setup

1. Navigate to Settings > Integrations and click Add Integration
2. Select ServiceNow
3. Enter your Instance URL (e.g., https://yourinstance.service-now.com)
4. Enter the Username and Password for your service account
5. Click Test Connection to verify access
6. Click Save

What This Enables

Once configured, you can ask the AI agent questions like:

• “Show me all P1 incidents from the last 24 hours”
• “Are there any change requests scheduled for this weekend?”
• “What does the runbook say about restarting the payment gateway?”
• “Find the CI record for the production database server”