MSP Process inside ServiceNow
Your ServiceNow workflows.
Less everyday work.
Luke F.
Northwind Dental
- 00:00
Incident INC0024812 opened
Lisa R.
- 00:09
Business Rule fires
MSP Process receives the event
- 00:18
Authenticator push sent
Device trust evaluated
ApproveMicrosoft Authenticator
Approve sign-in?
- 00:27
Request approvedOK
Biometric approval and Conditional Access checks passed
- 00:45
+2 stepsResult stored in ServiceNowOK
Connect MSP Process to ServiceNow so your team can handle requests with incident, change and problem records in sync. Route work by group and bring asset context into each ticket, so your team has the details together.
- Incident sync
- Bi-dir
- Group-aware routing
- Group
- Asset context
- CMDB
MSP Process + ServiceNow
Put AI automation to work across the channels your clients use, with MSP Process connected to your ServiceNow workflows.
- Context with every incident
- Your team receives caller context with every ServiceNow incident at intake, keeping those details alongside the request.
- Approval before changes run
- Change requests require multifactor authentication (MFA) approval before execution, giving your team an approval step within the workflow.
- Callers linked to problems
- Callers automatically link to existing problem records, bringing their requests together with the problems your team already tracks.
- Assets alongside the request
- Each caller automatically links to the correct configuration item in your CMDB, bringing asset context into the ticket.
- Events from Business Rules
- ServiceNow Business Rules trigger MSP Process inline, connecting inbound records to the caller checks within your workflow.
- Results your team can use
- We store caller check results as structured ServiceNow records, keeping the evidence inside the tools your team uses.
GET SET UP
Connect your tools.
Put them to work.
Get set up in Four steps, with most MSPs live and writing records back to ServiceNow the same day.
Connect through OAuth
Connect ServiceNow through OAuth with access scoped to incident, change and problem tables for this integration.
Connect your record events
Set up ServiceNow Business Rules to fire MSP Process events when inbound records arrive in your workflow.
Check before taking action
We check the caller's identity before any privileged action on incident or change records in your workflow.
Write the result back
We write the result back as a structured ServiceNow record, keeping it alongside the work your team handles.
WHAT YOU LEAVE WITH
The request arrives.
The context comes too.
Your team gets caller context, linked assets and approval results inside ServiceNow, alongside the requests they handle each day.
Without MSP Process
ServiceNow without verified intake.
Unknown caller
Says: Luke F., Northwind Dental
- 01
Incident opened by phone
caller identity captured as free text.
- 02
Change request processed without verifying the requester.
- 03
CMDB asset touched on an unverified ticket.
- 04
Compliance asks for verification evidence, there isn't any.
With MSP Process
ServiceNow with MSP Process.
Unknown caller
Says: Luke F., Northwind Dental
- 01
Incident opened with verified caller attached as a…
structured field.
- 02
Change requests gated on MFA push approval before execution.
ApproveMicrosoft Authenticator
Approve sign-in?
- 03
CMDB touches only happen on verified, audited records.
- 04
Verification evidence exportable per record for SOC 2 /…
ISO audits.
LET'S TALK AUTOMATION
Your ServiceNow workflows.
Ready for more.
Connect the application programming interface (API) and bring MSP Process into the ServiceNow workflows your team already uses.
Bring us the process you most want to stop doing by hand.