ServiceNow + D3 Smart SOAR
Powerful Orchestration Workflows for Escalated Tickets
ServiceNow provides one of the world’s leading IT service management tools. SOAR and IT ticketing systems have some superficial similarities—they both intake alerts and assign them to personnel for handling—but their capabilities and the ways they are used are both largely distinct. D3’s integration with ServiceNow’s ITSM module enables SOC and IT teams to leverage both solutions.
Expert-Built and Maintained Integrations
D3’s integration team takes the burden of integrations off your hands by building, maintaining, and upgrading the best possible connections between tools. We have built a unique integration with ServiceNow that supports bi-directional synchronizing, enabling enterprises and MSSPs to work out of Smart SOAR without switching back to ServiceNow to manually update tickets. Other capabilities include:
- Escalating ServiceNow tickets to Smart SOAR for automation-powered investigation and response
- Creating ServiceNow tickets from Smart SOAR to schedule IT-related security tasks
- Triggering Smart SOAR actions from ServiceNow via D3’s RESTful API
Use Case 1
Ticket Escalation
In order to enable stronger security processes without completely reconfiguring their IT infrastructure, ServiceNow users can escalate tickets to create incidents in Smart SOAR when the ticket requires investigation by the SOC team. Smart SOAR can ingest ticket information including the assignee, description, priority, and comments, which might include threat intelligence that was added in ServiceNow. ServiceNow has its own script-running platforms, which allow it to trigger actions via D3’s RESTful API.
- Bring the power of Smart SOAR playbooks to ServiceNow tickets
- Enrich tickets with threat intelligence and other contextual data
- Conduct deep investigations while preserving existing IT workflows
Use Case 2
Inter-Team Orchestration
In organizations where the IT team uses ServiceNow and the SOC team uses Smart SOAR, the SOC can send tickets to ServiceNow to assign IT-related security tasks. These might include blocking an IP, quarantining an endpoint, scheduling a patch, or scheduling a vulnerability scan. The Smart SOAR user can set the fields they wish to populate in the ServiceNow ticket, such as the ticket number, priority, IP address, endpoint info, and the assigned user or team. The integration is bidirectional, allowing ServiceNow users to update the incident in Smart SOAR, such as resolving the incident when the ticket is closed.
- IT and SOC teams can collaborate while still working in the tool they are comfortable with
- Place tickets directly into the IT team’s queue
- Execute faster coordinated actions without miscommunication
Why Smart SOAR?
Joint users of ServiceNow and D3 Smart SOAR don’t just get integrated incident response and ticket management; they also get the countless other features that make Smart SOAR the leading independent SOAR solution, including:
Expert-built codeless integrations across the stack
Tier 1–3 automation, based on deep research into the capabilities of common tools
The Event Pipeline, which reduces alert volume by up to 98%
Cross-dimension correlation, which acts across tools, timeframes, TTPs, and artifacts
ServiceNow Integration: Summary
Integrations Done the Right Way
An unlimited number of pre-built integrations, expertly maintained by the largest technical team in security automation. Thoroughly researched, tested and built—and delivered for free. Always.
