ServiceNow is a cloud computing platform designed to help organizations manage their business workflows.
With OnePlan, organizations can bridge strategic planning with work being managed in ServiceNow. Portfolios and projects defined in OnePlan can be aligned with data imported from ServiceNow, enabling full visibility, strategic alignment, and better portfolio-level control.
Use Cases
The ServiceNow integration has the following most popular use cases:
Operational Work Visibility in Strategic Portfolios
- Use Case: ServiceNow incidents, problems, and change requests are synced into OnePlan as plans or work items.
- Value: Gives portfolio managers a complete view of both strategic projects and day-to-day operational work, helping them balance priorities and resource allocations.
Resource Capacity Impact Analysis
- Use Case: Time or effort logged on ServiceNow tickets is synced into OnePlan to reflect actual resource utilization.
- Value: Enables more accurate capacity planning by accounting for time spent on unplanned or support work, not just planned initiatives.
Resource Import and Role Mapping
- Use Case: ServiceNow user data is synced into OnePlan to populate the resource pool with roles, departments, and availability.
- Value: Reduces duplicate data entry and ensures consistent resource data across ITSM and strategic planning environments.
IT Work Alignment with Strategic Initiatives
- Use Case: ServiceNow tickets can be linked to initiatives in OnePlan.
- Value: Helps IT and strategy teams ensure that operational work supports business goals, and surfaces unaligned work for reassessment.
Features
The ServiceNow integration supports the following features:
- Import ServiceNow data into OnePlan as plans.
- Create and update OnePlan work items from ServiceNow.
- Update existing data in ServiceNow from OnePlan work items.
- Create and update resources from ServiceNow users.
- Synchronize custom fields between ServiceNow and OnePlan.
- Automatic data sync via scheduled jobs.
- Filter what data to sync.
- Choose from different OneConnect subscription levels to match your needs.
Setup Requirements
To set up the ServiceNow integration, you’ll need:
- A licensed ServiceNow user account for the integration.
Setup
To configure the integration, refer to the ServiceNow Integration Setup page.
Next Steps
After installing the integration:
- Configure field mappings and schedule sync jobs.
- Load data from ServiceNow into OnePlan.
- Build portfolios from the integrated plans.
Mind the Gap
Known limitations of the integration:
- New records cannot be created in ServiceNow from OnePlan.
- OnePlan plan level data cannot be updated from ServiceNow.