From Custom Fragility to Certified Standard
A global observability platform replaced a fragile ServiceNow integration with a certified, upgrade-safe connector, simplifying adoption, reducing support burden and enabling customers at scale.
Context
As a global leader in observability and software intelligence, the organisation provided deep insight into complex technology environments. However, its existing integration with ServiceNow was no longer meeting enterprise expectations.
Architectural changes within both ServiceNow and underlying APIs had rendered previous connection methods fragile and increasingly unsupported. Customers were experiencing friction during upgrades, often forced to choose between maintaining monitoring capability or keeping their ServiceNow platform current.
This created risk for customers and placed growing strain on support teams.
Approach
The engagement focused on replacing bespoke integration logic with a native, certified component that aligned with ServiceNow’s long-term platform direction.
Define
The core issue was not integration capability, but sustainability.
Custom connectors and peripheral scripts could not reliably survive ServiceNow’s bi-annual upgrade cycle. Establishing a clear baseline for what constituted a supported, enterprise-grade integration was the first step toward breaking the maintenance trap.
Align
A new connector was architected to operate natively within the ServiceNow Integration Hub.
By following the ServiceNow Spoke model, the integration became part of the platform’s automation engine rather than an external dependency. Complex configurations were replaced with a guided, out-of-the-box setup, allowing users to connect observability data to incidents, problems and CMDB records in minutes.
Engineering was aligned to ServiceNow Store certification requirements, ensuring the solution met global standards for security, performance and scalability.
Govern
Governance was embedded through certification and platform-native design.
By adhering to ServiceNow’s approved architecture and lifecycle expectations, the connector became inherently upgrade-safe. This removed the need for ongoing remediation as ServiceNow versions evolved and gave customers confidence that the integration would remain supported over time.
Outcome
The integration moved from a recurring point of failure to a certified global standard.
The connector was successfully published to the official ServiceNow Store, providing thousands of enterprise customers with a supported, out-of-the-box solution. Support demand dropped significantly as custom configurations were eliminated, and the client shifted focus from fixing integrations to enabling customer outcomes.
The engagement also strengthened the technical partnership between two global software providers, with a shared, standards-based foundation for future collaboration.