Large German Software Company

Reduce ServiceNow Licence Cost through Data Integration

Challenge

Solution

Result

What was Automated?

Automated Data Integration

An existing on-premise Cloudomation workspace has been extended to integrate ServiceNow and the company’s internal data warehouse (DWH). Customer support tickets and related information are retrieved from ServiceNow every hour and loaded into the DWH, with plans to transition to a near-real-time transfer. Reports are generated in the DWH. In the future, the data will be transferred to an internal documentation system and made accessible to a larger user base.

All the Details About the Automation
  1. A Cloudomation on-premise workspace was already running in the customer’s data center and is used for other use cases as well.
  2. ServiceNow and the company internal data warehouse (DWH) were connected to Cloudomation.
  3. Cloudomation fetches all customer support ticket data as well as related customer data from ServiceNow and transfers the data to the DWH.
  4. The data transfer is scheduled to run hourly. A switch to near-rea-time data transfer is planned, which shall be triggered by each change in a cusomter support ticket in ServiceNow.
  5. Reports are generated in the DWH based on the ServiceNow data.
  6. In a next step, transfer of the ServiceNow data to an internal documentation system is planned so that more people get access to the data.

How did we Develop the Automation?

An automation expert from Cloudomation developed the data transfer logic in collaboration with the DWH-team.

What are the Next Steps?

Meet Your New Platform Engineering Tool

Streamline operations, optimize collaboration, and deliver faster. Let’s discuss how our platform can help you overcome challenges and hit your goals.