P1 becomes a phone call
A critical incident record triggers the escalation policy — voice, SMS, push and chat in the order you set — rather than waiting for somebody to notice a queue.
ServiceNow
ServiceNow integration
ServiceNow holds the record of what is broken and who owns it, with the priority and the assignment group already worked out. What a P1 record does not do on its own is wake anybody up, which is the gap ITOC360 fills.
How ITOC360 connects to ServiceNow
Trigger on what matters
Fire on priority, category, assignment group or a state transition, so a P1 in production pages and a P4 request does not.
The assignment group is the rotation
Map a group to an ITOC360 schedule and the page follows the rotation, including overrides and handovers, instead of a name somebody typed in months ago.
No change to your process
ServiceNow stays the system of record. ITOC360 reads the events it raises and takes responsibility for the part ServiceNow was never meant to do.
A P1 record is a statement that something is seriously wrong. It is not, by itself, a person answering a phone.
ITOC360 takes the events your instance already raises and turns the ones that matter into an escalation: the group's current rotation, the channels in your policy, and a trail of who was reached and when they answered. ServiceNow keeps being the system of record; the part it was never meant to do moves somewhere that was built for it.
How it works
Monitoring sources
Alibaba CloudMonitor
Amazon CloudWatch
AppDynamics
Argo CD
AWS Budget
AWS GuardDuty
Azure Activity Logs
Azure Cost Budget
Azure DevOps
Azure Log Alerts
Azure Metric Alerts
Azure Service Health
Checkmk
Cortex
CrowdStrike
Datadog
Dynatrace
Elastic
GitHub
GitLab
Google Cloud Monitoring
Google Security Command Center
Grafana
Grafana Loki
Grafana Mimir
Graylog
InfluxDB
Instana
Jenkins
Jira
Kibana
Linear
ManageEngine OpManager
Microsoft Sentinel
Microsoft Teams
MongoDB Atlas
n8n
Netdata
New Relic
Pingdom
Postman
Prometheus
PRTG Network Monitor
Rollbar
Salesforce
Sentry
ServiceNow
SignalFx
SigNoz
Site24x7
Slack
SolarWinds Orion
StatusCake
Statuspage.io
Terraform Cloud
Twilio
VictoriaMetrics
Zabbix
Zapier
Growing integration library
ITOC360 core
Alert Ingestion & Deduplication
Noise Reduction / Grouping
Routing engine
On-call Schedule
Escalation Policy
Rotations
Notification layer
SMS
Voice Call
E-mail
Responder actions
Acknowledge
Assign
Resolve
Post-incident
Timeline Report
Common questions
How does ITOC360 connect to ServiceNow?
Through a Business Rule or outbound REST message pointing at an ITOC360 endpoint, raised when an incident record is created or updated. No agent is installed in your instance.
Which records should trigger a page?
Usually P1 and P2 incidents on production services. Filtering at the ServiceNow end keeps the volume at what a human can answer, which is what makes a page mean something.
Can the assignment group decide who is paged?
Yes. Map a group to a schedule and the page follows the rotation in force at that moment, overrides and all.
Does ITOC360 write back to ServiceNow?
The integration is inbound: ServiceNow raises the event, ITOC360 runs the escalation. ServiceNow remains the system of record, and the incident timeline on our side records who was paged and when they answered.
Do you need access to our ServiceNow instance?
No. The connection is an outbound call from your instance to ours. We hold no credentials for your instance, and there is nothing for us to sign in to.
Connect ServiceNow and stop missing alerts
Free to start, no card, and no agent to deploy on your monitoring host.