Incident Management Takes a Giant Leap with Next-Gen ServiceNow Integration

In the fast-paced world of digital operations, the gap between detecting an issue and resolving it can mean the difference between a blip in service and a full-scale customer impact. That’s why organizations worldwide rely on ServiceNow for IT service management and xMatters for intelligent incident response automation. 

Now, with our next-generation ServiceNow integration, xMatters and ServiceNow are working together more seamlessly than ever, delivering more flexibility, more automation, and more ways to tailor your incident response to your business needs. 

The Combined Power of ServiceNow and xMatters  

ServiceNow has become the de facto system of record for IT service management, giving teams the visibility, governance, and workflows they need to manage their services. xMatters turns those insights into action by orchestrating automated, multi-channel communications, accelerating collaboration, and triggering workflows that resolve incidents faster. 

With this new integration, the two platforms operate as a single, unified incident management powerhouse, making it easier than ever to connect the right people, automate the proper steps, and resolve issues before they impact your customers. 

What’s New in the Next-Gen Integration 

Our latest release builds on the foundation of our proven integration, maintaining all the essential capabilities you rely on while introducing a more flexible architecture, easier customization, and expanded use cases. Whether you need a quick, out-of-the-box deployment or want to create advanced custom workflows, this integration adapts to you. 

Smarter Incident Management  

The new integration takes incident management to the next level with more granular control and no-code customization: 

• Fine-Tuned Triggers – Define exactly which incident states (e.g., New, In Progress), priorities, or even specific field changes should send a signal to xMatters. 

• Flow Designer Power – Build fully customized workflows for incident handling, incorporating steps like chat creation, meeting invites, or automated downstream calls,  all without heavy coding. 

• Record Alerts Trigger – Kick off flows instantly when incidents change, with no scripting needed. 

• Dynamic Steps – Create or update ServiceNow records directly from xMatters workflows without custom code. 

More Flexible xMatters Actions 

Engaging with the right people in the right way is easier than ever: 

• Unlimited Actions – Tie actions to any ServiceNow record type, form-based or formless. 

• Custom Forms – Easily modify action forms using the intuitive xMatters layout builder. 

• Role-Based Assignments – Assign multiple roles per action for more precise targeting. 

• Action Triggers in Flow Designer – Launch automated workflows whenever a user initiates an action in ServiceNow, without touching a line of script. 

Built for Custom Integrations 

For teams with advanced needs, the new integration includes a refined xMatters Client that can be used directly in ServiceNow Business Rules and scripts: 

• Call xMatters workflows with minimal code. 

• Leverage built-in authentication and configuration. 

• Override properties programmatically for advanced scenarios. 

• Combine with the Record Alerts trigger for rapid, tailored workflow creation. 

Why This Matters for Your Team 

This next-gen integration means you can: 

• Respond Faster – Detect, engage, and act without manual intervention. 

• Automate More – Replace repetitive tasks with intelligent workflows. 

• Adapt Easily – Adjust triggers, forms, and flows as your needs evolve. 

• Work as One – Align ServiceNow’s ITSM capabilities with xMatters’ incident response automation for true end-to-end incident resolution. 

The Bottom Line 

The new xMatters + ServiceNow integration is more than an upgrade. It’s a more innovative and more adaptable way to manage incidents. By combining ServiceNow’s ITSM excellence with xMatters’ automation-first approach, you can ensure that no critical alert slips through the cracks and no response is delayed by manual processes. 

Your incident management just got a whole lot smarter.  

Ready to see how xMatters can take your ServiceNow implementation to the next level? Click here to book a demo today!