Integration · ServiceNow
ServiceNow integration: AI incidents and changes as ITSM records
In many companies, incident and change management runs through ServiceNow. The SimpleAct integration creates an incident record for AI incidents and a change record for change register entries in ServiceNow, and updates them when the case changes in SimpleAct.
Incident recorded
AI-based application screening
Change register updated
Model update, application screening
SimpleAct
Event routing
ServiceNow
Incident & change records
What the integration does
AI governance in the ITSM process
SimpleAct remembers the record’s sys_id per case and updates it with PATCH instead of creating new records.
- Incidents
- When an AI incident is created or changed in SimpleAct, a record in the incident table (default: incident) is created or updated, with AI system, title and severity. Can be switched off.
- Changes
- Change register entries are created as records in the change table (default: change_request), with a link to runtime governance in SimpleAct.
- Ownership
- An assignment group can be stored so records land with the right team straight away.
How it works
Setting up ServiceNow
Set-up happens under Enterprise options → Integrations.
Enter access details
Enter instance URL, username and API token; optionally an assignment group and different incident and change tables.
Test the connection
A connection test calls your instance with the stored details.
Records are created
From now on, AI incidents and change register entries create records in ServiceNow. If delivery fails, SimpleAct shows a warning; the case stays saved.
What the ServiceNow integration does and does not do
Tailored to AI incidents and changes.
- AI incidents as incident records, changes as change records
- Updates instead of duplicates
- Tables and assignment group configurable
- Incident sync can be switched off
- No status or comments transferred back from ServiceNow
- CAPA actions and governance cases do not go to ServiceNow (Jira, GitHub/GitLab and Teams cover those)
Frequently asked questions about ServiceNow
Which interface does the integration use?
The ServiceNow Table API with username and API token. The target tables for incidents and changes are configurable.
Is an incident resolved in ServiceNow closed in SimpleAct?
No. The integration only writes from SimpleAct to ServiceNow. You keep the status in SimpleAct.
Which data is transferred?
Case details such as AI system, title, severity and a link to SimpleAct. The connection runs over HTTPS.
AI incidents in your existing ITSM process
With the ServiceNow integration, AI incidents and changes become part of your incident and change management.