Infrastructure event to incident automation

Automated incident creation from SolarWinds alerts via ServiceNow Event Management, eliminating manual monitoring-to-ticket workflows

The challenge

The client's SolarWinds monitoring alerts were handled entirely manually.

The client teams faced delayed incident creation with no automated correlation between infrastructure monitoring events and ITSM records, resulting in increased response times and elevated operational risk across the IT environment.

The solution

Integrated SolarWinds with ServiceNow via REST API using a Webhook-to-Event Table architecture.

Implemented automated event deduplication, CMDB CI mapping, dynamic priority assignment, and automatic incident closure upon alert

resolution, with a dedicated MID Server deployed to support on-premises SolarWinds connectivity.

Measured impact

~60%

Faster incident creation,

~50%

Reduction in alert noise,

~35%

Improvement in MTTR