Automate Ticketing with Confidence
Manual ticketing slows response time and invites errors. Forward Networks simplifies this by detecting drift, anomalies, or changes—and automatically creating ServiceNow incidents based on verified data. Incidents are enriched with hostname, config diff, device roles, and severity, saving time and ensuring accuracy.
Implementing change management for network modifications has multiple benefits:
- Minimizes Downtime and Disruptions – Proper change management ensures that all modifications are planned, tested, and reviewed before implementation, reducing the risk of unexpected outages or performance issues.
- Enhances Security and Compliance – By maintaining a structured approval process, organizations can prevent unauthorized changes that might introduce vulnerabilities and ensure compliance with industry regulations and internal security policies.
- Improves Accountability and Documentation – A well-defined change management process creates a clear audit trail of network modifications, making it easier to troubleshoot issues, track performance impacts, and maintain historical records for future reference.
Business Value for IT Leaders
Automating incident generation and CMDB updates delivers measurable impact:
- Cut MTTR by eliminating manual triage
- Improve audit compliance with verified state tracking
- Reduce operating costs by streamlining workflows
- Increase CMDB accuracy with real-time device insights
How It Works
- Forward detects a network change (e.g., config drift or port status change)
- Forward’s API sends a structured POST to ServiceNow’s Incident or Change endpoint
- The ticket includes config details, CI link, and priority
- CMDB attributes are updated to match the current network snapshot
- Forward validates the post-change state for compliance
See It in Action
One enterprise integrated Forward and ServiceNow for automated drift-based incident creation. Within two months:
- Ticket creation time dropped by 92%
- CMDB record accuracy increased by 40%
- Audit-prep time was cut in half
For step by step technical implementation guidance, payload examples, and workflow templates, read the full community post here:
Change Control Workflow Automation with the API
Using Forward Enterprise for Change Control Validation