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BLOG | Aug 26, 2025

Automate ServiceNow Ticketing with Forward Insights

Discover how Forward Networks’ integration with ServiceNow automates incident creation and CMDB updates using real-time network insights—accelerating resolution, improving accuracy, and reducing operational risk.
Christopher Hendrix
Christopher Hendrix Senior Customer Solutions Engineer 
Who should read this post?
  • Network and security teams using ServiceNow
  • ITSM leaders focused on automation and operational efficiency
  • CMDB managers seeking real-time infrastructure alignment
What is covered in this content?
  • How to automate ServiceNow incident creation using Forward insights
  • Syncing CMDB records with validated, live network data
  • Sample API-driven workflows
  • Business outcomes of automating NetOps-to-ITSM integration

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

  1. Forward detects a network change (e.g., config drift or port status change)
  2. Forward’s API sends a structured POST to ServiceNow’s Incident or Change endpoint
  3. The ticket includes config details, CI link, and priority
  4. CMDB attributes are updated to match the current network snapshot
  5. 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

Industry Recognition

Winner of over 20 industry awards, Forward Enterprise is the best-in-class network modeling software that customers trust

Customers are unanimous:
Forward Enterprise is a game-changer

From Fortune 50 institutions to top level federal agencies, users agree that Forward Enterprise is unlike any other network modeling software

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