# ServiceNow ITSM integration

> ServiceNow keeps incidents, changes, and CMDB; Workload keeps allocations. Optional bridge via CSV, IntegrationHub, or REST v1 API. Not a Marketplace connector.

- HTML: https://www.simpleworkload.com/en/integrations/servicenow
- Markdown: https://www.simpleworkload.com/en/integrations/servicenow.md

## Does Workload connect to ServiceNow?

There is no ServiceNow Marketplace connector. An optional bridge is possible through CSV import, IntegrationHub (REST Message), or Workload's REST v1 API: you push members and allocations from an approved change or demand. Incidents, changes, and CMDB stay in ServiceNow; named allocations live in Workload.

CSV import from the Starter plan; REST v1 API from the Professional plan.

## What can flow

- ServiceNow → Workload: team members and allocations from an approved change or demand (CSV, IntegrationHub, or REST v1)
- Workload → ServiceNow: nothing. The bridge is one-way and does no ITSM write

## Prerequisites

- A Workload account with REST v1 API access if you use IntegrationHub or REST
- A Workload API key with the needed scopes (members and allocations write, timesheet read)
- An existing Workload project, chosen by a human, to attach allocations to

## Step-by-step setup

1. Decide who owns what: incidents, changes, and CMDB in ServiceNow; allocations, planned vs actual, and the committee pack in Workload.
2. Recipe A (CSV): export people from ServiceNow, create the members in Workload (CSV import or API).
3. For an approved change or demand, pick the Workload project by hand, then create the allocation with the ServiceNow number in the notes.
4. Recipe B (IntegrationHub): a Flow Designer triggered on change approval calls a REST Message to the Workload API to create the member then the allocation.
5. Connect a native timesheet (Tempo, Azure DevOps, Toggl, Clockify, or CSV) to compare planned and actual.

## Good to know

- No ServiceNow Marketplace connector.
- An incident never becomes a project automatically, and a CMDB item never becomes a team.
- A named allocation covers 8 to 12 weeks; it does not map to a single ticket.
- Workload never writes to ServiceNow: no incident creation, no CMDB change.

## Frequently asked questions

### Does Workload replace ServiceNow?

No. Workload replaces neither ITSM nor ServiceNow SPM Resource Management. It is the capacity and allocation layer beside ITSM.

### Is there a ServiceNow Marketplace connector?

No. The bridge goes through CSV, IntegrationHub, or the REST v1 API.

### Does Workload write to ServiceNow?

No, the bridge is one-way and read-only on the ServiceNow side.

### Where is the full technical recipe?

In the “ServiceNow ITSM → Workload (REST v1)” documentation, which details scopes, example calls, and forbidden mappings.

## Sitemap

- [Markdown sitemap](https://www.simpleworkload.com/sitemap.md)
- [XML sitemap](https://www.simpleworkload.com/sitemap.xml)
- [llms.txt](https://www.simpleworkload.com/llms.txt)
- [llms-full.txt](https://www.simpleworkload.com/llms-full.txt)