Case Study: ServiceNow achieves end-to-end incident-to-release visibility with Kovair Software's Omnibus integration

ServiceNow - Customer Case Study

ServiceNow, a leading cloud-based ITSM provider, needed clearer end-to-end visibility of incident lifecycles and better coordination between help desk and development teams so managers could monitor bug resolution, delivery dates and provide accurate, timely customer updates. To solve fragmented Incident/Change/Bug workflows and the lack of real-time traceability, ServiceNow engaged Kovair Software, leveraging Kovair Omnibus with its ServiceNow Integration adapter.

Kovair Software implemented bi-directional synchronization between ServiceNow and connected development tools via Kovair Omnibus, mapping incidents to Kovair records, linking Bugs/Change Requests to Delivery Packages and Releases, and syncing URLs and status updates. The integration delivered consolidated reports and dashboards for Service Desk managers, automatic notifications on every status change, end-to-end traceability (Incident → Bug/CR → Delivery Package → Release), and reports that show incidents resolved after each release — reducing customer-update errors and enabling real-time monitoring.

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