Modernize your ITSM with the New PagerDuty Application for ServiceNow

In an effort to enhance operational efficiency and customer experience, PagerDuty has released a significant update to its application for ServiceNow, designed to modernize IT service management (ITSM) with a focus on automated, real-time incident management. The V8 update introduces features like bi-directional synchronization between PagerDuty Custom Fields and ServiceNow Incident fields, along with conditional creation of ServiceNow incidents based on PagerDuty conditions, which aim to improve system of record accuracy for better compliance. This update promises to reduce mean time to resolution (MTTR) by up to 25% and improve incident detail accuracy by 63% through advanced automation and integration capabilities. Additionally, the application leverages V3 webhooks and improved integration health checks to ensure seamless operation, ultimately allowing organizations to manage unplanned, urgent work more effectively and efficiently while fostering innovation and resilience.