Twilio's Event Streams and AWS Kinesis can be integrated with ServiceNow to create an event-driven incident management platform that automates more processes, improving the customer experience. The integration enables customers to minimize exposure to costly IT outages by leveraging Twilio's programmable customer engagement platform and ServiceNow's digital workflow platforms. With this setup, high-priority incidents in ServiceNow trigger automated IVR workflows on Twilio, which call agents or escalate issues to managers. The system uses a sink created in Twilio Event Streams backed by AWS Kinesis to capture events from the IVR flow. The demo showcases how businesses can integrate these technologies for more responsive IT management and improved customer satisfaction.