ServiceNow Bidirectional Collibra Integration (Python)

Overview

ServiceNow is a cloud-based platform designed to streamline enterprise operations by managing digital workflows, particularly in IT Service Management (ITSM). It is widely used for resolving internal IT issues, offering a robust system for managing service incidents.

The goal of this ServiceNow Bidirectional Collibra Integration is to synchronize Collibra Issues with ServiceNow Incidents, ensuring seamless communication between both platforms. Key information such as Name, Description, Status, Caller, Assignee, and Comments is synchronized bidirectionally. Additionally, the integration includes an Operating Model, which, once imported into your Collibra instance, will automatically generate all necessary custom prerequisites for proper synchronization.

Use Cases

The integration lifecycle can begin in either Collibra or ServiceNow. When a Collibra Issue is created within the Collibra Platform, it can be automatically transferred to ServiceNow as an incident. Similarly, if an incident is created in ServiceNow, the integration will automatically generate a corresponding Issue in Collibra.

This bidirectional synchronization ensures that updates in either system—such as changes to the issue status, comments, or assignee information—are reflected in the other platform. Both systems remain aligned throughout the issue resolution process, regardless of where the lifecycle begins.

The integration offers flexible configuration options for status synchronization, allowing users to control when and how statuses are synced based on the direction of the sync. For example, if a Collibra Issue is created with the status “New,” no ServiceNow Incident will be created until the status changes to “Accepted.” Similarly, this can be configured for synchronization from ServiceNow to Collibra. Custom status mapping can also be defined within the configuration Asset for precise control over how statuses between the two platforms align.

In the configuration Asset, you can specify Assets with which Asset Types and Domain ID should be synchronized between Collibra and ServiceNow.

• If an asset is created in Collibra, a corresponding ServiceNow Incident will be created, and a Caller will be assigned. This Caller can be configured within the configuration Asset.

• Conversely, if an incident is created in ServiceNow, when the corresponding asset is created in Collibra, the Assignee of the incident will be updated. The Assignee can also be specified within the configuration Asset, ensuring the correct assignment of responsibility across both platforms.