Maximize ServiceNow. Orchestrate Everything.

Why we developed a Camunda ServiceNow Integration solution

ServiceNow has become the strategic platform for IT service management (ITSM), widely adopted as the global task list for many enterprises. It’s the place where incidents, requests, and approvals get tracked. But as processes grow more complex, i.e., they span multiple systems, require long-running workflows, and mix human tasks with automation, ServiceNow on its own can struggle to provide true end-to-end orchestration.

We hear this consistently from customers across industries like financial services, telecom, and healthcare:

• Too much customization inside ServiceNow leads to tech debt and governance risk.
• Poor visibility into cross-system processes slows down fulfillment and compliance.
• Manual data entry by non-domain experts drags IT staff into avoidable rework.
• High-load, straight-through processes can overwhelm ServiceNow’s flow engine.

This is where Camunda comes in. By integrating Camunda with ServiceNow, organizations can orchestrate entire business processes across systems, people, devices, and AI, while still keeping ServiceNow as the system of record.

Simplifying and scaling IT service processes

ITSM teams are under pressure to deliver faster, more resilient services without sacrificing governance. But building more and more logic inside ServiceNow is not the answer—it increases cost and slows performance.

With Camunda:

• You can externalize orchestration logic into BPMN models that scale.
• You get end-to-end transparency across fulfillment journeys, not just inside ServiceNow.
• You handle long-running, high-volume processes without overloading your ServiceNow instance.

The result: IT teams get the speed and resilience they need, while business stakeholders keep their trusted ServiceNow interface.

How the Camunda + ServiceNow Integration Works

The integration is built on certified components (learn more here):

• ServiceNow Spoke → Trigger Camunda processes directly from ServiceNow Flows or records.
• Camunda Outbound Connector → Start ServiceNow Flows, create incidents, or update records from Camunda.
• Human-in-the-loop tasks → Pause Camunda workflows for approvals or inputs inside ServiceNow, then resume automatically.

All interactions use public APIs, follow enterprise security best practices, and avoid risky customizations.

Example use cases

We’ve already seen customers explore several high-value use cases:

• IT Asset Onboarding
  Complex approvals and validations make asset onboarding slow and error-prone. Camunda orchestrates subprocesses across teams and knowledge sources, while ServiceNow manages the request and final record.
  → Outcome: Faster onboarding, less IT rework, better data quality.
  
• Firmware Update Process
  Coordinating updates across thousands of devices requires retries, segmentation, and escalation. Camunda handles orchestration and error management; ServiceNow provides governance and auditability.
  → Outcome: Higher success rates, reduced outage risk, faster completion.
  
• Multi-Department Request Fulfillment
  Telecom and financial services customers often need to integrate ServiceNow with external vendors, bots, and legal teams. Camunda ensures workflows span boundaries without manual tracking.
  → Outcome: End-to-end visibility and compliance, without overloading ServiceNow.
  

The benefits

With Camunda + ServiceNow, enterprises get:

• Improved data quality → Orchestrate people and bots for cleaner, validated input.
• Transparency → End-to-end visibility across processes and systems.
• Reduced customization risk → Externalize orchestration logic into Camunda.
• Resilience under load → Use Camunda’s Zeebe engine for straight-through processes.
• Faster collaboration → Guide users across departments with modeled workflows.

Conclusion

We’re excited to bring this certified ServiceNow integration to market. It empowers organizations to:

• Maximize their ServiceNow investment.
• Orchestrate complex, long-running, or cross-system workflows with Camunda.
• Reduce IT burden while improving agility, compliance, and visibility.

ServiceNow remains the system of record. Camunda provides the orchestration engine that makes complex processes run—cleanly, reliably, and at scale.

👉 Want to see it in action? Get in touch today, or dive right in and try Camunda for free.