Camunda ServiceNow Integration
Maximize ServiceNow. Orchestrate Everything.
Use Camunda to orchestrate dynamic workflows beyond what ServiceNow was built for while keeping ServiceNow as your system of record.
How Camunda Works with ServiceNow
Bidirectional integration and orchestration
Start Camunda processes from ServiceNow and update ServiceNow records from Camunda using certified components: the Camunda ServiceNow Spoke from the ServiceNow Store, and the ServiceNow Connector from the Camunda Marketplace.
“With Camunda, we are reducing our processing time for complicated workflows, including workflows integrated with ServiceNow.”
Janus Fabricius Kierkegaard
Head of Business Process Transformation at Danica
Maintain ServiceNow as System of Record. Orchestrate with Camunda.
Users stay in ServiceNow while the Camunda orchestration capabilities guides them through complex processes and heterogeneous IT services.
End-to-end visibility & governance
Use Camunda Operate and Optimize to track, monitor, and improve workflows across systems and vendors
Built for enterprise process orchestration
| Step in process | Where ServiceNow Excels | The Challenge | What Camunda Adds |
|---|---|---|---|
| Intake begins in ServiceNow | |||
| Intake begins in ServiceNow | Intuitive, user-friendly intake | Request data may be incomplete or inconsistent when users lack full context or system access | Pre-validates, enriches, or auto-fills requests through orchestrated API calls and system checks |
| Process executes | |||
| Process executes | Stable workflows for common tasks | Complex, long-running processes often span systems, logic rules, and departments | Runs externalized, scalable workflows modeled in BPMN and DMN — no custom code or platform strain |
| Human task in ServiceNow | |||
| Human task in ServiceNow | Approvals, assignments, and tracking | Delays and silos emerge when approvals span teams, vendors, or disconnected systems | Coordinates handoffs, approvals, and escalations — keeping ServiceNow updated in real time |
| Exceptions & retries | |||
| Exceptions & retries | Clear flows for standard cases | Native retry, timeout, and error handling is limited or manual | Adds automated retries, escalations, and timeouts to keep workflows resilient and moving |
| Write-back to ServiceNow | |||
| Write-back to ServiceNow | System of record for tasks and outcomes | Results from external systems may never return to ServiceNow, creating gaps in visibility | Writes structured results back into ServiceNow to keep records complete, current, and auditable |
IT Asset Onboarding
The Problem:
Onboarding complex IT assets often involves multiple approvals, integrations with provisioning tools, and validations across disconnected systems. ServiceNow manages the request but not the underlying logic.
How Camunda Helps:
Camunda runs the logic: conditional approvals, system integrations, retries, and escalations. ServiceNow tracks the record and task status nothing breaks or gets lost.
The Outcome:
Faster onboarding, fewer manual steps, and accurate, validated data across systems.
Agentic Orchestration (AI + RPA + Human Tasks)
The Problem:
Enterprise workflows increasingly involve a mix of AI agents, bots, systems, and humans—but coordinating them across platforms adds complexity. While ServiceNow excels at task and workflow management, it wasn’t built to orchestrate external automation with the precision and control these scenarios require.
How Camunda Helps:
Camunda provides a unified orchestration layer that brings together AI, RPA, and human decisions in a governed, traceable process. It manages complex handoffs, enforces sequencing and policy logic, and keeps ServiceNow fully in sync without requiring custom flows or manual updates.
The Outcome:
Structured automation that seamlessly connects humans and machines, fully aligned to business rules, transparently executed, and built to scale.
Multi-Party Incident Resolution
The Problem:
Incidents involving multiple departments, vendors, and legal teams are difficult to manage in ServiceNow alone. Manual escalations and cross-functional handoffs delay resolution and increase risk.
How Camunda Helps:
Camunda coordinates every part of the incident lifecycle enforcing SLAs, managing escalations, and syncing progress across teams and tools. ServiceNow remains the central interface and record system.
The Outcome:
Faster response times, fewer delays, and complete traceability from escalation to resolution.
Regulated Process Execution
The Problem:
High-stakes, long-running workflows—like clinical approvals or financial reviews require traceability, SLA enforcement, and auditable human decisions. ServiceNow can track tasks, but not enforce process logic across systems and time.
How Camunda Helps:
Camunda manages the full process: approvals, timing, exception handling, and compliance rules. ServiceNow remains the UI for human tasks and system of record.
The Outcome:
End-to-end governance, full auditability, and reliable execution across roles, systems, and timelines.
