ServiceNow App privacy policy

The IBM Cloud Pak for AIOps ServiceNow integration optionally collects and stores data only when the data collection is enabled. Otherwise, only the references to created records are stored in ServiceNow.

Data collection, historical data, and live data can all be enabled or disabled in the IBM Cloud Pak for AIOps ServiceNow integration UI.

Data collection and usage

Note: No data is shared with the third parties.

In ServiceNow integration the following data is collected upon enabling:

  • If historical data is enabled, ServiceNow incident and change request records are collected and stored for AI model training with a one-time poll. Records can be excluded from the poll by specifying which ticket types need to be collected.

  • If live data is enabled, data is collected and stored at a configurable polling interval:

  • Add risk assessments to new ServiceNow change tickets: Change request records are collected and stored to be used for AI model training.

  • Update alerts in Cloud Pak for AIOps when corresponding incident-based alerts are updated in ServiceNow: Alert records in ServiceNow are polled at the set interval for changes. If a relevant update exists, an alert record is sent back to IBM Cloud Pak for AIOps, and the record is not stored. For alerts, relevant updates include changes to summary, severity, state, event count, and last occurrence values.

  • Update incidents in Cloud Pak for AIOps when corresponding incident is updated in ServiceNow: Incident records in ServiceNow are polled for changes at the set interval. If a relevant update exists, an incident record is sent back to IBM Cloud Pak for AIOps, and the record is not stored. For incidents, relevant updates include changes to title, description, state, and priority values.

  • Collect resolved ServiceNow incidents for similar tickets training: Incident records are collected at the set interval, which is stored for AI model training, and for the similar incidents algorithm.

ServiceNow data security and management

ServiceNow data is transferred by using HTTPS protocol. The data is stored in enterprise databases, and secured within the OpenShift environment.

Note: You are responsible for the security of the IBM Cloud Pak for AIOps deployment, which includes the ServiceNow data.