Today we demonstrate a practical, real-world scenario of integrating ServiceNow and ConnectWise for IT service management:
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A Level 1 help desk agent receives a call from a user needing international roaming enabled.
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The agent logs the incident in ServiceNow, assigning it to the relevant managed service provider (MSP).
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Instantly, the ticket appears in the ConnectWise queue for the MSP’s service desk.
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The MSP updates the ticket—such as changing its priority or adding comments—and these updates sync straight back to ServiceNow in real time.
This process is seamless, with both systems reflecting changes as soon as they’re made, ensuring both the internal IT team and the MSP are always on the same page.
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