SolarWinds Incident Response (SWIR) is a reliability automation platform that seamlessly integrates with ServiceNow to deliver a comprehensive incident management solution for IT and DevOps teams.
By combining real-time incident tracking, on-call scheduling, and AI-driven automation with ServiceNow’s robust incident management capabilities, SWIR enables teams to respond faster and with greater precision. Its Event Intelligence cuts through alert noise, surfacing the signals that matter most and equipping teams with actionable insights for rapid resolution.
Gain clear visibility into service dependencies and reliability metrics, enabling smarter, data-driven decisions. Automate repetitive tasks, streamline workflows, and ensure the right people are engaged at the right time.
With seamless integration, SWIR centralizes incident data, enhances team collaboration, and accelerates resolution times, helping organizations improve operational resilience and maintain high service reliability.
Overview
Handle incidents with precision using SolarWinds Incident Response integrated with ServiceNow. This integration brings together intelligent alerting, on-call scheduling, and automated escalation policies to ensure the right responders are engaged at the right time via phone, SMS, push, and email.
Accelerate resolution with automated workflows, enable real-time collaboration through Slack and Microsoft Teams, and maintain seamless bidirectional synchronization so incidents, statuses, notes, and attachments stay consistently aligned across both platforms.
Gain unified visibility into incident health and performance directly within ServiceNow, enabling faster, more informed decision-making and improved operational reliability.
Key Capabilities1. Bidirectional Incident Sync
Create and manage incidents across both SolarWinds Incident Response and ServiceNow, either manually or automatically, with full lifecycle synchronization.
2. Status Synchronization
Ensure real-time alignment of incident states between both platforms to eliminate manual updates and reduce inconsistencies.
3. Notes & Attachments Sync
Keep all incident-related communication unified by syncing notes, attachments, and updates across systems.
4. Intelligent Alerting & Escalations
Leverage on-call schedules and escalation policies to notify the right people instantly across multiple channels.
5. User Mapping
Seamlessly map users between ServiceNow and SolarWinds Incident Response for accurate ownership and accountability.
6. Squad & Assignment Group Mapping
Align squads and escalation policies with ServiceNow assignment groups for structured incident routing.
7. Service ↔ Configuration Item Mapping
Map SolarWinds services to ServiceNow configuration items for better context and dependency tracking.
8. Collaboration Integrations
Enable faster resolution with native integrations to Slack and Microsoft Teams.
9. Unified Visibility & Reporting
Track incident health, response performance, and reliability metrics directly within ServiceNow.
First Release:
Includes comprehensive incident response management features with:
- Bi-Directional Alert Synchronization, allowing real-time sync of SolarWinds alerts and node status directly into ServiceNow incidents without manual intervention
- Automated Incident Creation & Routing, ensuring SolarWinds alerts auto-generate ServiceNow incidents with pre-populated fields and route to appropriate assignment groups based on configurable rules
- Multi-Source Alert Deduplication consolidates related alerts from multiple monitoring sources into a single incident to reduce noise and streamline triage
- Role-Based On-Call Escalation ensuring incidents follow configurable escalation chains and on-call schedules through automated paging via email, Teams, and Slack
- End-to-End Incident Lifecycle Management covering alert ingestion, triage, assignment, active response, resolution, and post-incident review
- Active subscriptions for both ServiceNow and SolarWinds Incident Response
- SolarWinds Incident Response account must be on the Enterprise plan
- Administrative access in SWIR with permissions equivalent to the account owner to configure and manage the integration
To create a new SolarWinds Incident Response account, visit:
https://www.solarwinds.com/it-incident-response-software/registration