Connect Azure SRE Agent to ServiceNow: End-to-End Incident Response

🎯 What You'll Achieve

In this tutorial, you'll:

1. Connect Azure SRE Agent to ServiceNow as your incident management platform
2. Create a test incident in ServiceNow
3. Watch the AI agent automatically pick up, investigate, and resolve the incident
4. See the agent write triage findings and resolution notes back to ServiceNow

Time to complete: ~10 minutes

---

🎬 The End Result

Before we dive in, here's what the end result looks like:

ServiceNow Incident - Resolved by Azure SRE Agent

The Azure SRE Agent:

• ✅ Detected the incident from ServiceNow
• ✅ Acknowledged and began triage automatically
• ✅ Investigated AKS cluster memory utilization
• ✅ Documented findings in work notes
• ✅ Resolved the incident with detailed root cause analysis

---

📋 Prerequisites

• A ServiceNow instance (Developer, PDI, or Enterprise)
• Administrator access to ServiceNow
• An Azure SRE Agent deployed in your Azure subscription

💡 Don't have a ServiceNow instance? Get a free Personal Developer Instance (PDI) at developer.servicenow.com

---

🔧 Step 1: Gather Your ServiceNow Credentials

To connect Azure SRE Agent to ServiceNow, you need three pieces of information:

Finding Your Instance URL

Your ServiceNow instance URL is visible in your browser's address bar when logged in:

https://{your-instance-name}.service-now.com

Finding Your Username

1. Click your profile avatar in the top-right corner of ServiceNow
2. Click Profile
3. Your User ID is your username

---

⚙️ Step 2: Connect SRE Agent to ServiceNow

Navigate to Your SRE Agent

1. Open the Azure Portal
2. Search for "Azure SRE Agent" in the search bar
3. Click on Azure SRE Agent (Preview) in the results
4. Select your agent from the list

Configure the Incident Platform

1. In the left navigation, expand Settings
2. Click Incident platform
3. Click the Incident platform dropdown
4. Select ServiceNow

Here's what the ServiceNow configuration form looks like:

 

Enter Your ServiceNow Credentials

Save and Verify

1. Click the Save button
2. Wait for validation to complete
3. Look for: "ServiceNow is connected." with a green checkmark

---

🚨 Step 3: Create a Test Incident in ServiceNow

Now let's test the integration by creating an incident in ServiceNow.

Navigate to Create Incident

1. In ServiceNow, click All in the left navigation
2. Search for "Incident"
3. Click Incident → Create New

Fill in the Incident Details

Submit the Incident

Click Submit to create the incident. Note the incident number that's assigned.

---

🤖 Step 4: Watch SRE Agent Investigate

Check the SRE Agent Portal

1. Return to the Azure Portal
2. Open your SRE Agent
3. Click Activities → Incidents

Within seconds, you should see your ServiceNow incident appear!

Observe the Autonomous Investigation

Click on the incident to see the SRE Agent's investigation in action:

The agent automatically:

1. 🔔 Acknowledged the incident
2. 📋 Created a triage plan with clear steps
3. 🔍 Identified AKS clusters in your subscription
4. 📊 Validated memory utilization metrics
5. ✅ Resolved the incident with findings

---

📝 Step 5: Review Resolution in ServiceNow

Check the ServiceNow Incident

Return to ServiceNow and open your incident. You'll see:

1. State: Changed to Resolved
2. Activity Stream: Multiple work notes from the agent
3. Resolution notes: Detailed findings

Resolution Notes

The agent writes comprehensive resolution notes including:

• Timestamp of resolution
• Root cause analysis
• Validation steps performed
• Fix applied (if any)

---

🚀 Next Steps

• Create custom response plans to customize how the agent responds to different incident types
• Configure alert routing to route specific Azure Monitor alerts to the agent
• Explore the Azure SRE Agent documentation for more features

Share your experiences, learnings, and questions with other early adopters. Start a discussion in our Community Hub