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ServiceNow Service Graph Connector & UEM Integration Guide
In a global enterprise, the ServiceNow CMDB (Configuration Management Database) serves as the authoritative source of truth for asset ownership and IT service management.
This document defines the technical framework for linking Hexnode UEM with ServiceNow. By utilizing the official Hexnode Integration App and the Service Graph Connector, Hexnode enables a bi-directional synchronization that links user incidents with real-time device data, allowing technicians to manage the endpoint lifecycle directly from their ITSM workflows.
Logical Architecture: The Two-Way Integration Hub
Hexnode’s ServiceNow integration creates a seamless, two-way connection between your endpoint management and service management systems.
- The Hexnode API Gateway: The integration relies on an Inbound Authentication Profile and a REST API Key generated inside Hexnode to authorize secure communication.
- Service Graph Connector: Utilizing ServiceNow’s Service Graph standard, Hexnode feeds normalized device telemetry (hardware, OS, network details) directly into the ServiceNow CMDB.
- The ITSM Bridge: Links ServiceNow user incident tickets directly to the corresponding device records in Hexnode, bridging the visibility gap for IT support teams.
- Multi-Instance Support: Hexnode natively supports connecting multiple distinct ServiceNow instances to a single UEM portal, which is critical for enterprises maintaining strict data boundaries across subsidiary companies.
Step 1: CMDB Synchronization & Asset Mapping
To eliminate data staleness and manual CSV uploads, Hexnode utilizes the Service Graph Connector to populate the ServiceNow CMDB.
Asset Mapping & Identification
Hexnode maps its endpoint telemetry directly to standard ServiceNow CI (Configuration Item) classes.
| Hexnode Device Data | ServiceNow CI Impact | Operational Value |
| Hardware Identifiers | Hardware CI (cmdb_ci_hardware) | Unique identification via Serial Number/MAC Address to prevent duplicate CIs. |
| OS Details | OS Definition (cmdb_ci_os_definition) | Tracks precise OS builds for vulnerability and patch management. |
| Network Data | Network Adapter (cmdb_ci_network_adapter) | Syncs internal IPs and Wi-Fi data for ITOM service mapping. |
| Application Inventory | Software Installation (cmdb_sam_sw_install) | Populates installed software lists for basic software asset visibility. |
Step 2: Bi-Directional ITSM & Incident Visibility
The integration eliminates the need for technicians to “swivel-chair” between the Hexnode console and ServiceNow.
- Hexnode → ServiceNow Visibility: ServiceNow technicians can view the endpoint context (device health, compliance status, assigned user) directly on the ServiceNow Incident form.
- ServiceNow → Hexnode Visibility: Hexnode administrators can navigate to Admin > Integrations > Configured Integrations > ServiceNow to view active ServiceNow incidents linked to specific users or devices directly within the Hexnode console.
Step 3: Remote Action Execution via ServiceNow
For rapid incident remediation (e.g., a lost device or a compromised user account), helpdesk technicians can execute Hexnode UEM commands directly from the ServiceNow interface.
Supported Remote Actions via ServiceNow:
- Immobilization: Lock Device, Wipe Device (Enterprise/Full).
- Diagnostics: Scan Device, Fetch Location.
- Software Management: Install or Uninstall Applications.
Workflow: When a technician clicks “Lock Device” inside a ServiceNow incident, the ServiceNow API securely signals Hexnode, which immediately dispatches the command to the device via OS native push channels (APNs/FCM/WNS).
Step 4: Multi-Instance Scoping (Domain Separation)
For an enterprise managing various global sub-companies, maintaining strict data boundaries is essential.
Instead of building custom middleware, Hexnode handles this natively. Administrators can configure multiple ServiceNow instances within a single Hexnode portal.
- By navigating to Admin > Integrations > Configured Integrations, administrators can click the + icon to map different Hexnode device groups or portals to separate ServiceNow environments (e.g., one instance for North America, a separate instance for EMEA).
- This ensures that incident data and remote action capabilities remain strictly siloed according to regional compliance requirements.
Scale Impact & ROI
| Metric | Legacy Manual Integration | Hexnode Native Integration |
| Asset Syncing | Manual CSV Uploads (High Drift) | Automated via Service Graph Connector |
| Console Switching | High (Technician Fatigue) | Zero (Manage devices inside ServiceNow) |
| Incident Resolution | Delayed by context gathering | Accelerated via real-time device telemetry |
Implementation Checklist
- Generate API Key: Log in to Hexnode > Admin > Integrations > Available Integrations, select ServiceNow, and generate a Hexnode API key.
- Configure the integration in ServiceNow: Add the Hexnode Integration application to your ServiceNow instance. Enter the server name and the API generated.
- Configure Connection: In ServiceNow, input the Hexnode API key and Instance URL to establish the handshake.
- Enable Two-Way Sync: Return to Hexnode and input the ServiceNow inbound authentication API key to allow Hexnode to read ServiceNow incidents.
- Map Multiple Instances: (Optional) Repeat the process under Configured Integrations to add subsidiary ServiceNow instances.
