The platform-to-platform integration between Service-now.com and EVM provides a wide range of ITSM process, task, and event automation capabilities for delegated IT and self-service management activities, enabling end-to-end integrated service management of virtualized and private cloud environments. Capabilities provided by this integration include:

• Service Catalog Driven Automated Provisioning and Management - EVM provides automated fulfillment of requests made through the Service-now.com service catalog for provisioning a broad range of virtualized IT services. EVM automated provisioning includes a wide variety of configurable pre- and post-provisioning activities, such as best-fit resource placement and customization, dramatically reducing service delivery times while assuring appropriately configured services. Once provisioned, EVM enables the continuous self-management of virtual services by service owners using the web-based EVM management portal, including real-time operational control and visibility into performance, resource utilization and events.
• Streamlined Event and Incident Management - EVM continuously discovers, tracks, and analyzes the virtual infrastructure, monitoring management events and administrative or operational activities, enabling policy-based alerting for resource thresholds, performance, trending, changes, actions, tasks, and configuration changes. With the Service-now integration, EVM’s policy-based alerting can automatically open incidents within Service-now.com with automatic assignment and comprehensive contextual details. EVM also enables automated compliance, enforcement and remediation for configuration, resource, security, and operational standards and processes to improve service availability.
• Automated Discovery and Continuous CMDB Synchronization - EVM continuously discovers, tracks and monitors the virtual infrastructure and virtual machines maintaining real-time configuration information and relationships. As a trusted source for virtual infrastructure, virtual service and virtual machine configuration information, EVM automatically updates and synchronizes this data with the Service-now.com CMDB, effectively eliminating latency and ensuring data accuracy.

The Service-now.com plug-in for the ManageIQ Enterprise Virtualization Management Suite™ (EVM), introduced in Spring 2010, creates a bidirectional integration between a Service-now.com and ManageIQ EVM instance which allows request, configuration, and incident automation between the two instances. This integration enables administrators to manage their virtualized servers, desktops, and private clouds from within Service-now.com. The pluging enables automated virtual machine request fulfillment from the Service-now.com Service Catalog and creates and maintains configuration items (CI) in the Service-now.com CMDB. Service-now.com creates incidents based on EVM policy-based enforcement and alerting in the virtual environment.

For more information on the plugin: http://wiki.service-now.com/index.php?title=ManageIQ_EVM_Integration