The disconnect between DevOps and ITOM systems is costing organizations time, money, and control over their cloud environments. Firefly addresses these challenges with intelligent, AI-powered infrastructure discovery, drift detection, and policy enforcement—bringing modern automation to reshape CloudOps.

Together, ServiceNow and Firefly now bring IaC visibility, automated updates, and governance into your ITOM workflows for seamless operations at scale—unlocking the next evolution of AI CloudOps.

The DevOps-ITOM Divide: A Common Challenge

For organizations leveraging cloud infrastructure at scale, a persistent challenge has been the disconnect between DevOps practices—particularly Infrastructure-as-Code (IaC)—and IT Operations Management (ITOM) systems. This divide creates significant blindspots:

  • Limited Infrastructure Visibility: ServiceNow CMDBs traditionally lack detailed information about IaC-managed resources
  • Outdated Configuration Records: Manual updates to ServiceNow after infrastructure changes lead to stale data
  • Siloed Operations: DevOps teams work in version control and CI/CD pipelines while ITOM teams operate in ServiceNow
  • Compliance Tracking Challenges: Difficulty ensuring cloud resources comply with organizational policies
  • Resource Ownership Ambiguity: Unclear accountability for cloud resources between teams

The result? Teams struggle with incomplete information, compliance risks, and inefficient troubleshooting processes.

Introducing Firefly's ServiceNow Integration

What happens when DevOps and IT operations finally speak the same language? 

Firefly's new ServiceNow integration, now generally available, creates a seamless bridge between cloud engineering and IT operations—enhanced by Firefly’s AI-driven insights that surface misconfigurations, detect drift, and accelerate resolution through automated intelligence.

Key Capabilities

1. Complete IaC Visibility in ServiceNow CMDB

For the first time, ServiceNow users gain comprehensive visibility into the status of infrastructure managed through code:

  • IaC Status Tracking: Immediately see which resources are codified, unmanaged, or drifted from their defined state
  • Resource Ownership Clarity: Identify which team or individual owns specific cloud resources
  • Infrastructure Drift Detection: Automatically identify when cloud resources have changed outside of IaC processes
  • Multi-Cloud Coverage: Track resources across AWS, Azure, GCP

This visibility empowers ITOM teams to make informed decisions based on accurate, up-to-date infrastructure data without having to switch contexts or platforms.

2. Automated CMDB Updates Without API Rate Limits

Traditional cloud-to-CMDB integrations often struggle with API rate limits when dealing with large-scale environments. Firefly's approach solves this challenge:

  • Efficient Data Synchronization: Firefly consolidates and normalizes cloud data before syncing to ServiceNow
  • Optimized API Usage: Prevent rate-limiting issues that plague direct cloud provider integrations
  • Reduced Cloud Performance Impact: Minimize the load on cloud environments during discovery processes
  • Consistent Data Structure: Standardized data format across different cloud providers

This architecture ensures reliable data flow without compromising performance, even in complex multi-cloud environments.

3. Enhanced Policy Governance and Compliance

The integration brings Firefly's robust policy governance capabilities into the ServiceNow ecosystem:

  • AI-Powered Policy Violation Alerts: Automatically flag resources that violate security, compliance, or cost policies using Firefly’s AI-enhanced rules engine
  • Remediation Workflows: Trigger ServiceNow workflows based on policy violations
  • Compliance Reporting: Generate comprehensive compliance reports across cloud environments
  • Security Posture Visibility: Monitor security configurations across your entire cloud footprint

This capability ensures that policy enforcement is not siloed within DevOps teams but becomes a shared responsibility visible to all stakeholders.

Real-World Impact: The Transformation of CloudOps 

For cloud engineers and DevOps practitioners, this integration delivers tangible benefits that address long-standing operational challenges:

Simplified Troubleshooting

When an incident occurs, teams typically scramble between multiple systems to gather context. With Firefly's ServiceNow integration:

  1. Incident responders can immediately see the IaC status of affected resources
  2. Teams can quickly identify if drift is contributing to the issue
  3. Resource ownership information streamlines escalation
  4. Change history provides crucial context for root cause analysis

The result is dramatically reduced mean time to resolution (MTTR) and more efficient incident response.

Streamlined Compliance Management

Maintaining compliance across cloud environments has traditionally required manual coordination between engineering and governance teams. The integration transforms this process:

  1. Continuous policy scanning identifies non-compliant resources
  2. ServiceNow automatically creates incidents for critical violations
  3. Clear ownership data routes issues to the right teams
  4. Remediation can be tracked through standard ServiceNow workflows

This automated approach ensures that compliance is maintained without adding friction to engineering workflows.

Enhanced Change Management

For organizations with formalized change management processes, the integration provides critical visibility:

  1. Distinguish between planned changes (via IaC) and ad-hoc modifications
  2. Track infrastructure drift that occurs outside approved processes
  3. Validate that implemented changes match what was approved
  4. Maintain comprehensive audit trails across both systems

This visibility helps organizations maintain governance while embracing the agility of modern cloud operations.

Technical Implementation: How It Works

At a high level, the Firefly-ServiceNow integration functions through a sophisticated synchronization mechanism:

  1. Cloud Discovery: Firefly continuously scans connected cloud environments (AWS, Azure, GCP, Kubernetes)
  2. IaC Analysis: The platform identifies the management state of each resource (codified, unmanaged, drifted)
  3. Data Normalization: Cloud resource data is standardized into a consistent format
  4. ServiceNow Synchronization: Normalized data is efficiently synced to ServiceNow's CMDB
  5. Policy Enforcement: Continuous policy checks trigger appropriate workflows in ServiceNow

This architecture ensures reliable, efficient data flow without the scalability challenges of direct cloud provider integrations.

Dive deeper into the capabilities of Firefly and ServiceNow.

Firefly + ServiceNow: Try It Out for Yourself

The integration is available now and ready to transform how your organization manages cloud infrastructure. To see how it works in your environment, start a Firefly trial today.

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About Firefly

Firefly's cloud infrastructure automation platform enables organizations to automate, manage, and govern their entire cloud footprint with IaC. Agile and efficient cloud practitioners use Firefly for its AI-assisted remediations, streamlined IaC orchestration, and a unified system of record for Cloud Asset Management. With Firefly, Platform and DevOps teams can finally uncomplicate their cloud, while accelerating cloud innovation and maintaining security and performance at scale.

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