Benefits of integrating ServiceNow with Cisco Call Manager?

vpm
Tera Contributor

‎08-15-2017 10:30 PM

Hello everyone,

I am looking for integration between SN and CUCM (Cisco call manager). Before integration I need to understand what are the benefits of integration at functional level?

Thanks,

Vidyapati

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RahulMishra01
Tera Contributor

‎11-18-2025 04:36 AM

Here are the key benefits of integrating ServiceNow with Cisco Call Manager (CUCM) from Novelvox, written in a clean, professional, and easy-to-use format: Benefits of Integrating ServiceNow with Cisco Call Manager

 

1. Automated CMDB Updates

 

  • Automatically sync phones, gateways, users, and device configurations from CUCM to ServiceNow CMDB.
  • Eliminates manual entry and reduces data inconsistencies.
  • Ensures that assets tied to telephony services are always up-to-date.

 

2. Faster Incident Resolution

 

  • Telephony-related incidents (e.g., phone not registered, call drop issues, device offline) can be enriched with real-time CUCM data.
  • This reduces troubleshooting time and improves first-call resolution for IT support teams.

 

3. Improved Change Management

 

  • All changes—like line provisioning, extension updates, or phone configuration—go through ServiceNow’s controlled ITIL workflow.
  • Provides a complete audit trail for compliance and governance.
  • Reduces unauthorized configuration changes in Call Manager.

 

4. End-to-End Service Automation

 

  • Integrations can trigger automated workflows such as:
  • New user onboarding (auto-assign extension, phone profile, voicemail setup).
  • Phone replacement or port migration.
  • Access provisioning and de-provisioning.
  • Saves time and eliminates repetitive manual tasks.

 

5. Event & Alert Management

 

  • CUCM alerts (e.g., phones unregistered, cluster health issues) can flow into ServiceNow Event Management.
  • Automatic creation of alerts and incidents simplify monitoring and proactive issue handling.

 

6. Enhanced Visibility & Reporting

 

  • Centralized dashboards in ServiceNow provide visibility into:
  • Device inventory
  • Registration status
  • Firmware compliance
  • Cluster performance
  • Supports better capacity planning and operational decision-making.

 

7. Consistent User Experience

 

  • Users benefit from faster provisioning, quicker issue resolution, and more accurate telephony asset tracking.
  • Reduces back-and-forth between IT teams.

 

8. Cost Savings

 

  • Automation reduces admin hours spent on provisioning and troubleshooting.
  • Improved accuracy in asset tracking prevents redundant purchases or license misuse.
  • Streamlined processes reduce downtime and productivity loss.

 

9. Strengthened Security & Compliance

 

  • Ensures that only approved, logged, and audited changes are made in CUCM.
  • Regular data sync ensures compliance with internal and external audit requirements.

 

10. Unified IT Ecosystem

 

  • Brings CUCM into the larger ITSM/ITOM ecosystem managed in ServiceNow.
  • Enables cross-platform workflows (e.g., HR → IT → Network teams).
  • Creates a single source of truth for IT and communication assets.
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