Benefits of integrating ServiceNow with Cisco Call Manager?

[vpm]

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

[RahulMishra01]

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.