I’m seeking guidance on overcoming a challenge related to on-call scheduling within our Service Management implementation.
Our organization uses PagerDuty for on-call scheduling and escalation management. We have both the PagerDuty Platform for Real-Time Operations and the PagerDuty Spoke installed in our ServiceNow instance.
We are currently implementing Service Operations Workspace (SOW) to enhance our Service Management capabilities. One key requirement is to provide full visibility into who is on call and enable functionality for contacting Subject Matter Experts (SMEs) directly from SOW.
The challenge: We do not use ServiceNow’s native On-Call Scheduling module, but we want to leverage its features for visibility and integration.
Has anyone successfully built a solution to sync PagerDuty data—including current schedules and escalation policies—into ServiceNow’s On-Call Scheduling module? If so, what approach or integration pattern did you use?
Any insights, best practices, or examples would be greatly appreciated!
