SMS Integration with third party Service provider for Major Incident Communication

[MPP22]

Hello everyone,

Would like to have expert advice what are the possible ways for below requirement.

Customer Requirement:
For Major Incident communication update, customer would like to use 'SMS' functionality using which system should send text messages to required stakeholders on mobile devices.

Analysis so far done:
As per below ServiceNow docs, for Major Incident communication we can install and make use of 'Notify' functionality to send SMS.
https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/product/notify2/concept/c_NotifyWi...

To send SMS, we can integrate ServiceNow with Twilio telephony service as per below docs.
https://docs.servicenow.com/bundle/tokyo-it-service-management/page/product/incident-alert-managemen...

Queries on which need expert advice:
1. Is it possible to integrate ServiecNow with third party SMS provider (Non Twilio) using 'Notify' functionality to achive customer requirement ? If Yes how since could not see any reference on docs site.

2. Any other alternative/workaround solution do you see/implemented for this requirement, please share.

[MPP22]

Hello Everyone,

Seeking for expert advice here.

[Patrick Schiele]

Hi @MPP22 

I currently have the same question. Have you been able to answer the questions in the meantime?

Thanks,

Patrick

[Dr Atul G- LNG]

Hi @Patrick Schiele @MPP22 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0712569#:~:text=ServiceNow%20....

https://www.servicenow.com/community/itsm-forum/xmatters-vs-twilio-what-is-best-for-major-incident-m...

1. Is it possible to integrate ServiecNow with third party SMS provider (Non Twilio) using 'Notify' functionality to achive customer requirement ? If Yes how since could not see any reference on docs site.

Atul: Try Xmatters

2. Any other alternative/workaround solution do you see/implemented for this requirement, please share.