SaaS Outage Detection

[KalyanaRamN]

How SaaS outages can be tracked in ServiceNow?

When ever the SaaS pages go down, we need to have that tracked in ServiceNow with an automated incident created, assigned to the support group and a Dashboard.

[Sandesh Powar]

Hi @KalyanaRamN ,

To track SaaS outages in ServiceNow, you’ll need some form of monitoring integrated with the platform. ServiceNow itself does not detect external SaaS downtime unless it receives an event from a monitoring source.

Typically, you would integrate a monitoring tool (for example, uptime or API monitoring) with ServiceNow. When the SaaS application goes down, the monitoring tool sends an event or REST API call to ServiceNow. That event can automatically create an Incident and assign it to the appropriate support group using assignment rules or CI-based routing.

If your organization has ITOM Event Management, that would be the recommended approach. Events from the monitoring tool can generate Alerts, which then create Incidents automatically. This also allows alert correlation and a proper outage dashboard.

For reporting, you can build a dashboard based on those incidents or alerts to track outage trends and response times.

Hope this helps clarify the approach.

Regards,
Sandesh

[KalyanaRamN]

Hi Sandesh,

Thank you for the proposed solution however the organization has only ITSM Enterprise License, ITOM license is not purchased, Is there a way can be achieved? 

[Sandesh Powar]

Hi @KalyanaRamN,

Yes, this can still be achieved even if you only have an ITSM Enterprise license and do not have ITOM.

Since ITOM Event Management is not available, the recommended approach would be:

1. Use an External Monitoring Tool
Set up uptime or API monitoring for the SaaS application (for example, URL health checks). When the SaaS service goes down, the monitoring tool should trigger a webhook or REST API call.

2. Create Incidents via REST API
Configure the monitoring tool to call a Scripted REST API or the standard Table API in ServiceNow to automatically create an Incident when downtime is detected.

3. Auto Assignment
Use Assignment Rules or CI-based routing in ServiceNow so the Incident is automatically assigned to the correct support group.

4. Dashboard & Reporting
Create a dashboard using Incident reports (for example, filter by Category = SaaS Outage or a specific CI) to track outages, MTTR, and trends.

While this setup won’t provide alert correlation like ITOM, it will still allow automated outage detection, incident creation, and dashboard visibility using ITSM alone.

Hope this helps clarify the approach within your current licensing model.

If my response helped answer your question, please feel free to mark it as Correct ✅ and close the thread 🔒 — it helps other community members find the solution faster 🙌🙂

Regards,
Sandesh Powar

[kaustubhdub]

Hey @KalyanaRamN, what i can understand from what you have written above is the ITOM event management, as if your organization has this then the process goes as you asked above. The automated incident creation and assignment can be automated without that as well with scripts. Will be attaching few articles below for your help, please review them.
Outage mangement 
automating the incident 
Please mark my answer helpful if this comes to any use for you.

Warm Regards

Kaustubh Dubey