**SolarWinds Incident Response (SWIR)** is a reliability automation platform that seamlessly integrates with ServiceNow to deliver a comprehensive incident management solution for IT and DevOps teams.

By combining real-time incident tracking, on-call scheduling, and AI-driven automation with ServiceNow’s robust incident management capabilities, SWIR enables teams to respond faster and with greater precision. Its Event Intelligence cuts through alert noise, surfacing the signals that matter most and equipping teams with actionable insights for rapid resolution.

Gain clear visibility into service dependencies and reliability metrics, enabling smarter, data-driven decisions. Automate repetitive tasks, streamline workflows, and ensure the right people are engaged at the right time.

With seamless integration, SWIR centralizes incident data, enhances team collaboration, and accelerates resolution times, helping organizations improve operational resilience and maintain high service reliability.

Overview

Handle incidents with precision using **SolarWinds Incident Response integrated with ServiceNow**. This integration brings together intelligent alerting, on-call scheduling, and automated escalation policies to ensure the right responders are engaged at the right time via phone, SMS, push, and email.

Accelerate resolution with automated workflows, enable real-time collaboration through Slack and Microsoft Teams, and maintain seamless bidirectional synchronization so incidents, statuses, notes, and attachments stay consistently aligned across both platforms.

Gain unified visibility into incident health and performance directly within ServiceNow, enabling faster, more informed decision-making and improved operational reliability.

Key Capabilities1. Bidirectional Incident Sync

Create and manage incidents across both SolarWinds Incident Response and ServiceNow, either manually or automatically, with full lifecycle synchronization.

2. Status Synchronization

Ensure real-time alignment of incident states between both platforms to eliminate manual updates and reduce inconsistencies.

3. Notes & Attachments Sync

Keep all incident-related communication unified by syncing notes, attachments, and updates across systems.

4. Intelligent Alerting & Escalations

Leverage on-call schedules and escalation policies to notify the right people instantly across multiple channels.

5. User Mapping

Seamlessly map users between ServiceNow and SolarWinds Incident Response for accurate ownership and accountability.

6. Squad & Assignment Group Mapping

Align squads and escalation policies with ServiceNow assignment groups for structured incident routing.

7. Service ↔ Configuration Item Mapping

Map SolarWinds services to ServiceNow configuration items for better context and dependency tracking.

8. Collaboration Integrations

Enable faster resolution with native integrations to Slack and Microsoft Teams.

9. Unified Visibility & Reporting

Track incident health, response performance, and reliability metrics directly within ServiceNow.