ServiceNow + Bruin

Source

Ingest ServiceNow data into your warehouse with incremental loading, quality checks, and full lineage. Defined in YAML, version-controlled in Git.

For business teams

What you get

Support data meets revenue data
Join ServiceNow tickets with billing and product usage. Build customer health scores that predict churn before it happens.
SLA monitoring, automated
ServiceNow response times and resolution metrics are quality-checked on every sync. Know when SLAs are at risk before customers escalate.
Support ROI in business terms
Connect ServiceNow agent performance to revenue outcomes. Show leadership the business impact of support quality.
No more ticket export Fridays
ServiceNow data syncs automatically. Reports are fresh every morning without manual pulls.

For data & engineering teams

How it works

Incremental ticket sync
Only sync new and updated ServiceNow tickets. No full reloads, even for high-volume support queues.
YAML-defined, Git-versioned
Your ServiceNow pipeline is a YAML file. Review in PRs, deploy with CI/CD, roll back with git revert.
SLA validation in SQL
Custom quality checks validate response times and resolution SLAs. Pipeline alerts when thresholds are breached.
Cross-source customer view
Join ServiceNow tickets with CRM and billing data in SQL transforms. Bruin resolves dependencies automatically.

Before you start

ServiceNow instance with API access

User account with appropriate table read permissions

Step 1

Add your ServiceNow connection

Connect using instance URL and credentials. Add this to your Bruin environment file — credentials are stored securely and referenced by name in your pipeline YAML.

Parameters

instanceServiceNow instance name
usernameServiceNow username for authentication
passwordServiceNow password for authentication

connections:
  servicenow:
    type: servicenow
    uri: "servicenow://?instance=<instance>&username=<user>&password=<pass>"

Step 2

Create your pipeline

Define a YAML asset that tells Bruin what to pull from ServiceNow and where to land it. This file lives in your Git repo — reviewable, version-controlled, and deployable with CI/CD.

Available tables

incidentsrequestschangesproblemsassets

name: raw.servicenow_incidents
type: ingestr

parameters:
  source_connection: servicenow
  source_table: 'incidents'
  destination: bigquery

Step 3

Add quality checks

Add column-level and custom SQL checks to your ServiceNow data. If a check fails, the pipeline stops — bad data never reaches downstream models or dashboards.

Validate ticket statuses against accepted values

Catch open tickets with no assignee

Ensure ticket IDs are unique — no duplicates

columns:
  - name: ticket_id
    checks:
      - name: not_null
      - name: unique
  - name: status
    checks:
      - name: accepted_values
        value: ['open', 'pending', 'resolved', 'closed']

custom_checks:
  - name: no tickets missing assignee
    query: |
      SELECT COUNT(*) = 0
      FROM raw.servicenow_incidents
      WHERE status = 'open' AND assignee_id IS NULL

Step 4

Run it

One command. Bruin connects to ServiceNow, pulls data incrementally, runs your quality checks, and lands clean data in your warehouse. If a check fails, the pipeline stops — bad data never reaches downstream.

Backfill historical data with --start-date

Schedule with cron or trigger from CI/CD

Full lineage from ServiceNow to your dashboards

$ bruin run .

Running pipeline...

  servicenow_incidents
    ✓ Fetched 2,847 new records
    ✓ Quality: campaign_id not_null     PASSED
    ✓ Quality: spend not_null           PASSED
    ✓ Quality: no negative ad spend     PASSED
    ✓ Loaded into bigquery

  Completed in 12s

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Ready to connect ServiceNow?

Start for free, or book a demo to see how Bruin handles ingestion, quality, lineage, and scheduling for your entire data stack.

Book a demo Read the docs