LEIDOS Holdings Inc.

Client Challenge

Leidos provides technology services to a large federal government client that relies on ServiceNow for ITSM and IT Operations. With multiple service providers involved, the client required seamless integration between their sovereign ServiceNow instance and the ticketing platforms of external vendors. 

However, the client’s ITSM ecosystem involved multiple service providers using different ticketing platforms, making it difficult to maintain consistency in data flow and updates across systems. Without an integrated solution, there were inefficiencies in tracking ITSM events, managing service requests, and ensuring real-time updates between ServiceNow and external platforms. Additionally, data quality, security, and access control posed significant challenges in achieving a seamless integration.

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Our Solution

Leidos partnered with Novabridge to deliver application integration services, facilitating the integration of the client’s ServiceNow application with six external vendors using different ticketing platforms, such as Jira Service Desk.

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Novabridge developed REST API integrations to enable real-time data synchronization for ITSM workflows, including incidents, problems, service requests, catalog tasks, change records, and configuration items. In addition, the solution featured:

• A security and access control model ensuring secure integrations.

• Data validation and “wrappers” to enhance data quality.

• A queue management engine to streamline ticket processing.

• Comprehensive testing, including User Acceptance Testing (UAT).

• Solution packaging for deployment, ensuring smooth implementation.

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Result

The integration allowed Leidos’ federal government client to enhance ITSM efficiency, automate service workflows, and maintain consistent, high-quality data exchange between ServiceNow and vendor platforms.

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Ready to extend the reach of your ServiceNow environment through integration?

At Novabridge, we cut through the noise to deliver real solutions, fast. With a proven track record in ServiceNow implementation and governance, we simplify complex challenges and drive transformation—just like we have done for Leidos and hundreds of other clients for years.

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