How ITCM works

From a reading on the factory floor to tracked work in ServiceNow, and back to the device, without custom integration code in between.

Four layers, one platform

ITCM sits on the Now Platform, between your devices and the workflows that act on them.

  1. Layer 1

    Devices

    Sensors, PLCs, controllers and machines on site.

  2. Layer 2

    Gateway

    Collects readings securely and passes them on.

  3. Layer 3

    ITCM

    Device inputs, outputs and rules, defined on the Now Platform.

  4. Layer 4

    Workflows

    Incidents, work orders, approvals and reports in ServiceNow.

Step by step

What happens between a device reporting a value and the problem being fixed.

  1. Connect the device

    Device → gateway

    Sensors and controllers send their readings through a gateway or connector your site already uses, or one we help you choose.

  2. Define inputs in ServiceNow

    ITCM on the Now Platform

    With low-code configuration, you describe which values each device sends and link the device to its record, location and owner.

  3. Write the rule

    Low-code logic

    Set the conditions that matter, such as a limit, a duration or a combination of readings, using tools your ServiceNow team already knows.

  4. Trigger the workflow

    Incidents, work orders, tasks

    When a rule fires, ServiceNow creates the right record, assigns it, notifies people and starts any approvals.

  5. Send the output

    Now Platform → device

    Where it makes sense, the workflow sends a command back through ITCM to the device, such as a speed change, a shut-off or a new setpoint.

  6. Keep the record

    History and audit

    Readings, decisions, actions and timings are kept in ServiceNow, ready for reporting, audits and improvement.

Why keep the logic in ServiceNow?

Most IoT projects put their rules in a separate platform. That means another system to secure, another team to manage it, and no link to your assets, people or processes.

  • Your ServiceNow team can read and change the rules.
  • Devices are linked to assets, locations and owners you already manage.
  • Every reading, decision and action has an audit trail.
  • One platform to secure, upgrade and support.

See it with your own devices

Tell us what you want to connect, and we’ll walk you through how ITCM would handle it.

Request a demo