in GitLab 18.x Cloud, you can absolutely integrate with ServiceNow to support:

• ✅ Change Management workflows
• ✅ Incident Management
• ✅ Automated Service Request Fulfillment

However, this requires the use of GitLab’s ServiceNow DevOps Integration App, available via the Atlassian Marketplace and ServiceNow Store.

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✅ GitLab ↔ ServiceNow Integration (as of GitLab 18.x)

GitLab provides official, bi-directional integration with ServiceNow DevOps for enterprise-level DevSecOps automation.

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🔹 1. Change Management Workflow Integration

✅ What You Can Do:

• Automatically create Change Requests (CRs) in ServiceNow when a pipeline runs or code is merged in GitLab.
• Require ServiceNow approval before deployment.

🧠 Example Use Case:

• MR merged to main → triggers Pre-approved Change Request in ServiceNow → waits for approval → continues deployment.

✅ How to Set Up:

1. In ServiceNow:
   • Install ServiceNow DevOps plugin
   • Install GitLab Integration App from ServiceNow Store
2. In GitLab:
   • Configure a WebHook or use Custom GitLab CI Job to send pipeline events to ServiceNow.
   • Optionally configure via GitLab Compliance Center → Pipeline Execution Policies
3. You can also configure a change control gate in .gitlab-ci.yml:

approve_change_request:
  stage: deploy
  script:
    - curl -X POST https://servicenow/api/trigger-change
  rules:
    - if: '$CI_COMMIT_BRANCH == "main"'
Code language: JavaScript (javascript)

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🔹 2. Incident Management Integration

✅ What You Can Do:

• Auto-create incidents in ServiceNow when pipelines or deployments fail.
• Link GitLab issues/MRs to ServiceNow incident records.

🔧 Setup:

• Use ServiceNow DevOps Events API
• Configure a GitLab WebHook or CI job to send failure events to ServiceNow
• Tag ServiceNow incidents with commit/MR metadata for traceability

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🔹 3. Automate Service Request Fulfillment

✅ What You Can Do:

• Use GitLab pipelines to fulfill service catalog requests (e.g., provision infra, deploy apps)
• ServiceNow → GitLab triggers via MID server or API connector
• GitLab → ServiceNow updates back with logs/status

🔧 Setup:

• Define catalog workflows in ServiceNow
• Trigger GitLab pipelines via:
  • API calls (POST /projects/:id/trigger/pipeline)
  • Custom catalog items with Flow Designer

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✅ Summary Table (GitLab 18.x Cloud)

Feature	Supported	Setup Method
Change Management	✅ Yes	GitLab DevOps App in ServiceNow + WebHooks
Incident Management	✅ Yes	GitLab WebHooks + ServiceNow Events API
Service Request Fulfillment	✅ Yes	Catalog Items + GitLab pipeline triggers

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🚀 Official Resources

• GitLab + ServiceNow Docs
• ServiceNow DevOps Store App

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Here’s a complete, production-ready .gitlab-ci.yml example that integrates with ServiceNow to:

1. 🔧 Create a Change Request via API
2. 🕒 Wait for ServiceNow approval
3. 🚀 Proceed with deployment only if approved

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✅ Prerequisites

• You have a ServiceNow DevOps integration set up.
• You have a ServiceNow API endpoint to:
  • Create Change Requests (/api/devops/create-change)
  • Poll status (/api/devops/change-status)
• You have a valid bearer token (stored as GitLab CI variable: SERVICENOW_TOKEN)