Axiell - ServiceNow Integration and Automation

Common Integration Use Cases Between Axiell and ServiceNow

1. Collection or archive service requests routed from ServiceNow to Axiell

Data flow: ServiceNow ? Axiell

When museum, library, or archive staff submit requests in ServiceNow for new cataloging, item description updates, digitization, or preservation actions, the request can be automatically created in Axiell as a collection workflow task. This reduces manual re-entry and ensures curators, archivists, and collections teams work from a single intake process.

• Captures request details, priority, due date, and requester information in ServiceNow
• Creates or updates the corresponding record or task in Axiell
• Improves turnaround time for collection operations and service desk coordination

2. Incident and problem management for digital preservation or access issues

Data flow: Axiell ? ServiceNow

If Axiell detects issues such as failed ingest, metadata validation errors, broken links to digital objects, or access problems in public discovery portals, those events can generate incidents in ServiceNow. IT and digital preservation teams can then track resolution, assign ownership, and maintain auditability.

• Automatically opens incidents when preservation or access workflows fail
• Includes object identifiers, error logs, and affected collections
• Supports faster restoration of public access and preservation processes

3. Change management for collection system configuration and metadata schema updates

Data flow: Bi-directional

When Axiell administrators need to change metadata templates, retention rules, integrations, or access permissions, ServiceNow can manage the formal change request, approval, and implementation tracking. Once approved, the change status can be synchronized back to Axiell so collections teams know when updates are scheduled or completed.

• ServiceNow handles approvals, risk review, and change scheduling
• Axiell receives approved change details for execution planning
• Reduces unplanned disruption to cataloging and preservation operations

4. Asset and service catalog linkage for digitization and preservation equipment

Data flow: ServiceNow ? Axiell

Organizations often manage scanners, storage systems, and preservation infrastructure in ServiceNow as assets or configuration items. Integrating these records with Axiell allows collections teams to understand which equipment supports specific digitization or preservation workflows, improving traceability and operational planning.

• Links equipment status and maintenance history from ServiceNow to Axiell workflows
• Helps identify impacted collections when devices or systems are unavailable
• Supports better planning for digitization throughput and preservation capacity

5. Public access or research support cases enriched with collection metadata

Data flow: Axiell ? ServiceNow

When researchers, patrons, or internal staff raise access-related questions in ServiceNow, Axiell can supply authoritative metadata such as item descriptions, provenance, location, rights status, or digitized object references. This gives support teams the context needed to resolve inquiries without switching between systems.

• Pulls collection metadata into ServiceNow case records
• Improves first-contact resolution for access and reference requests
• Reduces delays caused by manual lookup across departments

6. Task orchestration for digitization and digitized content delivery

Data flow: Bi-directional

ServiceNow can coordinate the operational steps for digitization projects, including intake, assignment, SLA tracking, and escalation, while Axiell stores the collection record and links to the resulting digital asset. Status updates from Axiell can flow back to ServiceNow so project managers and service teams can monitor progress end to end.

• Tracks digitization requests, approvals, and completion milestones
• Stores final object references and preservation metadata in Axiell
• Provides visibility across collections, IT, and project management teams

7. Audit, compliance, and retention workflow alignment

Data flow: Bi-directional

Axiell manages long-term preservation and collection records, while ServiceNow manages operational governance such as approvals, exceptions, and compliance tasks. Integrating the two platforms helps institutions maintain a clear audit trail for access changes, retention actions, preservation interventions, and policy exceptions.

• ServiceNow records approvals and compliance actions
• Axiell retains the authoritative collection and preservation history
• Supports governance requirements for cultural heritage institutions