Integration with third-party applications and data sources

Integration is the exchange of information between company applications and a ServiceNow instance. ServiceNow integrates with many third party applications and data sources.

The most common integrations are with CMDB, Incident Management, Problem Management, Change Management, User Administration, and Single Sign-on.

A variety of techniques can be used, most notably Web Services, JDBC, LDAP, Excel, CSV, and Email, as well as any industry standard technologies that use SOAP, REST, or WSDL. Additionally, API and command-line integrations can be done using a MID Server.

Note: You can establish integrations before or after the ServiceNow implementation goes live, however the best practice is to enable integrations before your implementation goes live. Enabling integrations prior to going live allows you to test the integration. This is especially important for integrations to user lists or single sign-on applications since a problem in one of these integrations can prevent users from logging on.

Technologies

The ServiceNow platform is based on service-oriented architecture (SOA), in which all data objects can use web services to access bi-directional data-level integration. The interface is also direct and dynamic because all modifications to existing objects and all new objects are automatically published as a Direct Web Service. A more indirect web service creation and usage can be achieved through Mapped Web Service where a transform map is used to gather incoming web service data into the final targeted tables. Finally, an advanced Scripted Web Service technique is available for defining process-based web services, where data is irrelevant, but serves more as a trigger for a process or a composite of actions that execute at the server.

Additionally the platform offers a rich interface for loading external data using import sets. Using this feature, you can load from various data sources such as HTTPS, FTPS, and SCP using file formats such as XML, CSV, and Microsoft Excel XLS files. Information can also be pulled from a data source using a direct JDBC connection, provided the network connectivity allows.

Information can be pulled from the platform to an external platform using an ODBC Driver.

Forms, lists, and reports on the platform can be accessed directly using a URL, which facilitates integration on the UI level between two or more web applications.

A handful of single sign-on technologies is identified and implemented out of the box to allow fast integration with your portal, however, the technique is customizable in a script to allow for flexibility in the different SSO environments our customers have.

Integration between ServiceNow Instances

There are times when you find you need to perform a specific integration between your instance and another ServiceNow instance. Instance-to-Instance integrations are a snap because all of the integration points exist between the two instances.

Update Sets also provide exchanges between instances. For more information, see Getting started with Update Sets

User interface integration

Integration at the user interface level allows standard, seamless embedding of ServiceNow charts and reports into portals, exposure of knowledge base articles into web sites, and the embedding of in-context URLs into other web enabled applications.

  • Integrating ServiceNow with your Intranet (Web IFrame)
  • Launch in-context