Integration Overview

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Note: The latest release this documentation applies to is Fuji. For the Helsinki release, see Integration overview. Documentation for later releases is also on docs.servicenow.com.


1 Overview

ServiceNow integrates with many third party applications and data sources, as described in Integration overview. 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. ServiceNow has performed the following integrations with enterprise systems and platforms.

2 Integration 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 signon 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.

3 Login

Integrations that support a user logging into ServiceNow include techniques used for single sign-on, dynamic user record creation, as well as loading users, groups and location data.

3.1 Single Sign-on

Bypass the ServiceNow login authentication by allowing a user of your corporate portal to automatically login to the system with centrally managed roles and authorization.

  • External Authentication
  • Intranet and Login Integration

3.2 User Data

Using our integration with LDAP or secure LDAP, dynamically create user accounts by importing from your Active Directory or OpenLDAP implementation. You can do this securely via a point-to-point VPN. Additionally, you can use the dynamic mapping of data sources such as files or databases via JDBC, to import user, groups, and location data into ServiceNow using Import Sets.

  • LDAP Integration
  • LDAP Import Map
  • Import Sets

4 Data and Process

Data and process integration can be categorized as either event based, or batch load. An event based integration, more on-demand and usually with a smaller payload, creates records for the purpose of triggering additional workflow in the system. Event based integration records usually go through an external queueing table called the ECC Queue. Batch or data load based integration is typically done with a scheduled import set, where mappings and script can be defined to gather data from various data sources into the system and transform them into records in tables.

4.1 Event Based

  • Web Services
  • Tivoli Enterprise Console (TEC)
  • HP OpenView Operations
  • MID Server
  • LANDesk Integration
  • Microsoft SMS
  • Altiris Integration
  • Nimsoft Integration
  • Borland Starteam Integration

4.2 Batch Load

View Import Sets.

5 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

6 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.

7 List of Available Integrations

For the current list of base instance and custom integrations, see List of Available Integrations.

8 Frequently Asked Questions

For answers to common integration questions, see Integration FAQs.

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