Friday, 30 November 2018 11:59

ITSM Integration

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ServiceNow makes it easy to get data in, but getting your data out is a bit limited. Use Coyote DX to easily exchange data between ServiceNow and any system.

ServiceNow offers the MID server which is great for getting data into ServiceNow, but not so handy for getting it out. Sure, you can export CSV and a few other formats, but getting that data loaded into other systems is a bit "hit-or-miss" as not all systems deal with these formats very well. The result is usually a manually intensive process which prone to error and not very reliable. Even making web service calls from ServiceNow into other systems is difficult and requires configuration of not only ServiceNow but networking (e.g. firewall routes) and the target system to support the ServiceNow call. The MID server is really only half of an integration solution and the rest of the options require a bit of work.

It is also worth mentioning that many security groups have spoken up about placing an application in the data center under the direct control of an external system. Security audits have flagged this approach for closer scrutiny and suggest all communications are initiated and managed from within using tools under the direct control of operations. Allowing an external agent or proxy behind the firewall such as the MID Server may violate security policies and require a more traditional integration approach.

Running CoyoteSN tools in CoyoteDX gives you the ability to implement bi-directional integrations with a few lines of a configuration file. You can make web service calls directly into the ServiceNow API and pull any data from any table and direct it to one or more target systems through not only flat files (CSV, XML, and Fixed Field Length) but also through direct JDBC database and customized web service calls. You can even use other CoyoteDX modules to transform and write your ServiceNow data to other formats and systems.

It is now possible to safely exchange data with external business partners without having them directly access your ServiceNow instance. Easily pull data from ServiceNow tables and format it to your business partner specifications and send it to them using their native protocols. They don't need to interface with ServiceNow at all. You can also query your external partner data using their API and protocols to create records for posting to your ServiceNow instance meeting the needs and specification of your table structures. Bidirectional business partner integrations to ServiceNow using one tool is simpler and more reliable than passing CSV files around.

Coyote SN allows you to implement integrations with ServiceNow in a few hours, not a few weeks (or months) and can be easily changed via configuration files which can be version controlled and managed by the operations staff. The developers only need to be involved when custom components are required.

  • Industries: Telecommunications, Electric Utility, Insurance, Finance
  • Tools: Loader, DataFrame, DX, SN, Custom modules for custom operations
  • Category: ITSM, Provisioning, Security, Monitoring
Last modified on Friday, 30 November 2018 14:48
Steve Cote

Steve has been a systems architect for the telecommunications and electric utility industries creating circuit provisioning systems and smart grid solutions. He is a hands-on architect working with teams to deliver large complex projects. More recently, Steve has been consulting agile teams from Fortune 15 organizations, start-ups, and everything in-between to be more productive with DevOps and agile practices.

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