What You Need to Know About ServiceNow Integration Hub

Workflow automation requires the integration of numerous applications, services, platforms, and data sources. However, applications from legacy systems or apps can cause the integration to become complicated. Therefore, ServiceNow’s platform provides Integration Hub to simplify the integration process by providing robust integration solutions.

What is the ServiceNow Integration Hub?

ServiceNow Integration Hub (IH) is a Now Platform application for process automation and integrations. The IH is designed to interact with external platforms in ServiceNow using common protocols (e.g., APIs, JDBC, PowerShell, or common line scripting and languages). IH can be used by process owners and developers to create reusable spokes (scoped applications containing Flow Designer content dedicated to a particular application or record type) and integration actions that execute demands against an external system.

Why Use Integration Hub to Automate Platform Integrations with Third Parties?

Integration Hub enables process owners and developers to automate integrations with third-party platforms by:

• Combining several Now Platform automation features into a unified system so they can create and visualize business integrations from a single interface.
• Encouraging business process automation by giving subject matter experts the ability to create and share an integration hub ServiceNow spokes with Flow Designers.
• Expanding Flow Designer content to integrate business processes with external platforms.
• Simplifying integration logic descriptions to make it easier for non-technical users to comprehend the triggers, actions, inputs, and outputs.

ServiceNow Integration Hub Use Cases

Here are the most common use cases of ServiceNow Integration hub:

• Connects to homegrown applications.
• Posts news to ServiceNow integration hub Slack, Microsoft Teams, or other social media platforms.
• Automates the onboarding process by updating user information in the HR portal, creating users in the Active Directory, and assigning training to a new employee.
• Synchronizes data between third-party platforms (e.g., ServiceNow integration with Jira, bi-directional support).
• Consumes information from and interacts with an Internet of Things (IoT) device.

Recommended to Read: Boosting Productivity: Advantages of ServiceNow and SAP Integration

Benefits of ServiceNow Integration Hub

Let’s look at the top benefits of ServiceNow Integration Hub:

• Flow Templates

  Automate common integration patterns such as document management, notifications, and more. Begin quickly by selecting “Add Automation” in the App Engine Studio to add flows to your low-code app.

• Out-of-the-box Solutions

  With out-of-the-box Virtual Agent topics, service Catalog triggers, and Integration Hub spokes for Active Directory, Azure AD, Okta, Microsoft SCCM, and others. One can quickly address top ITSM use cases like password reset, client software distribution, and Citrix session resets.

• Create Workflows Using a Familiar Interface

  Workflow includes an Integration Hub. ServiceNow is a designer. Digital content can be created by developers, IT generalists, and no code builders. These Workflows combine data and actions with any external system in a single native Now Platform knowledge.

• Easily Connect Workflow Automation with Virtual Agent Designer

  ServiceNow Integration Hub spokes are built into the Virtual Agent Designer to automate common service requests such as Citrix session resets to enable AI-powered self-service.

• Create Powerful and Reusable Custom Spokes with Action Designer

  With Action Designer, you can build custom integrations for specific use cases and package them as spokes for anyone to reuse. JavaScript, REST, SOAP, PowerShell, SSH, and other protocols are supported by Action Designer. Integration Hub ServiceNow spokes can even be copied and extended.

Key Features of ServiceNow Integration Hub

The most significant features of ServiceNow Integration Hub are:

• Out-of-the-Box Spokes

  Integrate data and automate thousands of business-critical actions.

• Custom Spokes

  Build powerful custom integrations for any application.

• Flow Templates

  You can accelerate automation development, by using starter flows with built-in integrations.

• Packaged Integration Solutions

  Reduce the number of IT tickets by using out-of-the-box automation.

• IntegrationHub Import

  Make importing and mapping large data sets easier.

• REST API Trigger

  Start a flow from an inbound API call or webhook without writing any code.

• Remote Tables

  View and manipulate external data without importing or storing it.

• Connections Dashboard

  Connect in seconds and streamline credential management with a single dashboard.

ServiceNow Integration Hub Licensing

ServiceNow integration hub pricing will be decided based on your integration’s requirements. In addition to having a license for the ServiceNow platform, it is required to have separate licenses to access the ServiceNow Integration Hub features. As ServiceNow offers different subscription packages, the licensing cost of ServiceNow® Integration Hub enterprise depends on the subscription you choose.

ServiceNow Integration Hub Packages

To ensure a robust, successful ServiceNow integration with legacy systems or third-party systems, organizations must choose the right subscription packages, such as Starter, Professional, and Enterprise, as per their requirements. Each subscription comprises different protocols, features, spokes, and integration solutions.

Packaging overview per Subscription

Protocols and Features

Strategies for Simplifying API Integrations

ServiceNow Integration Hub management requires both technical precision and strategic planning for seamless, secure, and scalable data exchange between ServiceNow and external systems. Here are key strategies for successful API integrations:

• Define what the integration should accomplish, such as IT ticket sync and notifications management, etc
• Leverage Integration Hub Spokes to speed up the process
• Use low-code tools to build, trigger, and manage integrations
• Use data pills, transform maps, and scripts to handle format differences and ensure consistency
• Use conditions and Try-Catch blocks to log errors and send alerts for failed flows
• Create modular subflows and reusable custom actions to reduce duplications
• Validate APIs, data flows, and performance in dev or sandbox instances before deployment
• Maintain precise records of endpoints, credentials, flows, and dependencies
• Collaborate with Stakeholders Early: Involve API owners, third-party vendors, and security teams from the planning phase

5 Common Integrations with ServiceNow

Jira & DevOps Integration

ServiceNow integration with Jira, GitHub, GitLab, Azure DevOps, and Splunk helps organizations streamline IT incident, request management, and development operations. These integrations help organizations track incident management, automate incident response workflows, and manage user stories and CI/CD pipelines by synchronizing real-time data between platforms.

Communication Tools

The ServiceNow platform supports the integration of communication and collaboration tools, such as ServiceNow and Microsoft Teams integration, Slack, and Zoom, helping organizations respond to service requests without switching platforms. Accordingly, ServiceNow ChatGPT integration opens new opportunities for communication, automation, and problem-solving, offering a seamless experience for both employees and customers.

HR Applications

Employee onboarding and offboarding processes can be automated with the ServiceNow HRSD module. By facilitating secure integration with systems like Workday, SAP, Oracle PeopleSoft, ServiceNow streamlines employee onboarding, payroll updates, and employee service request management operations.

Asset Management Software

ServiceNow supports integration with tools like Microsoft SCCM, Flexera, and Snow Software to keep hardware and software asset data management secure and accurate.

Analytics & Reporting Software

By facilitating integration with Power BI and Tableau like business intelligence and data analytics software, ServiceNow helps you build rich dashboards and visualize performance metrics across IT, HR, and customer service processes.

Summary

For work to flow efficiently across the enterprise, digital workflows must connect to hundreds of different business apps, systems of record, and cloud infrastructure.

Gartner recommends that IT leaders implement SaaS-embedded packaged integrations for common use cases in major systems of record to accelerate time to value, reduce costs, and deliver integrations at scale. Integration Hub is the only integration solution that is embedded in the Now Platform, and ServiceNow workflows provide the quickest time to value, lowest TCO, and ease of use with no learning curve for all ServiceNow developers.

If you need help implementing solutions like Integration Hub, our team of expert ServiceNow consultants are ready for assistance. For more information, contact us.

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