Why we need integrations?

[Manikantahere]

Can any one provide info why we need to do integration between two systems/domains both in prospective of ServiceNow and in general?

I know that we do integrations to exchange/modify data between domains but what is the purpose of doing it? when/why we do so? and any business scenarios?

[Maddysunil]

@Manikantahere 

Integrating two systems or domains, whether it's within the context of ServiceNow or in general, serves several important purposes and can bring about various benefits:

1. Streamlining Business Processes: Integrations enable the automation and streamlining of business processes by connecting different systems together. This reduces manual effort, minimizes errors, and improves efficiency.

2. Data Synchronization: Integrating systems allows for the synchronization of data across different platforms. This ensures that data is consistent and up-to-date across all systems, leading to better decision-making and improved data accuracy.

3. Enhanced Collaboration: Integrations facilitate seamless collaboration between different teams or departments within an organization. By sharing data and information between systems, teams can work more efficiently and effectively together.

4. Improved Customer Experience: Integrating systems can lead to an improved customer experience by providing a unified view of customer data across different touchpoints. This allows organizations to deliver personalized and consistent service to their customers.

5. Cost Savings: Integrations can help reduce costs by eliminating the need for manual data entry, reducing duplication of effort, and optimizing resource utilization.

6. Enabling Innovation: Integrating systems allows organizations to leverage the capabilities of different platforms and technologies to drive innovation. By combining data and functionality from multiple systems, new insights and opportunities can be discovered.

https://www.bacancytechnology.com/blog/integration-in-servicenow#:~:text=A%20ServiceNow%20integratio... 

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Thanks

[Amit Verma]

Hi @Manikantahere 

I will make use of two examples to answer this :

1. From ServiceNow Perspective - Suppose you are using ServiceNow as an ITSM tool and you have a monitoring tool, for example, Nagios to monitor your infrastructure. If any of the devices go down, you want an incident to be opened automatically in ServiceNow. For this, you need to configure an integration between ServiceNow and Nagios where Nagios will be making a REST API call towards ServiceNow instance to create an Incident.

2. General Perspective - Suppose you have a monitoring tool, let's take Nagios itself and you want to send emails via Exchange Server on every alert created inside the tool. In that case, you need to configure an integration between Nagios and Exchange Server where Nagios will make a REST API call towards Exchange Server to send out emails. 

Please note that these are some generic examples and the best way to integrate could differ based on requirement.

Thanks & Regards

Amit Verma

[Mathieu Lepoutr]

Integration is great to collaborate with other departments and teams and share information.

When integrating two systems that aren't supposed to talk to eachother, it is advisable to use a solid tool like Exalate, which is a decentralized integration solution, where you can granuarly decide which data will be send over and applied.