Servicenow Integration-Complete Guide (mostly Rest)
1.What is Integration?
Integration is the process of connecting ServiceNow with external systems (such as Jira, SAP, monitoring tools, or HR systems) so that data can be exchanged automatically and processes can work together seamlessly.
Why do we need Integration?
To avoid manual data entry and duplication
To keep data consistent across multiple systems
To enable end-to-end automation
To improve efficiency and reduce human errors
In real projects, ServiceNow rarely works alone—it acts as a central platform connected to many external tools.
2. What is an API and Why Do We Need It?
An API (Application Programming Interface) is a set of rules that allows two applications to communicate with each other.
Why APIs are required in integrations:
They provide a secure and structured way to exchange data
They define how requests and responses should look
They allow real-time or near real-time communication
Types of APIs used in ServiceNow:
REST API (most commonly used)
SOAP API (legacy systems)
3. What is a REST API?
A REST API is a lightweight, stateless web service that uses HTTP methods to perform operations on data.
ServiceNow heavily uses REST APIs because they are:
Simple
Fast
Language-independent
Widely supported
4. REST API Methods
REST APIs use HTTP methods to define actions:
GET – Retrieve data
POST – Create new records
PUT – Update entire record
PATCH – Update partial record
DELETE – Delete a record
These methods are used in almost every ServiceNow integration.
5. REST Message vs Scripted REST API
REST Message
Used for outbound integrations
ServiceNow calls an external system
Configuration-based with optional scripting
Scripted REST API
Used for inbound integrations
External systems call ServiceNow
Fully scriptable and customizable
6. Integration Scenarios in ServiceNow
1) e-Bonding Integration
eBonding is a bi-directional integration where two systems stay in sync.
Inbound: External system updates ServiceNow using Scripted REST API
Outbound: ServiceNow updates external system using REST Message
Example:
Incident created in ServiceNow → sent to Jira
Status updated in Jira → reflected back in ServiceNow
2) Outbound Integration
In outbound integration:
ServiceNow is the source system
External system is the target
Implemented using REST Messages or IntegrationHub actions
3) Inbound Integration
In inbound integration:
External system calls ServiceNow
Implemented using Scripted REST APIs
7. What is IntegrationHub?
IntegrationHub is ServiceNow’s low-code integration framework that simplifies integrations without heavy scripting.
Why IntegrationHub?
Reduces custom scripting
Faster implementation
Reusable integration logic
Built-in error handling
8. What are Spokes?
A Spoke is a collection of pre-built integration actions for a specific external system.
Examples:
Jira Spoke
Slack Spoke
Microsoft Teams Spoke
AWS Spoke
How IntegrationHub is different from traditional scripting:
Traditional Integration IntegrationHub
| Heavy scripting | Low-code / no-code |
| Custom error handling | Built-in error handling |
| Hard to maintain | Easy to maintain |
| Not reusable | Reusable actions |
Jira Integration Example (End-to-End)
Scenario: Incident–Jira eBonding
Outbound Flow:
Incident created in ServiceNow
REST Message / Jira Spoke sends data to Jira
Jira issue ID stored in ServiceNow
Inbound Flow:
Jira issue updated
Scripted REST API receives update
Corresponding incident updated in ServiceNow
This ensures real-time synchronization between ServiceNow and Jira.
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