When to use Remote Process Sync over Service Bridge

[snehapatel]

I want to understand on how to decide between right ebonding option - Remote Process Sync (RPS) or Service Bridge when you have 2 separate ServiceNow instances.

Thanks,

Sneha

[Community Alums]

Hi @snehapatel ,

This link help you understand : https://www.servicenow.com/docs/bundle/xanadu-integrate-applications/page/administer/integrationhub/...

[SrdanMatijevic]

Hi,

Could you please add a bit more context, which processes are you trying to eBond, which tables, are you using CSM, is this for customer support or for ordering goods etc.?

[snehapatel]

Hi @SrdanMatijevic ,

We are using CSM. There are multiple use cases for which we are evaluating RPS & Service Bridge. For example incident raise in SNOW instance 1 when assigned to certain assignment group should be visible in SNOW instance 2 as the concerned assignment group does not have access to SNOW instance 1. The bi-directional synch should happen for notes being entered. Also there are handful of scenarios that we have. So it would be good to know the generic principles/guide on when to use RPS versus when to use Service Bridge.

Thanks,

Sneha

[SrdanMatijevic]

Thank you for the info @snehapatel .

I'll start with the clarification that I assume you are referring to the new Service Bridge capability released in November 2024, not the legacy one. I think that the post from @wclim describes the legacy Service Bridge capabilities. Also, I'll ignore any commercial implications i.e. what is the licensing cost.

Service Bridge allows you to do a process sync i.e. create a case record in the provider's instance once an incident in the customer's instance is assigned to a specific assignment group and keep those two records in sync (notes, attachments, specific field updates). You can achieve the same with the RPS but I think the Service Bridge has extra capabilities:

• Easier configuration of the table mapping between instances through UI, including data transformations.
•  Additional capabilities such as remote choices, creating remote tasks, order management and exposing catalog items from provider to customers.

If the Service Bridge is a commercially viable option and there is a chance that you might use any of its advanced capabilities now or in the future, I would recommend the Service Bridge. Otherwise, RPS will do the job as well but it will require a bit more effort from the configuration/development side of things.