ServiceNow to Integrate with custom/bespoke front End to Create SRs.

[Mansor2]

I am in the need to integrate ServiceNow with customer's existing system to create SR, meaning bespoke portal (custom application/homegrown) will act as front end for creating service request and ServiceNow will create the request and all approvals and execution will be done in ServiceNow. The thing is that, one request from user may involve 20+ individual requests too. can anyone share any throughs on this or have done in tha past. is this something like eBond?

Thanks in advance. 

Regards

[Mark Manders]

Since it's an integration with a home grown custom solution, it is difficult to assist on this. Ebonding could very well work, but one request containing 20 individual requests, sounds like an order guide? 

What's the reason of keeping this old portal? Integrating tickets can be done of course, but it sounds counter intuitive that you create requests in one system and get communication about it from another, or are you fully integrating status updates and such as well?

[Mansor2]

Thanks Mark, 

Sounds like order guide requirement, I am not sure why they want to retain the old portal, will need to get the details as why customer wants to rretain the legacy still. I believe full integration including status updates. Will get more information by tomorrow, let me stay in touch to fill you in on the questions you have. 

[Mark Manders]

That really should be the first question. Because there could be legit reasons for staying with the old portal (like it is build on applications that are not going to be replaced by ServiceNow), but it sounds not very efficient to have people work/resolve in ServiceNow while communication is running over a different platform, when ServiceNow can do it all as well. 
Pitch the employee center to them and show them what how an OOB platform can replace their old, homegrown application that only they can maintain. ServiceNow will give way more flexibility.