The ServiceNow AI Platform is incredibly powerful for streamlining and accelerating enterprise workflow – and more and more organisations are adopting ServiceNow for exactly that reason. But however you use ServiceNow, integrations are a fact of life. Data needs to be shared, workflows need to connect with multiple systems, and of course everything needs to be administered correctly and efficiently.
It would seem obvious that, because you’ve got ServiceNow, all of this functionality can be plugged in using native APIs and managed via ServiceNow’s Integration Hub. That’s the beauty of the platform tech approach, isn’t it?
Not necessarily.
Not all integrations are created equal. There is a great deal more to successful eBonding integrations than just syncing data.
So what’s the problem? And what can be done about it?
The interoperability challenge
For a straightforward integration – perhaps pulling data from an instance you have in AWS for example – it can be relatively simple to manage that integration via a standard API.
But once you are dealing with integrating processes – through eBonding – there simply is no standard interoperability. Every organisation’s or service’s processes are slightly different. There are different data fields, different timings and triggers for events, and different methods for managing ticket queues and so on.
You need a logistics company, not a transport vehicle
This isn’t just speculation – we know because this is exactly what our customers are having to manage right now. They might be dealing with 30 or 40 integrations, and that’s in just a couple of years. For big managed service providers, dealing with integrations across multiple customers, you might be talking about hundreds of integrations – each with its own quirks.
And the simple fact is that Integration Hub has not been designed to deal with these complex integration scenarios. Of course, you can achieve the result you want with eBonding integrations with Integration Hub – but it doesn’t have the capabilities to make that an efficient and scalable process.
Customers such as ProCori and Advania told us a bespoke build took 300 to 400 hours per integration. Multiply that across 30 integrations and you are talking about thousands of hours and a ream of bespoke code.
Ultimately, Integration Hub is a fantastic transport vehicle, when you need to get a set of data from a to b. But what organisations really need is a logistics company.
Where Unifi fits
That’s where Unifi comes in.
We have reimagined the integration experience to make it better for everyone. Dealing with the lack of standardisation, the complexity, and keeping everything running smoothly from an operational point of view can be incredibly laborious with typical integration tools. But Unifi has been built to cope with the eBonding integration demands enterprises have in the real world as standard.
And for our customers that makes a real difference: ProCori cut its average build from 300 hours to 40–60. It’s a huge benefit – significantly reducing the cost and increasing the speed of implementation.
Unifi is built to manage eBonding integrations in ServiceNow. Whether you’re a developer, a customer service agent, or an operations analyst, you’ll find it easier than ever to build, use, and manage the integrations your business relies on.
See the side-by-side comparison of Unifi and Integration Hub.
