Given the complexity of modern technology environments, it’s not uncommon for there to be a need to connect ServiceNow to other applications. In some cases, there are pre-built connecters available on the ServiceNow store or even within the platform’s plugins and applications list. For those that aren’t, ServiceNow provides all the tools necessary to establish an interface with an external system, whether it's another SaaS product or an in-house solution. How so?
Enter Integration Hub: ServiceNow’s dynamic integration builder with seemingly endless possibilities for connections, workflows, and triggers. As in many cases, great power comes with great responsibility. Having been through the process of architecture design, configuration, testing and deployment for multiple ServiceNow integrations, here are six “Dos” and “Don’ts” for linking ServiceNow with external systems.
DO create a holistic plan. Have a clear understanding of the objectives of the integration, identify the specific data elements needing exchanged, and map out process workflows across the systems. In some instances, documenting this plan may even be required by your organization for approval to develop the new interface.
DON’T fail to coordinate. Integrations often involve multiple stakeholder groups, so clear and frequent communication between the affected parties will be critical to an on-time project. Advance notice to the technical team managing the external system will help them better schedule integration activities within their own workload and priorities. Getting in front of these types of dependencies will help prevent delays due to actions beyond your control.
DO follow best practices. Design and build the technical aspects of the configuration in alignment with leading development methods, utilizing modularization where possible to break the integration into discrete building blocks. Strategically employing Integration Hub functionality according to ServiceNow’s intended use will help you avoid hard to maintain customizations and result in the most effective solution.
DON’T intermingle environment levels. While it is imperative to test the integration with valid data, non-production environments (e.g., development, test, stage, q/a) should not be directly connected to a production system. This mistake often happens when a sub-production ServiceNow instance is connected to the production version of the external system, causing test data to seep into the external system’s main environment.
DO prepare for go-live. The actions involved when deploying an integration vary from a typical module implementation or enhancement (e.g., validation of the interface will require testing across systems vs. testing in ServiceNow alone). There are also integration specific deployment steps to consider, including initial data imports and updating API keys, target URLs, and credentials to point to production environments.
DON’T forget to monitor. Watch the integration carefully, especially for the first few days, to ensure it is operating on schedule, error-free, and to confirm there are no missing data elements. If an issue is discovered, normal processes can be followed to document and resolve them. Additionally, alerts can be established to notify selected individuals/groups should an error be detected.
These six “Dos” and “Don’ts” apply to nearly every integration type within ServiceNow, but there will be additional factors to consider based on your specific solution objective. If you’re planning to integrate your ServiceNow GRC/VRM program with an external system and would like to explore any of these concepts in relation to your solution needs or build a plan of action, please reach out to info@lionwarellc.com.
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