OUTCOMES

The Business Case for Service Experience API360

The number of applications used by corporations to manage and improve the customer and employee experience is growing
exponentially. Unfortunately, managing them has become a resource-intensive balancing act involving the coordination of
multiple sets of employee and service data located in many different applications. For an organization to thrive, they must enable
a free information flow across these applications. Here’s how a connected ITSM might look like in a cohesive IT environment:

SERVICE EXPERIENCE API 360 BUSINESS PROCESS EXAMPLES

IT Operations Effectively manage the lifecycle of IT assets, improve team productivity and deliver
Management top quality service to customers.

Human Capital Onboard employees faster and manage them more efficiently with integration into HR
Management systems to increase employee morale and productivity.

Customer
Manage issue resolution accurately and expediently to improve customer satisfaction
Service
and longevity.
Management

IT Service Effectively manage support tickets to accelerate issue resolution, optimize support and
Management improve the user experience.

Application
Rationalize applications and eliminate redundancy to save costs, and maximize
Portfolio
agile development.
Management

Asset Streamline asset provisioning and inventory management to effectively maximize

Management IT resources.

Security Prevent, detect and respond to security threats and incidents effectively to protect
Operations valuable assets.
COMPONENTS

Accelerate Integrations with Recipes

Jitterbit’s Integration Recipes are pre-built integration mappings that move data in one direction between like objects across
two applications or systems. You can think of these as the building blocks for the Process Templates or custom use case specific
integrations. Use pre-built recipes to quick start your integrations between systems. Examples include:

Migrate ServiceNow Users Sync Jira Issues to Sync Workday Workers to Migrate Magento Customers
to Salesforce Contacts ServiceNow Issues ServiceNow Workers to ServiceNow Companies

For a complete list of ServiceNow Integration Recipes, click here.

Connect to Anything with the ServiceNow Connector

Natively connect any cloud or on-premises application or data source to ServiceNow. The ServiceNow Connector allows you to
connect to your ServiceNow instance, add or delete records, update existing data, or retrieve data for use in Jitterbit integrations.

The ServiceNow Connector enables you to:

• Access to an account on the ServiceNow account on the ServiceNow instance
• Support activates such as Query, Create, Update and Delete
• A specific ServiceNow connection and its activities are referred to as a ServiceNow endpoint. Once a connection is configured,
activities associated with the endpoint are available from the Endpoints filter

For a complete list of ServiceNow Connector capabilities, click here.

Jitterbit ServiceNow Connector

SOLUTIONS

With years of experience in building ServiceNow integrations, Jitterbit has the expertise to provide you with integration
solutions for a next-generation IT service management strategy over the long-term.

Fast-track Common Integration Use Cases with Process Templates

A Jitterbit Process Template includes pre-built integration workflows for a specific use case. Designed based on best practices
gained from years of experience helping ServiceNow customers create these workflows, Process Templates can reduce the time to
deploy integrations by 50-80%, and free up your IT resources for more strategic initiatives. Jitterbit Process Templates are:

• Packaged solutions that accelerate connections to commonly used objects, fields, and processes
• Pre-built workflows that automate data synchronization between objects such as IT Request, HR Profile, Facilities Request,
Security Request
• Extensible and customizable to meet your unique requirements

Jitterbit offers Process Templates for a variety of typical business process use cases. For example:

IT SERVICE
MANAGEMENT
SYSTEM

Worker Sys User

Data synchronization occurs between apps upon the creation of, or an

update to, a Worker in Workday or an Account

Worker HR Profile

Data synchronization occurs between applications upon the creation of, or

update to, a Workday Worker or a HR Profile.

Worker Hire Business Process IT Request

Data synchronization occurs between applications upon the creation of, or

update to, a Workday Worker or an IT request.

Worker to Hire To Do List Facilities Request

Data synchronization occurs between applications upon the creation of, or

update to, a Workday Worker or a facilities request.

Worker to Hire To Do List Security Request

Data synchronization occurs between applications upon the creation of, or

update to, a Workday Worker or a security request.
 ServiceNow Integration
Optimize the Employee and Customer
Experience with a 360° View of Service Data

ServiceNow ITSM is a modern cloud-based platform that helps today’s modern organizations improve productivity and enhance
the customer and employee experience. These modern enterprises know that an effective service strategy is a key requirement for
business success. Yet, most companies use various software solutions to support their IT service management strategy. In addition
to ServiceNow, companies also use other applications and data such as IT, Security, HR, Customer Service, and others, to provide a
complete set of capabilities that deliver an enriched customer and employee experience. By integrating these systems, businesses
can avoid a complex and disjointed service strategy. The payback can be transformational: streamlined and automated processes,
quick and agile service management, increased customer satisfaction, and optimized costs.

Jitterbit’s API Integration Platform offers fast, flexible integration with legacy, on-premises, and cloud applications. It enables
you to build reliable, scalable integrations that extend ServiceNow into any business process to increase data accuracy, achieve
k
widespread automation, support new business objectives, and improve overall efficiency.

Human Capital Management

API
Manufacture
Service
Delivery

Operational Market Customer Service

Intelligence API Management
API
IT Operations Customer
Management Support

Service
Engage
Experience 360

Security IT Service
Ops Management
API API
IT Inventory Protection Issue Resolution

Maintain Invoice

Asset IT Business
Management Management

Service Distribute
API API

IT Inventory Management Application Portfolio

Management

January 7,
© 2021 Jitter
PLATFORM

Enable Rapid Innovation with

CONNECT TO 1,000+ ENDPOINTS
Jitterbit Harmony
APPLICATIONS
• Github
Connect your operations with a single platform. Jitterbit Harmony -Integration • Hewlett Packard Enterprise
• IBM
Platform as a Service (iPaaS) – has all the integration tools you need to share
• Ivanti
data, automate business processes, and create new solutions or efficiencies. • Jira Software
• Oracle
Easily create, design, and manage integration projects to orchestrate all your
• SAP
critical business processes. • ServiceMax
• Snow
• Solarwinds
• Splunk
DESIGN INTEGRATIONS • Tenable
• Workday
• Connect any data, app, or device • Zendesk
• Intelligently map data fields APIs
• Build powerful workflows • Web Services (SOAP, REST), HTTP/S
• Custom API publishing
• Infuse any application with artificial intelligence and management
• Automate business processes to streamline operations • OData Services
• and more

DATABASES
DEPLOY ANYWHERE • Oracle
• SQL Server
• Create and publish APIs internally or externally • DB2
• Run in the cloud, on-premises, or hybrid • MySQL
• Sybase
• Create secure local connections with lightweight agents • and more
• Scale elastically to meet needs in real time
OTHER PROTOCOLS
• Count on high availability with smart agent groups • JDBC/ODBC
• FTP
• File Shares
• LDAP
MANAGE FROM ANY DEVICE
• SMTP/POP3
• Manage from the Harmony Cloud • and more
• Provide secure access with user-based permissions DATA FORMATS
• Get real-time alerts and a complete audit trail • JSON
• XML (WSDL, XSD)
• Optimize intelligently across unlimited environments • All EDI (X12, EDIFACT, TRADACOMS,
• Manage your APIs and view enhanced analytics XML, CICA, HL7, etc.)
• Flat/Hierarchical Text Structures
• and more

EXISTING SOA PLATFORMS

• webMethods
• Tibco
• IBM WebSphere
• BEA WebLogic
To learn more, visit us at • and more

www.jitterbit.com/solutions/servicenow-integration

Jitterbit, Inc. | 1.877.852.3500 | jitterbit.com/contact

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