The ability to move data and processing is critical, but it is usually left to manual or one-time processing
Perspectium, a pioneer in service management integration-as-a-service, announced the results of a focused survey of ServiceNow customers to determine how they move from cloud-based ServiceNow applications to external storage (eg, data lakes. In addition, the study also examined ServiceNow applications Data and process exchanges with third parties (such as service providers or customers).
Forty-five percent (45%) of ServiceNow customers currently surveyed use data integration to replicate data between ServiceNow and their preferred storage. The most common reasons for moving this data out of ServiceNow are analysis, archiving, machine learning or syndicating company data. Although most people think that the analysis provided by ServiceNow is sufficient, many people choose to use their preferred analysis tools and need to merge this data with data from other tools in the organization.
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48% (48%) of the respondents exchange data or processes between their ServiceNow instances and third parties. Many of these transactions are exchanged using custom integrations developed in-house, but data shows that such integrations are usually not long-term enough and expensive. Shockingly, 39% of companies use email “integration” to exchange such detailed information, while 26% of companies manually retype information into a portal provided by a third party. Others (22% of respondents) rely on the telephone to communicate detailed information. Manual data and process exchange methods are very time-consuming, error-prone, expensive, and often suffer a lot of time delays.
The study also showed that the ongoing annual cost of maintaining a custom integration is almost equal to the cost of initially creating the integration. When the ServiceNow instance or the application or infrastructure on the other end changes, the integration needs to be maintained to ensure its functionality. In addition, constantly changing requirements have also created demands for integrated maintenance work.
“As more and more ServiceNow is used not only to run IT departments, but also to run other service-oriented departments, such as human resources, legal, facilities, security operations, etc., the isolated data in ServiceNow instances becomes insightful More and more valuable, continuous improvement and measurement metrics,” said Craig McDonogh, vice president of corporate strategy. “Our research shows that a large portion of ServiceNow customers are already processing data “unsatisfied”, but they are processing data manually, or using disposable, customized methods for processing, which are expensive and difficult. maintain.”
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Organizations using ServiceNow quickly accumulate valuable data, and as the amount of data increases, many people find that ServiceNow analysis or reporting is insufficient or not flexible enough to meet their needs, especially when combining the data with other enterprise applications The ability of data integration. Others want to use external business intelligence or machine learning tools of their choice, or merge data with information from other systems by copying the data to a data warehouse. Still others want to avoid the performance degradation of the ServiceNow application when extracting large amounts of data. Some people want to make ServiceNow’s data more widely available to other departments in the company without putting production instances at risk.
“Our unique way of providing an easy, fully managed service to integrate ServiceNow data and processes with other valuable business systems is becoming increasingly important,” McDonogh continued. “Now, companies can “cancel storing” large amounts of ServiceNow data in real time without affecting the performance of the application or requiring difficult and expensive integrated development and maintenance.”
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