What is ServiceNow eBonding?

2. What is ServiceNow eBonding? By Zak Cole

3. What is ServiceNow eBonding? eBonding (or e-Bonding) is a B2B software integration approach that enables the automatic exchange of data between two business applications. • Sometimes also referred to as bridging, eBonding is an example of bi-directional synchronization. This means when a change is made to one system, it is reflected in the second system and vice-versa. The key idea behind eBonding is to ensure that both systems are in sync.  • Organizations implement eBonding to enable inter-application workflows. Inter-application workflows improve the employee experience by consolidating the software employees must learn in order to do their jobs.  • eBonding and inter-application workflows also improve data quality by increasing the organization’s scope for automation. By replacing manual data entry and swivel-chair app management with automation, organizations can be more confident that synchronized data is accurate. • Automatic data exchange also ensures that the workflows remain streamlined and efficient.

4. eBonding Streamlines Enterprise Architectures and Workflows • As the world becomes increasingly data-driven, it is more important than ever for businesses to have easy access to clean, consistent data. Employees spread across multiple business locations use a variety of applications that simplify various day-to-day tasks – communication, productivity management, reporting, administration, and several others.  • Modern organizations need to collaborate across different locations, departments, and systems.  • A manual approach to integrate applications and workflows in modern organizations inevitably lead to duplicate, inconsistent, or missing data.  • The end result for a business is – reduced performance, exasperated teams, and poor customer experience.  • In contrast, well integrated, eBonded systems streamline the employee experience, leading to a more efficient workflow and better served customers.

5. Why Organizations Implement eBonding Integration for ServiceNow How many of these boxes apply to your business? • Your service management processes don’t live in just one application, and they need to be connected • Your ITSM workflow needs to include your service providers, customers and suppliers • You are implementing DevOps or a SIAM approach in your organization and need to connect the components • You have to connect ServiceNow with other tools without having to build and maintain the integrations yourself • Different groups use different tools to deliver service management across your organization Organizations typically use multiple tools for service management. So your service management workflows don’t entirely live in an instance of ServiceNow.

6. eBonding for Managed Service Providers (MSPs) • Managed Service Providers (MSPs) provide their customer organizations with specific services via a number of different solutions and systems. For these services to function smoothly, systems need to be able to “talk” to each other. As the services scale up, data integration becomes more complex. • Consider this – your development team uses a development tool to manage their processes. This can be because you work with third parties that use (multiple) different ITSM tools. Perhaps you have multiple teams delivering service management, all using different products. • Even if everyone uses ServiceNow, you still need to figure out how to connect your workflows across instances and geographies. • An eBonding integration between ServiceNow and another application ensures that the data transfer occurs smoothly and consistently.  • This also allows MSPs to stay abreast with customer needs and provide efficient services. As the services scale up, eBonding helps MSPs deliver deep data integration and eliminate data inconsistencies.  • If two teams need access to the same data, then eBonding is the right solution for your business. Let’s dig deeper into the benefits eBonding offers for ServiceNow in particular.

7. Benefits of ServiceNow eBonding • Automated data exchange reduces/eliminates manual interventions. This further ensures data consistency, accuracy, and ease of accessibility. • The reduced manual intervention also allows your team more time to focus on higher-value activities. • It facilitates increased transparency amongst teams, allowing them to be in sync. Improved collaboration directly results in increased productivity. • eBonding helps businesses ensure security and confidentiality by preventing unauthorized access to shared data. You can be selective about the information you want to share with the other team and determine how you wish to receive information.

8. How to Implement eBonding Integrations for ServiceNow • eBonding is much more than synchronizing information between two applications. It requires meticulous planning, resource allocation, and, more importantly, finding the right tools to ensure the integration works effectively. • Fortunately, ServiceNow is partnered with Perspectium – an integration-as-a-service and solution supporting ServiceNow e-Bonding. • As a managed service provider, implementing Perspectium integrations is straightforward. Simply talk to us about your integration goals and requirements, and we’ll handle the rest.

9. Extend ServiceNow Workflows to Other Apps, Teams & Third-Parties • As the leader in ServiceNow workflow integration, Perspectium offers the ServiceBond technology that is designed to reliably, bidirectionally connect ServiceNow workflows to other incident fulfillers, external teams, and ITSM tools.  • As an integration-as-a-service, Perspectium takes responsibility for building and maintaining the integration. Additionally, Perspectium’s one-of-a-kind architecture and ServiceNow-native application enables eBonding, without impacting ServiceNow performance.  • And there’s no new software to learn, since Perspectium is installed and interacted with, from within the ServiceNow platform.

10. ServiceNow e-Bonding in Action • One example use case for ServiceNow eBonding with Perspectium, is eBonding ServiceNow to Amazon Web Services (AWS). • AWS customers use the AWS support portal to enter requests for help, which they already track in ServiceNow. This means they must track work in two systems, make updates in two systems, and report on both systems.  • Perspectium helps businesses deliver superior service by eBonding ServiceNow with the AWS Support Center, providing automated creation, viewing, updating, and resolving of incidents from within your existing ITSM tool, with no need to enter duplicate information into a separate environment. • CDW recently added Perspectium ServiceBond for AWS to escalate incidents or requests on behalf of their customers to the Amazon Web Services (AWS) Support Center. The solution was designed to eliminate the need to login to a separate support portal, and was able to provide near real-time visibility of status across the entire service supply chain.