Perspectium, the pioneer of service management integration as a service, announced the results of a focused survey of ServiceNow customers to determine their needs and practices of “un-siloing” data and processes from their cloud-based ServiceNow applications to external storage, such as data lakes. In addition, the study examined the exchange of data and processes between their ServiceNow applications and third parties, such as service providers or customers.
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Survey from @perspectium shows customers want to replicate @servicenow #ITSM data to external storage, analytics & apps but DIY integrations expensive and inadequate
Forty-five percent (45%) of those ServiceNow customers surveyed currently use data integration to replicate data between ServiceNow and their preferred storage. The most common reasons for moving this data out of ServiceNow were for analytics, archiving, machine learning or for federating company data. While most saw ServiceNow-provided analytics as adequate, many opted to use their preferred analytics tools and needed to merge this data with data from other tools across the organization.
Forty-eight percent (48%) of those surveyed exchange data or processes between their ServiceNow instance and a third party. Many of these used in-house developed bespoke integrations for this exchange, but data shows that such integrations are generally inadequate and expensive to maintain long-term. Shockingly, 39% of companies use email “integration” to exchange such details, and 26% manually re-key information into a portal provided by the third party. Others (22% of respondents) relied on phone calls to exchange details. The manual means of data and process exchange is time consuming, error-prone, expensive and often suffers from considerable time delays.
The study also shows that the on-going annual cost of maintaining a custom-built integration is nearly equal to the cost of creating it in the first place. Integrations need to be maintained to ensure their functionality as changes occur to either the ServiceNow instance or the application or infrastructure on the other end. In addition, changing requirements also create demands for integration maintenance work.
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