6.2 Integration Basics
Key Takeaways
- IntegrationHub lets admins call external systems from Flow Designer using spokes and actions, without hand-writing all the connection code.
- Web services exchange data over HTTP: REST (Representational State Transfer) is lightweight and JSON-based; SOAP (Simple Object Access Protocol) is XML and contract-driven.
- Inbound integration means another system calls ServiceNow's APIs; outbound integration means ServiceNow calls another system's API.
- A scripted REST API exposes a custom ServiceNow endpoint with defined resources, methods, and scripted responses.
- A MID Server is a lightweight Java application inside the customer network that lets a cloud ServiceNow instance reach on-premises systems and data sources securely.
6.2 Integration Basics
Quick Answer: An integration lets ServiceNow exchange data with another system in real time, while an import loads a snapshot of data on a schedule. ServiceNow integrates mainly through web services (REST and SOAP). IntegrationHub provides low-code outbound calls, a scripted REST API exposes custom inbound endpoints, and a MID Server bridges the cloud instance to systems inside a private network.
The CSA exam expects conceptual fluency here, not deep coding. You should be able to define each term, state the direction of data flow, and choose between an import and a live integration for a given scenario.
Web Services: REST vs. SOAP
A web service is an interface that lets two systems talk over HTTP. ServiceNow supports both major styles.
| Aspect | REST (Representational State Transfer) | SOAP (Simple Object Access Protocol) |
|---|---|---|
| Data format | Usually JSON, sometimes XML | XML only |
| Contract | Lightweight, URL + HTTP method | Strict WSDL contract |
| Style | Resource-oriented (GET/POST/PUT/PATCH/DELETE) | Operation-oriented (envelope) |
| Typical use | Modern integrations, mobile, most new work | Legacy enterprise systems |
Most new ServiceNow integrations use REST because it is simpler and JSON is easier to read. SOAP appears mostly when connecting to older enterprise applications that require it.
Inbound vs. Outbound
Direction is defined from ServiceNow's point of view and is a frequent exam distractor.
- Inbound integration — an external system calls a ServiceNow API. Example: a monitoring tool creates an incident in ServiceNow. ServiceNow's Table API and scripted REST APIs receive these calls.
- Outbound integration — ServiceNow calls an external system's API. Example: a flow sends an approved change to a CMDB or messaging tool. REST messages, SOAP messages, and IntegrationHub actions make these calls.
IntegrationHub
IntegrationHub is the ServiceNow capability that lets admins trigger integrations directly from Flow Designer using prebuilt connectors:
- A spoke is a packaged set of actions for a specific external product, for example a messaging or DevOps spoke.
- An action is a reusable step (such as "send a message" or "create a ticket") usable inside a flow.
- It reduces hand-written integration code and keeps logic in low-code flows that an administrator can maintain.
Scripted REST APIs
When an inbound integration needs custom behavior beyond the standard Table API, an admin or developer builds a scripted REST API:
- Define a service with a base path, then one or more resources (endpoints).
- Each resource specifies an HTTP method (GET, POST, etc.) and a script that builds the response.
- This lets ServiceNow expose tailored endpoints — for example, a single call that returns a filtered, formatted dataset — while still enforcing authentication and ACLs.
MID Server
A MID Server (Management, Instrumentation, and Discovery) is a small Java application installed on a server inside the customer's own network.
- A cloud ServiceNow instance cannot reach systems behind a corporate firewall directly.
- The MID Server initiates an outbound connection to the instance and then acts as a secure relay for Discovery, Orchestration, JDBC data sources, and integrations with on-premises systems.
- It is essential whenever ServiceNow must read or write data that is not internet-accessible.
Import vs. Integration: Choosing
| Need | Use |
|---|---|
| One-time or scheduled bulk load of records | Import set + transform map |
| Periodic refresh from a database file/feed | Scheduled data import (often via MID Server JDBC) |
| Real-time, event-driven data exchange | Integration (REST/SOAP, IntegrationHub) |
| External system must create records on demand | Inbound scripted REST / Table API |
The rule of thumb for the exam: if the requirement is "keep a copy in sync on a schedule," think import; if it is "act the moment something happens, in either direction," think integration.
A cloud ServiceNow instance must pull data nightly from an Oracle database that sits behind the customer's corporate firewall. What component is required?
An external monitoring tool needs to create incidents in ServiceNow automatically when it detects an outage. From ServiceNow's perspective, this is:
An administrator needs to send an approved change notification to a third-party chat product from within a flow, with minimal custom code. The best approach is to use:
Which scenario is better served by an import set rather than a live integration?