ServiceNow IntegrationHub vs Exalate [2026]: Bidirectional Sync, Pricing, and Setup Compared

Teams that manage IT service workflows across multiple platforms evaluate ServiceNow IntegrationHub and Exalate for cross-platform synchronization. Both tools connect ServiceNow to external systems, but they serve different purposes and offer different levels of flexibility, control, and ease of management.

This comparison breaks down their technical capabilities, pricing models, setup processes, and ideal use cases so you can determine which solution fits your integration requirements.

Quick Comparison Table: ServiceNow IntegrationHub vs. Exalate

Key Takeaways

If you need a quick answer, here are the essential points:

Choose IntegrationHub if you are already invested in the ServiceNow ecosystem, need simple one-way automations, and have ServiceNow developers on staff who can build and maintain custom Spokes.

Choose Exalate if you need true bidirectional integration, work with external partners or multiple teams on different platforms, want predictable pricing based on actual sync outcomes, or need flexibility beyond what pre-built Spokes can offer.

Important: Exalate runs as a standalone solution and does not rely on IntegrationHub. You do not inherit IntegrationHub transaction consumption or rate-limit constraints when using Exalate.

Organizations using IntegrationHub plus custom development often find the combination becomes maintenance-heavy over time. Exalate provides a path to expand integrations to additional teams faster with less ongoing effort.

What is ServiceNow IntegrationHub?

ServiceNow IntegrationHub is a low-code integration platform built into the Now Platform. It enables ServiceNow users to connect their instance with external systems through pre-built connectors called Spokes and automate workflows using Flow Designer.

Core Capabilities

IntegrationHub provides over 175 pre-built Spokes for common platforms like Slack, Microsoft Teams, Salesforce, AWS, and Jira. These Spokes offer plug-and-play integrations for standard use cases without requiring custom code.

For more advanced requirements, organizations can build custom Spokes using JavaScript, REST APIs, SOAP, JDBC, or PowerShell. ServiceNow also offers Spoke Generator, a GenAI-assisted tool that helps users create Spokes through a visual interface.

Limitations to Consider

Bidirectional sync challenges: IntegrationHub is primarily designed for one-way integrations where ServiceNow triggers actions in external systems. True bidirectional sync requires additional configuration on the connected system side, which ServiceNow does not support directly.

Transaction-based pricing: Every API call counts toward your transaction limit. The Starter Pack includes 1,000,000 transactions per year for free, but organizations with high-volume integrations can quickly exceed this limit and face unexpected costs.

Custom Spoke maintenance: While pre-built Spokes work out of the box, custom Spokes require ongoing maintenance as external systems evolve. This creates technical debt over time.

Learning curve: G2 reviews consistently cite troubleshooting challenges and complexity for first-time users. The platform requires ServiceNow expertise to use effectively.

Vendor lock-in: IntegrationHub is tightly coupled to the ServiceNow ecosystem, limiting flexibility for organizations that need to integrate with systems outside ServiceNow’s Spoke library.

What is Exalate?

Exalate is a bidirectional integration platform designed for synchronizing incidents, change requests, problems, RITMs, and other ServiceNow entities across different platforms. It connects teams working on Jira, Salesforce, Azure DevOps, Zendesk, GitHub, Freshservice, Freshdesk, Asana, and other systems.

Exalate is purpose-built for scenarios where two systems need to stay in sync continuously, including cross-company collaboration between vendors, partners, MSPs, and customers.

Core Capabilities

Unified Console: Exalate provides a single interface to manage all your integrations. Setting up a connection takes minutes: enter your source and destination URL, verify them, name your connection, and start configuring. No installation required on both systems.

Groovy Scripting Engine: Exalate handles any custom workflow through its script-based engine. If you can write it in Groovy, Exalate can sync it. You control incoming and outgoing sync rules separately on each side, giving you full operational control over what data flows where.

Aida AI: Exalate includes Aida, an AI assistant that helps with scripting, troubleshooting, and error resolution. Aida can generate scripts based on your requirements, explain errors in plain language, and suggest context-aware solutions.

Test Run: Before deploying changes to production, you can test your sync configurations against real data without creating actual entities on the destination side. This reduces the risk of errors affecting live operations.

Script Versioning and Rollback: Every configuration change creates a new version with full history. If something goes wrong, you can roll back to a previous version instantly.

Side-by-Side View: View script rules, active queues, and errors for both sides of your connection simultaneously from a single screen.

Exalate Runs Independent of IntegrationHub

Exalate operates as a standalone solution. It does not use IntegrationHub infrastructure, does not consume IntegrationHub transactions, and is not subject to IntegrationHub rate limits. This means you can run Exalate alongside an existing IntegrationHub implementation without any conflicts or additional transaction costs.

Core Feature Comparison

Customization and Flexibility

IntegrationHub offers a low-code approach through Flow Designer and pre-built Spokes. For standard use cases like sending Slack notifications or creating Salesforce records, this works well. However, when you need custom logic, conditional mappings, or complex field transformations, you must build custom Spokes using JavaScript. ServiceNow recommends that only organizations with appropriately skilled development resources create custom Spokes.

Exalate provides full scripting control through Groovy. You can define exactly what data gets sent, how it transforms during transit, and how it maps to the destination system. The Aida AI assistant accelerates this process by generating scripts from natural language descriptions and explaining existing scripts in plain terms.

Verdict: Exalate offers deeper customization without the maintenance burden of custom Spoke development. IntegrationHub is simpler for basic use cases but hits limits quickly for complex scenarios.

Supported Integrations and Connectors

IntegrationHub supports 175+ pre-built Spokes covering major platforms. However, Spoke availability depends on your subscription tier, and some Spokes offer limited actions. Creating integrations for platforms without existing Spokes requires custom development.

Exalate supports:

• Core connectors: Jira Cloud, Azure DevOps Cloud, ServiceNow, Salesforce, Zendesk, GitHub
• Additional connectors: Freshservice, Freshdesk, Asana, Azure DevOps Server
• Early access connectors: TOPdesk, Xurrent (formerly 4me), ManageEngine ServiceDesk Plus, Ivanti, ConnectWise, SolarWinds, HaloITSM
• Custom connector development: Enterprise customers can request custom connectors for platforms not yet supported

Verdict: IntegrationHub has more pre-built options, but many are limited to basic actions. Exalate focuses on deep, bidirectional sync for the platforms it supports and offers custom connector development for enterprise needs.

Setup and Ease of Use

IntegrationHub requires ServiceNow platform expertise. Users must understand Flow Designer, Spoke configuration, and ServiceNow’s data model. Initial setup involves requesting plugin activation, configuring connections, and building flows. For custom Spokes, expect significant development time.

Exalate uses a unified console accessible via a web browser at exalate.app. The setup process is straightforward:

1. Enter your source system URL and verify the system
2. Enter your destination system URL and verify the system
3. Name your connection
4. Configure sync rules using AI-assisted Groovy scripts
5. Activate and start syncingin

No installation on individual systems is required for cloud deployments.

Verdict: Exalate is significantly easier to set up and manage, especially for users without deep ServiceNow expertise.

Pricing Comparison

IntegrationHub Pricing:

• Starter Pack: Free with 1,000,000 transactions per year
• Higher tiers: Paid subscriptions based on transaction volume and Spoke access
• Pricing model: Transaction-based (each API call counts)
• Hidden costs: Exceeding transaction limits, additional Spoke access, custom Spoke development and maintenance

IntegrationHub pricing is not publicly listed. Organizations must contact ServiceNow for custom quotes based on their requirements.

Exalate Pricing:

Exalate uses outcome-based pricing. You pay for active items currently in sync, not transactions or user counts. If you sync 50 items between Jira and ServiceNow, you pay for those 50 items regardless of how many updates occur.

Use the Exalate pricing calculator to estimate costs for your specific setup.

Verdict: Exalate offers transparent, predictable pricing based on actual sync outcomes. IntegrationHub’s transaction-based model can lead to unpredictable costs at scale.

Considering build vs. buy? Use the Build vs. Buy Calculator to compare the total cost of building custom integrations versus using Exalate.

Use Cases: Who Should Choose What

Choose IntegrationHub If:

• You are fully invested in the ServiceNow ecosystem and need to automate workflows within ServiceNow
• Your integration needs are primarily one-way (ServiceNow triggering actions in external systems)
• You have ServiceNow developers on staff who can build and maintain custom Spokes
• Your use cases are covered by existing pre-built Spokes

IntegrationHub is Not Ideal For:

• True bidirectional synchronization where both systems need equal update capabilities
• Cross-company integrations with external partners, vendors, or MSPs
• Organizations without dedicated ServiceNow development resources
• High-volume sync scenarios where transaction limits become costly
• Teams that need to connect platforms outside ServiceNow’s Spoke ecosystem

Choose Exalate If:

• You need true bidirectional sync between ServiceNow and other platforms
• You collaborate with external partners, vendors, MSPs, or customers who use different tools
• You want predictable pricing based on actual sync outcomes, not transaction volume
• You need deep customization without the maintenance burden of custom Spoke development
• Your current IntegrationHub setup has become maintenance-heavy, and you want to expand to additional teams with less effort
• You are hitting IntegrationHub transaction limits or rate-limiting constraints, and need a solution that operates independently
• You work across multiple platforms (Jira, ServiceNow, Salesforce, Azure DevOps, Zendesk, etc.)

Exalate is Not Ideal For:

• Simple one-way automations that existing IntegrationHub Spokes handle well
• Organizations that only use ServiceNow and have no external integration requirements
• Teams looking for a no-code solution

Handling Common Objections

“Exalate requires scripting skills”

Exalate gives you full Groovy scripting control. Aida AI can generate scripts from natural language descriptions, reducing the learning curve significantly. For organizations that prefer hands-off implementation, Exalate offers managed services where the team handles the entire integration setup.

“IntegrationHub is already included with ServiceNow”

The Starter Pack is free, but it has a 1,000,000 transaction limit. High-volume integrations can exceed this quickly. Additionally, many useful Spokes require higher-tier subscriptions. Custom Spoke development adds cost. Compare the total cost of ownership, including development and maintenance time, against Exalate’s predictable pricing.

“We already have IntegrationHub in place”

Exalate runs independently and does not conflict with existing IntegrationHub implementations. You can use Exalate for bidirectional sync scenarios while keeping IntegrationHub for ServiceNow-specific automations. Many organizations use both tools for different purposes.

“Exalate seems complex”

The unified console simplifies management significantly. Setting up a connection takes minutes, not days. Test Run lets you validate configurations before going live. Script versioning means you can always roll back if something breaks. Aida AI provides troubleshooting assistance in plain language.

“We need enterprise-grade security”

Exalate is ISO 27001 certified. Data is encrypted in transit and at rest. The platform uses flexible authentication models (API keys, OAuth, PAT) that decouple integration access from ticketing system credentials. Visit the Exalate Trust Center for complete security documentation.

“What if we need a connector that doesn’t exist?”

Enterprise customers can request custom connector development. Exalate also maintains an early access program for connectors in development, including TOPdesk, Xurrent, ManageEngine ServiceDesk Plus, Ivanti, ConnectWise, SolarWinds, and HaloITSM.

Customer Reviews and Testimonials

Exalate Reviews

“The flexibility of the Groovy scripting engine lets us handle sync scenarios that no other tool could manage. Complex field mappings, conditional logic, custom transformations—it handles everything.” — Verified G2 User, Enterprise IT

“Aida cut our troubleshooting time in half. When something breaks, it explains the error and suggests exactly what to fix.” — Verified G2 User, Mid-Market

“We sync incidents between our ServiceNow instance and our partner’s Jira. Exalate handles the bidirectional updates seamlessly. Both teams stay in their preferred tool.” — Verified G2 User, IT Services

Key stats from Exalate’s 2025 field report:

• 82% of users report eliminating manual copy-paste between systems
• 70% use Exalate for cross-company collaboration
• Over 70% classify their Exalate integrations as mission-critical

IntegrationHub Reviews

Positive feedback:

• Pre-built Spokes enable quick setup for standard use cases
• Tight integration with Flow Designer and the ServiceNow ecosystem
• Low-code approach reduces development time for basic automations

Challenges noted:

• Troubleshooting is difficult for first-time users
• Learning curve is steep
• Custom Spoke development requires significant expertise
• Transaction limits can become costly at scale

Security Comparison

Both platforms maintain enterprise-grade security. Exalate’s decoupled access control means you can grant integration management access without compromising ticketing system credentials.

Support, Documentation, and Community

IntegrationHub Support

• ServiceNow documentation and knowledge base
• ServiceNow Community forums
• Support tied to the ServiceNow subscription
• ServiceNow training and certification programs

Exalate Support

Additional resources:

• Exalate Documentation with Aida AI assistant for planning and scoping
• Exalate Community for peer support
• YouTube tutorials for visual guides
• Managed services for organizations that want hands-off implementation

Final Verdict

ServiceNow IntegrationHub works best for organizations deeply invested in ServiceNow who need simple, one-way automations covered by existing Spokes. It is a sensible choice when you have ServiceNow developers on staff, and your integration needs stay within the ServiceNow ecosystem.

Exalate is the stronger choice for:

• True, real-time bidirectional intra and cross-company synchronization
• Cross-company collaboration with external partners
• Predictable, outcome-based pricing
• Deep customization without custom Spoke maintenance
• Organizations hitting IntegrationHub transaction limits
• Teams that need to expand integrations to additional platforms faster

If you are currently using IntegrationHub plus custom development and finding it maintenance-heavy, Exalate provides a path to simplify operations while gaining more flexibility.

Frequently Asked Questions

1. Does Exalate use IntegrationHub or inherit its transaction limits?

No. Exalate operates as a standalone solution completely independent of IntegrationHub. It does not consume IntegrationHub transactions, is not subject to IntegrationHub rate limits, and can run alongside an existing IntegrationHub implementation without conflicts.

2. Can Exalate handle bidirectional sync between ServiceNow and Jira?

Yes. Bidirectional sync is Exalate’s core capability. Both ServiceNow and Jira can create and update items that sync to the other system in real time. You control exactly what data flows in each direction through separate incoming and outgoing sync rules.

3. How does Exalate’s pricing compare to IntegrationHub?

IntegrationHub uses transaction-based pricing where each API call counts toward your limit. Exalate uses outcome-based pricing where you pay for active items in sync, regardless of how many updates occur. This makes Exalate costs more predictable, especially for high-volume sync scenarios.

4. What platforms does Exalate support besides ServiceNow?

Exalate supports Jira Cloud, Azure DevOps (Cloud and Server), Salesforce, Zendesk, GitHub, Freshservice, Freshdesk, and Asana. Early access connectors include TOPdesk, Xurrent, ManageEngine ServiceDesk Plus, Ivanti, ConnectWise, SolarWinds, and HaloITSM. Enterprise customers can request custom connector development.

5. Can Exalate help reduce maintenance overhead from custom integrations?

Yes. Unlike custom Spokes that require ongoing maintenance as systems evolve, Exalate provides a standardized platform with script versioning, rollback, and Test Run capabilities. This reduces the maintenance burden compared to custom development.

6. Is Exalate secure enough for enterprise use?

Yes. Exalate is ISO 27001 certified. Data is encrypted in transit and at rest. The platform uses SentinelOne for endpoint protection. Visit trust.exalate.com for complete security documentation.

7. Can I use Exalate for cross-company integrations with external partners?

Yes. Cross-company collaboration is one of Exalate’s primary use cases. Trust Levels provide granular control over what data external collaborators can access and modify.

8. Does Exalate offer a free trial?

Yes. Exalate offers a 30-day free trial with access to all connectors. You can test your specific use case before committing to a paid plan.

Ready to see how Exalate handles your integration requirements?

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