Real-time Bidirectional ServiceNow Integration

Exalate syncs any ServiceNow data available via REST API. Common entities include:

• ITSM: Incidents, problems, change requests, change tasks, service requests (RITMs)
• CSM: Cases, accounts, contacts, assets
• ITOM: Events, alerts, CI records from the CMDB
• Custom tables: Any table you create in ServiceNow

Fields commonly synced: short description, description, state, urgency, priority, assignment group, caller, category, work notes, comments, attachments, correlation IDs, SLA data, and custom fields.

View full field documentation →

Integration Hub is ServiceNow’s native integration platform. It works well for ServiceNow-centric workflows but has limitations for fully functional, bidirectional sync:

Exalate uses outcome-based pricing. You pay for active sync pairs that are the records currently synchronized, not user seats or API calls.

Each integration (ServiceNow ↔ Jira, ServiceNow ↔ Salesforce) is billed independently. Create unlimited connections, users, and triggers within each integration. Cost per record decreases as sync volume increases.

Pro plans start at $550/month per integration. Enterprise plans include custom item limits, priority support, data residency options, and sandbox environments.

View pricing details → | Estimate Exalate pricing →

Exalate uses asynchronous transactional sync queues on both sides of the integration. When ServiceNow or the connected system experiences downtime:

1. Changes are queued in order
2. Sync resumes automatically when connectivity restores
3. Events apply in the same sequence as the original updates
4. Built-in retry mechanism handles transient failures without manual intervention

Aida can diagnose errors and suggest fixes directly from the troubleshooting interface.

Exalate is ISO 27001 certified and GDPR compliant. Security features include:

• Role-based access control (RBAC): Granular permissions for integration management
• Encryption: Data encrypted at rest and in transit (TLS 1.2/1.3)
• Decoupled authentication: Integration access is separate from ServiceNow credentials—grant sync permissions without exposing system admin rights
• Script versioning: Full audit trail of configuration changes with rollback capability
• Endpoint detection: SentinelOne for advanced threat protection

Each party maintains operational control over its sync side. Your scripts define exactly what data leaves and enters your ServiceNow instance.

Visit Exalate Trust Center →

Yes. Exalate uses ServiceNow’s advanced search syntax for triggers.

Examples:

• Sync all incidents where assignment_group=IT Operations and priority<=2
• Sync change requests where state=implement and type=normal
• Sync problems where category=network and urgency=1

Triggers activate sync automatically when conditions match. Edit triggers anytime without disrupting active synchronizations.

Yes. Exalate supports multi-instance hub-and-spoke architectures:

• Connect multiple departmental ServiceNow instances to a central Jira
• Link MSP client ServiceNow instances to your internal Azure DevOps
• Sync between ServiceNow instances for multi-tenant ITSM operations

The unified console provides network visualization of all connections. Bulk operations let you update multiple connections simultaneously and apply consistent script templates. 

Yes. Sync change requests, change tasks, and approval workflows between ServiceNow and development platforms:

• Change request → Jira Epic: Approved changes create development epics automatically
• Change tasks → Jira Stories: Break down implementation into trackable work items
• Status sync: CAB approvals, implementation progress, and closure sync bidirectionally
• Time tracking: Aggregate development time from Jira stories back to ServiceNow

This creates end-to-end visibility from change initiation through deployment completion.

Yes. Use correlation fields to establish relationships between ServiceNow records and remote entities:

// Store Jira work item key in ServiceNow
entity.correlation_id = replica.key
entity.correlation_display = issueUrl

This creates clickable links in ServiceNow that navigate directly to the corresponding Jira work item, Salesforce case, or Azure DevOps item.

Exalate supports bidirectional ServiceNow integration with:

• Development: Jira, Azure DevOps (Cloud & Server), GitHub
• ITSM: Another ServiceNow instance, Freshservice, Zendesk
• CRM: Salesforce
• Support: Freshdesk, Zendesk
• Project Management: Asana

Custom connector development is available for Enterprise customers with proprietary systems.

View all supported connectors →

Setup time depends on complexity:

• Basic sync (standard fields, no transformations): 1-2 hours
• Custom mappings (field transformations, conditional logic): 4-8 hours
• Complex multi-instance deployments: 1-2 weeks with integration engineering support

Aida accelerates configuration by generating Groovy scripts from natural language. Test Run validates scripts before production deployment with no risk of affecting live data during testing.

Yes. Exalate is designed for scenarios where MSPs, vendors, or partners need to collaborate without sharing system credentials:

• MSP operations: Connect your ServiceNow to multiple client Jira or ServiceNow instances
• Vendor escalation: Route incidents to third-party support teams in their own ITSM
• Partner collaboration: Share project data without granting admin access

Each party controls its sync rules independently. Scripts define what data crosses organizational boundaries. It can be used in a similar way for advanced intra-company use cases. 

Yes. Sync CI records, relationships, and attributes from the ServiceNow CMDB to external platforms. Common use cases:

• Push CI data to Jira for the development context during incident triage
• Sync asset information to Salesforce for customer-facing support
• Replicate CMDB relationships to Azure DevOps for infrastructure-as-code workflows

Any data available via the ServiceNow REST API can be included in sync rules.

Yes. Exalate offers a 30-day free trial with full scripting functionality.

Request a trial → | Book a demo →