Real-time Bidirectional ServiceNow Integration

Sync data between multiple ServiceNow instances or integrate it with platforms such as Jira, Azure DevOps, Salesforce, Zendesk, GitHub, and more.

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Switching Between Tools is Now a Thing of the Past

Connect multiple ITSM systems across different departments or companies. Maintain context with every sync. 

Don’t share credentials with other teams.

Choose what data to share with other teams and just sync it

Don’t copy-paste details between systems

Integrate your ServiceNow with your partner’s system and see everything in one place

Don't miss real-time status updates

Automate your ServiceNow sync and never miss a deadline

Don't spend on licensing costs

Stay in your favorite tool and sync the necessary data.

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Get the Most Out of Your Integration

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Sync in Real-Time

Two-way, real-time sync between platforms. Updates flow automatically. No manual exports, no delays.

Connect Any Number of Instances

Connect multiple projects, instances, and platforms. Use different rules for each connection.

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Know What Failed and Why

Get AI-powered recommendations for resolving the issue, including possible fixes and next steps.

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AI Assisted SetUp

Describe your integration goal. Aida reviews your sync rules and connector type, then suggests script changes

Only Sync What Matches

Set various conditions for automatic synchronization.

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Safe Test

Safely test your sync configurations before going live.

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Sync Visibility, Right Where You Work

Check the real-time status of your active syncs, spot failures, and trigger a manual push. All from a browser extension, without opening the Exalate console.

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Book a demo
Start for Free

Sync Any ServiceNow Entity With Other Platforms

Sync all ServiceNow entities available via REST APIs.
Simply look for the field names in ServiceNow tables, choose what you want to sync, and add it to your script. 

Common fields to sync

Incidents

All fields are supported, including:

  • Short description
  • Description
  • Assigned to
  • Assignment group
  • Priority
  • Urgency
  • State
  • Custom fields
  • Work notes

Problems

All fields are supported, including:

  • Problem statement
  • Description
  • Assigned to
  • Priority
  • Urgency
  • Impact
  • State

Change Requests

All fields are supported, including:

  • Short description
  • Description
  • Assigned to
  • State
  • Type
  • Impact
  • Risk
  • Requested by

For more infomartion, check our documentation

popular integrations with servicenow

Salesforce

Jira

Freshdesk

Freshservice

Azure DevOps

Common Use Cases Between ServiceNow and Other Systems

Sync ServiceNow with other platforms bidirectionally. Start with simple integration mappings, then go ahead to completely customize your ServiceNow integrations.

ServiceNow to ServiceNow Integration

Connect your MSP's ServiceNow instance with each client's instance and pass incidents, work notes, and state changes between them. Apply dedicated sync rules to every connection. Let clients control their environment while your team works on their side.

explore servicenow + servicenow
MSP Instance
Incident
Short Description
Description
State
Priority
Work Notes
Attachment
Client Instance
Incident
Short Description
Description
State
Priority
Work Notes
Attachment

ServiceNow to Jira Integration

Create a Jira epic or work item automatically once the CAB approves a change request. Sync implementation status and notes back to the change record as developers make progress. Give change managers an accurate view of every change without leaving ServiceNow.

explore jira + servicenow
Change Management
Change Request
Short Description
Description
State
Assigned To
Planned Start
Work Notes
Spaces
Epic
Summary
Description
Status
Assignee
Start Date
Comment

ServiceNow to Azure DevOps Integration

Raise incidents caused by application defects as Azure DevOps bugs, carrying over the short description, priority, and attachments. Let engineers work the bug from their board and sync every state change back to the incident. Keep the service desk informed on whether a fix is deployed.

explore servicenow + Azure Devops
Assignment Groups
Incident
Short Description
Description
Priority
State
Work Notes
Attachment
Projects
Bug
Title
Repro Steps
Priority
State
Discussion
Attachment

ServiceNow to Salesforce Integration

Turn Salesforce cases caused by infrastructure or platform problems into ServiceNow incidents for IT operations, with the customer context attached. Return resolution notes to the case once the work is done, while giving support reps a real answer for customers instead of a vague timeline.

explore servicenow + salesforce
IT Operations
Incident
Short Description
Description
Caller
Priority
State
Resolution Notes
Accounts
Case
Subject
Description
Contact
Priority
Status
Case Comment

ServiceNow to Zendesk Integration

Send qualifying incidents straight into your vendor's Zendesk as tickets, and sync their replies back to ServiceNow as work notes. Decide exactly which incident fields the vendor gets to see, while keeping both companies working in their own tools throughout the escalation.

explore servicenow + zendesk
Service Desk
Incident
Short Description
Description
Priority
State
Work Notes
Attachment
Vendor Instance
Ticket
Subject
Description
Priority
Status
Comment
Attachment

ServiceNow to GitHub Integration

Create GitHub issues in the affected repository from vulnerabilities and security incidents logged in ServiceNow. Mirror labels, assignees, and status back to the ServiceNow record as developers work in order to track remediation progress from your security queue.

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Security Operations
Security Incident
Short Description
Description
Category
Assigned To
State
Work Notes
Repositories
Issue
Title
Body
Labels
Assignees
State
Comment

ServiceNow to Freshservice Integration

Map Freshservice tickets to ServiceNow incidents or requests, keeping notes, attachments, and priorities in place. Migrate from Freshservice to ServiceNow without losing years of service history. Run both platforms in parallel during cutover and move agents over in phases instead of all at once.

explore ServiceNow + Freshservice
Assignment Groups
Incident
Short Description
Description
Priority
State
Work Notes
Attachment
Workspaces
Ticket
Subject
Description
Priority
Status
Note
Attachment

ServiceNow to Freshdesk Integration

Create ServiceNow incidents from Freshdesk tickets that only internal IT can resolve, like access errors or service outages. Let support agents track IT's progress from Freshdesk while IT works from its own queue with full customer context.

explore servicenow + freshdesk
IT Support
Incident
Short Description
Description
Caller
Category
State
Additional Comments
Groups
Ticket
Subject
Description
Requester
Type
Status
Reply

ServiceNow to Asana Integration

Sync selected ServiceNow change requests and incidents into Asana as tasks with dates and status updates. Show marketing, finance, and operations teams when IT activity will affect them so they can plan around changes and outages in time.

explore servicenow + asana
Change Management
Change Request
Short Description
Description
Planned Start
Planned End
State
Assigned To
Projects
Task
Name
Notes
Start Date
Due Date
Section
Assignee

We can now handle around 500 customer incidents per week, thanks to Exalate, which is a very good result regarding the number of products we’re dealing with. It synchronizes 45x faster than our previous solution.

read story
Christof Cuyper

“

We can now handle around 500 customer incidents per week, thanks to Exalate, which is a very good result regarding the number of products we’re dealing with. It synchronizes 45x faster than our previous solution.

Christof Cuyper |

Granular Control Over Synced Data

  • Have granular control on both integrating sides
  • Use simple code to handle complex data mappings and dependencies
  • Sync any data available via REST APIs
  • Add custom logic, advanced mappings and robust triggers for a full-proof sync

Completely Secure ServiceNow Integration

  • Exalate's cloud and distributed architecture keeps your data safe.
  • Your systems are loosely-coupled so you can easily scale your ServiceNow integration.
  • Stay protected with airtight security features and infrastructure backed by ISO 27001 certification.

How it Works

Easily connect multiple projects, instances, and platforms. With local, or external partners.

Set your sync rules to make sure the right data is shared.

Prompt Exalate’s AI to generate rules, or fine-tune with Groovy-based custom mappings and logic for complete control.

Set triggers to automate your sync based on specific conditions.

Now your connected instances will exchange information automatically. Happy syncing!

FAQ

Answers to the most frequent questions.
Didn't find what you were looking for? Ask Aida

A ServiceNow integration connects your ServiceNow instance with external platforms like Jira, Azure DevOps, Salesforce, Zendesk, GitHub, Freshservice, Freshdesk, Asana, or another ServiceNow instance to automatically sync incidents, change requests, problems, and other records. Organizations need integrations to eliminate manual data entry between ITSM and development tools, accelerate incident resolution, and maintain data consistency across departments and partner companies.

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:

CapabilityIntegration HubExalate
Bidirectional syncLimited (requires custom spokes)Full, real-time
Cross-company integrationComplex setup, shared credentialsBuilt-in, no credential sharing
Non-ServiceNow platformsRequires spoke developmentPre-built connectors for Jira, Azure DevOps, Salesforce, Zendesk, GitHub, Freshservice, Freshdesk, Asana
AI-assisted setupGenAI spoke generatorAida generates Groovy scripts from prompts
Operational controlServiceNow-centricIndependent control on both sides
Script versioningNoYes, with rollback capability

Exalate uses outcome-based pricing. You pay for active sync pairs that are the records currently synchronized, not user seats or API calls. Plans include custom item limits, priority support, data residency options, and sandbox environments.

View pricing details → 

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

Request a trial → | Book a demo →

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)
  • Authentication: Use ServiceNow username and password or authenticate with OAuth 2.0. 
  • 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, you can 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.