ServiceNow Integrations and Reporting – REST, SOAP, Import Sets, Dashboards

Learn ServiceNow integrations and reporting. Understand REST and SOAP APIs, Import Sets, MID Server, reporting types, dashboards, and Performance Analytics with practical hands-on examples

Integrations

REST and SOAP APIs

ServiceNow supports REST and SOAP web services for integration with external systems.

REST API

  1. Modern, lightweight
  2. Uses HTTP methods (GET, POST, PUT, DELETE)
  3. Commonly used for cloud integrations

SOAP API

  1. Older protocol using XML
  2. Still used in legacy systems
  3. Supports CRUD operations

Use Cases

  1. Integrating HR or IT systems
  2. Syncing incidents between tools
  3. Automating data updates

Import Sets

Import Sets allow bulk data import from external sources into ServiceNow tables.

Steps:

  1. Define data source (Excel, CSV, JDBC)
  2. Create staging table
  3. Transform data to target table
  4. Apply Transform Map

Use Case: Import employee list from external HR system.

MID Server Overview

MID Server enables secure communication between ServiceNow and on-premise systems for:

  1. Discovery
  2. Orchestration
  3. Import Sets
  4. Integration with firewalled networks

Key features:

  1. Installed on local server
  2. Uses ServiceNow credentials
  3. Supports secure data collection

Hands-On: Build a Simple REST Integration

  1. Navigate to System Web Services → Outbound → REST Message
  2. Create a new REST Message with endpoint URL
  3. Define HTTP method (GET, POST)
  4. Add authentication if required
  5. Test the integration using Test REST Message
  6. Retrieve and process response in ServiceNow table

Reporting and Dashboards

Reports and Report Types

ServiceNow provides various report types to analyze data.

Common report types:

  1. List reports
  2. Pie charts
  3. Bar charts
  4. Pivot tables
  5. Calendar reports
  6. Time series

Reports can be scheduled, shared, or embedded in dashboards.

Performance Analytics Basics

Performance Analytics tracks trends over time for key metrics.

Features:

  1. Indicators (measure metrics like SLA compliance)
  2. Scorecards
  3. Forecasting
  4. Trend analysis

Use Case:

  1. Monitor number of incidents resolved within SLA

Dashboards

Dashboards consolidate multiple reports for visual insights.

Components:

  1. Reports (widgets)
  2. Scorecards
  3. Filters for real-time data

Dashboards help:

  1. Managers monitor service performance
  2. IT teams track SLA compliance
  3. Executives view KPI metrics

Hands-On: Build ITSM Dashboards

  1. Navigate to Self-Service → Dashboards → Create New
  2. Add reports or indicators as widgets
  3. Configure layout and filters
  4. Save and share dashboard with users/groups
  5. Verify live data display

Completion Outcome

After completing this chapter, you will be able to:

  1. Integrate external systems using REST and SOAP APIs
  2. Use Import Sets to load bulk data
  3. Understand and configure MID Servers for secure integration
  4. Create reports and dashboards
  5. Apply Performance Analytics for trend analysis
  6. Build ITSM dashboards for monitoring KPIs