ServiceNow Integration Hub vs. Unito: A Deep Dive for IT Decision-Makers

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Published in Teamwork on 29/03/2024, last updated 25/04/2024.

ServiceNow Integration Hub is the primary solution for IT professionals seeking to connect the leading IT Service Management (ITSM) system with other apps and tools in their stack. But it’s far from the only option out there. So what sets platforms such as Unito apart in a crowded field of integration solutions, and how does it compare to the main offering of ServiceNow itself? This article will provide a clear, distilled view of Unito’s features and advantages as they stack up against ServiceNow Integration Hub.

Key takeaways

• No-code vs. low-code: Unito’s user-friendly integration platform enables anyone to set up a no-code, real-time 2-way sync with a far greater range of options for customization and supported fields. Meanwhile, ServiceNow Integration Hub offers pre-built spokes with a mix of no-code and low-code features that can be paired with other ServiceNow modules, such as Flow Designer.
• Single license vs. add-on fees: From a cost standpoint, Unito bills customers by usage through a single all-inclusive license fee. Known businesses have experienced significant savings to their operational costs and boosts to interdepartmental efficiency. Meanwhile, ServiceNow prices are custom-tailored to each organization, even for add-ons, and not always easy to predict.
• Consistency: Unito enhances cross-team collaboration through 2-way sync technology, enabling live updates across various platforms. Integration Hub simplifies the process of connecting ServiceNow with other tools and systems, but only through rigid, pre-built integrations.

In this article

• Overview: ServiceNow Integration Hub vs. Unito
• Key differences and benefits
• No-code vs. low code
• Time-to-value
• Data syncing and error prevention
• Purpose and capabilities
• When to choose Integration Hub over Unito
• When to choose Unito over Integration Hub
• Summary

Overview: ServiceNow Integration Hub vs. Unito

ServiceNow Integration Hub operates on the Now Platform®, enabling process owners and developers to build reusable “spokes” and integration “actions” that interact with external platforms from ServiceNow®. However, the complexity and potential limitations of Integration Hub may sometimes lead to a search for alternatives. Organizations often explore the capabilities of a service portal to enhance user self-service and streamline workflows.

Unito is an integration alternative that supports your use of ServiceNow (or Jira Service Management) for incident management and works in tandem with the ITSM giant. It offers enhanced flexibility with more customization and room for control than Integration Hub’s pre-built offerings. Since it’s a no-code platform, there’s nothing to maintain and non-developers can jump in to set up their own integration without technical assistance. Although, if you need it, Unito’s customer support team is renowned for their abilities and understanding of each customer’s use case.

Key Differences and Benefits

There are core, fundamental differences between ServiceNow Integration Hub and Unito, particularly depending on your needs and potential use cases. There will be situations in which Integration Hub is superior, and others where Unito is simply a smoother and more cost-effective option.

Depth of connectors

When it comes to enhancing IT service delivery and processes, ServiceNow Integration Hub’s packaged solutions support just over 200 connectors. While Unito supports 50 connectors with new releases each quarter, your organization should be sure the tools you need are in that catalog.

But when it comes to customization and depth of each integration, Unito has a huge advantage: full support for custom fields and a wide range of native fields in virtually every supported app and tool. Moreover, if a field you need isn’t supported, Unito is active in sourcing user feedback to make sure every use case can be met.

ServiceNow does have options for custom development to encourage rapid connections between ServiceNow workflows and diverse business systems. However, it’s not without limitations – users can only integrate using prebuilt spokes available in the ServiceNow Store, which still require developer resources.

On the other hand, Unito offers a fully featured platform that includes:

• A simpler approach to integration powered by live 2-way sync;
• No-code workflows, meaning anyone can set up an integration without developer resources;
• Unito’s key features include: two-way real-time sync, historical data transfer, and custom field configuration at no extra cost;
• Self-serve setup, faster rollout, industry-leading customer support, and enterprise-level security.

This makes Unito a great choice for businesses looking for a comprehensive and user-friendly integration solution.

No-code vs. low code

ServiceNow Integration Hub

Extending ServiceNow Integration Hub’s functionality with custom logic and advanced data transformations often necessitates scripting. This scripting involves:

• How to create custom integration actions, which are reusable components with specific inputs and outputs.
• JavaScript Proficiency: Fluency in JavaScript is essential for writing scripts that manipulate data, perform complex calculations, or interact with external systems via REST APIs or other methods.
• ServiceNow API Knowledge: In-depth understanding of ServiceNow’s internal APIs and data structures is crucial for accessing and updating ServiceNow records in a programmatic way.
• Troubleshooting and Debugging: The ability to troubleshoot issues within ServiceNow scripts, interpret error messages, and test the logic thoroughly is a critical skill.

Unito

Unito’s no-code platform offers two methods for connecting ServiceNow to another app or tool (such as Azure):

• The Unito flow builder offers a simple set of step-by-step instructions to connect ServiceNow, determine directional data syncing, set rules to filter out irrelevant incidents, and a field mapping table to establish relationships between incident details and fields in your other app.

• The workflow designer offers a graphical user interface to visualize the integration process, making software creation more accessible to non-technical users. This interface allows for the drag-and-drop of elements and logic construction, thus mitigating developer workloads and accelerating the development process.

Integration tools such as Unito are essentially designed with non-technical users in mind to democratize data syncing between interfaces. Any two tools that Unito supports can be connected quickly and allow team members to manage complex workflows.

Granular Rule-Building and Field Mapping

Unito takes customization to the next level, allowing users to:

• Build rules and define filters specific to their synchronization needs
• Automate mappings for common fields, ensuring accurate data transfer
• Tailor field mappings for unique use cases to maintain data integrity between systems

This level of customization ensures that Unito meets the specific needs of each user.

Moreover, Unito’s two-way synchronization supports most fields and provides a no-code interface, facilitating deep integrations between ServiceNow and a variety of other applications without requiring technical expertise.

Real-world success stories: How Unito streamlines workflows for enterprise businesses

When it comes to real-world applications, Unito has shown remarkable success in streamlining workflows for enterprise businesses. A major CRM provider achieved considerable cost savings by synchronizing employee tasks through Unito, reducing wasted work hours annually and saving close to one million dollars. Even a real estate property management firm leveraged Unito to integrate operations within a Trello Hub Board, allowing a small team to function at the pace of an organization x10 their size.

Time-to-value

Unito

A significant strength of Unito lies in its user-friendly setup, facilitating faster implementation and a quicker return on investment. Unito’s no-code interface and customization options result in a quicker implementation process compared to the more technical ServiceNow Integration Hub.

ServiceNow Integration Hub

Meanwhile, ServiceNow Integration Hub is better supported within the wider Now Platform ecosystem. This can be advantageous for organizations heavily invested in ServiceNow’s suite of products. Its pre-built connectors and focus on ServiceNow-specific workflows can streamline integrations within this environment. Additionally, users familiar with ServiceNow’s development tools can leverage them for intricate customizations and complex data transformations.

Data syncing and error prevention

Unito

Unito’s offering of real-time, two-way sync revolutionizes error prevention and data consistency maintenance. It minimizes data-related human error by automating updates and simplifying data sharing across departments. Automated data synchronization between ServiceNow and Azure DevOps offered by Unito minimizes manual work and errors.

Moreover, syncing tasks and issues across different platforms allows updates, comments, and changes to be reflected in real-time across connected tools, streamlining project progress and communication. The customization of data synchronization by filtering and syncing specific data like tags, assignees, and custom fields to meet their workflow needs.

ServiceNow Integration Hub

While not necessarily as user-friendly as Unito’s interface, Integration Hub does allow some customization with its scripting features and the ability to define workflows and data flows.

Integration Hub also aims to reduce manual data entry and streamline processes, which can significantly minimize errors. Its pre-built integrations provide a baseline for accuracy.

Purpose and capabilities

In terms of purpose and capabilities, ServiceNow provides a platform for various organizational operation and management solutions. On the other hand, Unito connects ServiceNow to other apps and tools in your stack and keeps them up-to-date in real-time with 2-way sync.

ServiceNow can also integrate with many more enterprise solutions, making it a central platform for big enterprises. It provides automation as a part of its broader service management solution. ServiceNow’s automation can help with:

• Analyzing and automating processes
• Automating approvals
• Automating audits
• Automating reporting
• Automating workflows

All of these features contribute to enterprise operational efficiency.

Syncing ServiceNow and Other Tools

Comprehensive data continuity is ensured with Unito’s ability to sync historical data to and from ServiceNow and other platforms, based on user-defined criteria. In one case, Unito proved its value by streamlining customer service processes for a major sports league’s social responsibility team.

Facilitating Multi-Team Collaboration

Unito fosters cross-team collaboration by:

• Allowing team members to stick to their preferred tools such as Wrike or Jira, thereby minimizing the need to switch between applications
• Enhancing incident tracking and management through its integration features
• Leading to greater visibility and transparency across collaborative teams

Synchronized project data provided by Unito ensures that teams using different platforms have updated and consistent access to project information on one platform, streamlining collaborative efforts.

When to Choose Integration Hub over Unito

While Unito excels at cross-platform workflows and ease of use, ServiceNow Integration Hub offers several advantages in specific scenarios. Here’s when it might be the stronger choice:

• Deep ServiceNow Investment: Organizations heavily invested in the ServiceNow ecosystem might benefit from Integration Hub’s tight integration with various ServiceNow modules. This can streamline workflows that primarily live within the ServiceNow environment.
• In-House Development Expertise: If you have a team of developers well-versed in ServiceNow APIs and JavaScript already, Integration Hub’s scripting capabilities unlock a high level of customization for intricate integrations. As long as you’re comfortable paying for the maintenance and total cost of ownership.
• Complex Data Transformations: Scenarios involving complex data manipulations or integrations needing multi-step logic might be better addressed with the scripting capabilities within Integration Hub.

Summary

In conclusion, both ServiceNow Integration Hub and Unito offer unique features and benefits that can enhance the efficiency and effectiveness of IT service delivery. While ServiceNow Integration Hub provides a platform for different organizational operation and management solutions, Unito bridges the gap between ServiceNow and other tools, offering enhanced flexibility and specific workflow advantages.

What are the main differences between ServiceNow Integration Hub and Unito?

The main differences between ServiceNow Integration Hub and Unito lie in their integration capabilities. ServiceNow offers pre-built spokes and packaged solutions, while Unito provides a fully featured platform with real-time 2-way sync technology and a no-code interface to simplify integration.

Nevertheless, the choice between the two largely depends on your specific needs and circumstances. Unito stands out with its no-code interface, real-time two-way sync, and the ability to connect ServiceNow with widely-used tools like GitHub, Jira, Trello, and Asana. But keep in mind that the ultimate goal is to improve your IT service delivery and processes – so choose the tool that aligns best with your requirements!