Exploring Service Exchange (legacy)

Release version: Washingtondc

Updated February 1, 2024

2 minutes to read

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Summary of Exploring Service Bridge (legacy)

Service Bridge facilitates integration between providers and customers' ServiceNow instances, enabling seamless service request fulfillment. This integration allows providers to create and publish product and service catalogs to share with their customers, receive requests, and fulfill them efficiently.

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Key Features

Create and Publish Catalogs: Providers can develop scoped remote catalogs with service specifications for customers.
Integration Capabilities: Establish connections between the provider's and customer's instances to streamline service request handling.
Data Synchronization: Utilize Instance Data Replication (IDR) to synchronize data for rapid request fulfillment.
Order Management: Efficiently manage and fulfill service requests from customer instances, particularly in Telecommunications, Media, and Technology sectors.
Remote Tasks: Providers can resolve multiple customer tasks, while customers can assign incidents to various providers.
Remote Choice Fields: Customers can access catalog items directly from the provider's instance.
Transform Framework: Integrate and transform remote task data between ServiceNow instances for enhanced functionality.

Key Outcomes

By leveraging Service Bridge, providers can enhance their service offerings, ensure efficient request handling, and maintain synchronized operations with their customers’ instances. This leads to improved customer satisfaction and streamlined service delivery processes.

Whether you're a provider or a customer, learn how with Service Exchange, you can establish an integration between your instances. This integration makes it easy for both of you to receive and fulfill service requests in your own instances.

Request apps on the Store

Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

Overview

As a provider, use Service Exchange for Providers to do the following actions:

Create and publish product and service catalogs that you can share with your customers.
Integrate your ServiceNow instance with the ServiceNow instance of your customers.
Receive and fulfill requests that are generated from the ServiceNow instance of your customers.

Benefits

Creating service product offerings for your customers to access easily: As a provider catalog developer, you can create a scoped remote catalog that contains the services that are associated with the product offerings for your customers.
Integrating a provider's instance with a customer's instance: By integrating your instance with your customer's instance, you can fulfill service requests that were generated from your customer's instance on your own instance.
Synchronizing data: You can synchronize the data between your instance and your customer's instance by using Instance Data Replication (IDR) for a quick request fulfillment.
Requesting fulfillment efficiently: You can synchronously receive and fulfill the service requests that were generated from your customer's instance on your own instance.

Features

Creating and publishing product offerings with specifications: Create and publish product offerings with the required product, service, and resource specifications to sell to your customers.
Establish Service Bridge integrations: Establish integrations between your instance and your customer's instance. Your customers can use the service catalog on their instance to submit service requests and you can receive and fulfill these requests on your instance.
Order Management and Service Exchange: Receive and fulfill product or service requests that were generated from the instances of your customers. Order Management for Telecommunications, Media, and Technology supports the verification, enrichment, decomposition, and fulfillment of these customer orders.

Service Exchange applications

The following diagram and table list the features of the Service Exchange, Service Exchange for Providers and the Service Exchange applications.

Infographic showing the features the Service Bridge application. For details, refer the Service Bridge applications table that follow — Figure 1. Now Service Exchange

Table 1. Service Exchange applications
Application	Features
Service Exchange for Providers	Author and publish service catalogs for your customers on their instance. Integrate your instance with your customer's instance. Receive and fulfill service requests on your instance from your customer's ServiceNow instance.
Service Exchange	Your customers can use your service catalog to submit service requests to you, the provider, from their instance. Your customers can monitor service requests from their instance.