Boomi and ServiceNow: Revolutionising business operations through AI-powered self-service

Boomi and ServiceNow have recently joined forces, promising a strong framework for improving automation and data integration across multiple industries. This partnership benefits from AI-powered capabilities, specifically in API management and intelligent automation, to improve business operations and customer experience. But how do these advances translate into practical benefits? What are the advantages of integrating Boomi with ServiceNow, and how can organisations harness these innovations?

In this article, we’ll explore the unique capabilities of ServiceNow and Boomi, provide a brief overview of their AI-driven integration, and illustrate how this partnership can be a major game changer for organisations. Also, we’ll examine a success story demonstrating this integration’s real-world applications.

What are Boomi and ServiceNow, and why join forces in this partnership?

Boomi and ServiceNow are leading cloud-based platforms designed to optimise business processes across multiple industries. ServiceNow focuses on creating fluid digital workflows that improve user experience and speed time to market, while Boomi specialises in integrating applications, data and people across an organisation. Together, they provide a secure and efficient way for businesses to operate in a hybrid environment.

But what makes this partnership so powerful? Let’s look at each platform’s specifics and complementary AI capabilities.

ServiceNow: A leader in Workflow Automation and AI-Driven solutions

ServiceNow is a cloud-based workflow automation platform known for its robust Software-as-a-Service (SaaS) capabilities that include IT Service Management (ITSM), IT Operations Management (ITOM), IT Business Management (ITBM) and more. The platform is designed to automate workflows, optimise processes and create a consistent digital experience for employees and customers. It supports digital workflows ranging from IT service delivery and human resources to customer service management.

ServiceNow’s AI capabilities are integrated throughout the platform to drive smarter workflows and decisions. Its AI-powered offerings include predictive intelligence through its Predictive AIOps, AI-driven skills intelligence, and AI-driven guidance thanks to the ServiceNow Impact tool. Above all, these AI capabilities help organisations automate repetitive tasks, predict problems before they occur, and deliver personalised user experiences. By using these AI tools, organisations can improve not only efficiency but also decision-making and customer satisfaction.

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Boomi: An AI-powered Integration platform

Boomi, a leader in Integration Platform as a Service (iPaaS), provides end-to-end integration solutions that connect applications, data and people across an organisation. The Boomi platform provides a low-code development environment that enables rapid development, deployment and management of integrations without extensive coding skills. Beyond integration, Boomi extends its offering to include API management, data governance and workflow automation.

What sets Boomi apart is its integration capabilities, which have also recently been improved by AI. The platform uses AI for data mapping, transformation and management, helping organisations achieve cleaner data sets and more accurate integrations. Thanks to its AI agents, Boomi’s AI engine also provides intelligent suggestions to optimise integration flows. These capabilities make Boomi a valuable tool for organisations looking to simplify their IT infrastructure while incorporating advanced data and API management capabilities.

ServiceNow and Boomi partner to optimise API Management

Recently, an announcement confirmed the partnership between Boomi and ServiceNow. Stating that integrating both platforms promises to combine their strengths in automation and AI-driven intelligence. This is especially important, to deliver a unified platform for digital transformation. ServiceNow will integrate Boomi’s next-generation API management capabilities into its automation engine. This, in turn, will provide complete visibility into a user’s API infrastructure and improved governance.

In addition, Boomi’s adoption of the Now Platform and ServiceNow’s AI-powered Total Process Service Management (TPSM) offering, will transform customer support and expand self-service capabilities.

The Boom-ServiceNow connectors enable frictionless data exchange between ServiceNow and other applications within an organisation’s ecosystem, allowing for real-time data movement, improved automation, and simplified management of complex workflows. This integration helps eliminate data silos, reduce manual intervention and enable better decision-making based on AI insights.

This collaboration will allow Boomi to optimise its Master Data Hub with more intuitive and user-friendly workflows, thus greatly improving data management and customer experience. 

Now that we’ve reflected on the promised benefits of this partnership, let’s take a broader view of the actual benefits that this integration is delivering right now:

• Integration capabilities

With Boomi’s, ServiceNow users can quickly connect to a variety of enterprise applications, including human capital management (HCM), enterprise resource planning (ERP), customer relationship management (CRM) and project portfolio management (PPM) systems.

• Integration benefits for key areas

For organisations using HCM applications such as Workday or SuccessFactors, Boomi provides easy integration with ServiceNow to improve onboarding processes such as provisioning laptops and managing access to identity systems such as Microsoft Active Directory. Similarly, integrating ServiceNow with ERP systems such as Oracle E-Business Suite or SAP ensures synchronisation of core back-office functions.

• Improved data quality and governance

Boomi’s Master Data Hub extends this integration by providing ServiceNow-certified data quality and governance. It keeps the ServiceNow Configuration Management Database (CMDB) consistent and accurate by providing real-time validation, cleansing and standardisation of data across connected applications. This capability is essential for supporting IT Service Management (ITSM) processes with reliable data.

• Regulatory compliance

This architecture also supports HIPAA-compliant data exchange and industry-specific regulatory standards such as HL7 data transformations and FedRAMP applications.

Boomi ServiceNow Connector: Key features, benefits and uses

To understand the practical benefits of this integration, let’s explore the specific features of the Boomi ServiceNow connector and how they work:

Boomi ServiceNow connector

The Boomi ServiceNow connector is designed to provide easy integration between ServiceNow and other applications, whether on-premises or in the cloud. This connector allows users to connect the platform to various SaaS-based applications, handle XML request/response setups over HTTPS connections, and automate the XML schema import process.

Key Features:

• Purpose: Facilitates easy data integration between ServiceNow and other applications, enabling automated data movement.

• Use: Connects directly to ServiceNow, enabling real-time interface browsing and integration with cloud or on-premises applications.

• Setup: Requires configuration of two main components – ServiceNow connection and operation.

• Prerequisites: A valid ServiceNow account and an Atom deployed in either a hosted environment or on a local machine.

While this connector is highly effective, the ServiceNow REST Connector provides additional flexibility and integration capabilities.

Boomi ServiceNow REST Connector

The ServiceNow REST Connector is an advanced integration tool that enables direct integration with ServiceNow to perform CRUD (Create, Retrieve, Update, Delete) operations and query records for various entities such as Incidents, Cases, Accounts, Customers and Products. This connector provides improved performance, selective management of data fields, and more flexibility in managing integration processes.

Key Features

• Purpose: Integrates ServiceNow with other IT service and operational event management applications.

• Use: Supports CRUD operations and queries to manipulate ServiceNow records.

• Benefits: Improved data extraction performance, selective field management, and flexibility in selecting field values (display value, actual value, or both).

• Setup: Includes configuring a ServiceNow REST connection and a ServiceNow REST operation.

• Prerequisites: Requires a ServiceNow account, an Atom (local or cloud), a ServiceNow API base URL, and OAuth 2.0 credentials for authentication.

Interested in learning more about Boom’s Connectors? Read our article: Boomi Salesforce integration by industry

Boomi and ServiceNow AI-powered Integration, benefits across industries

The AI-powered integration capabilities of Boomi and ServiceNow provide numerous benefits across multiple industries. Here are a few examples:

IT Service Management (ITSM)

Firstly, organisations that rely on ServiceNow for ITSM can use Boomi connectors to enable integration with other IT tools, such as monitoring systems, ticketing systems and asset management solutions. This integration improves incident response times, reduces manual effort and improves overall IT service delivery.

Customer service and support

By integrating Boomi and ServiceNow with CRM systems such as Salesforce or Microsoft Dynamics, they enable unified customer data management. This allows customer service teams to quickly access all relevant information, improving response times and customer satisfaction.

Human Resources Automation

Meanwhile, integrating ServiceNow with HR systems enables automated onboarding and offboarding, ensuring new hires have access to the resources they need while minimising the administrative burden on HR teams.

Financial Services

Financial institutions can use Boomi to integrate ServiceNow with core banking systems to automate risk management, compliance checks and customer account management processes, resulting in increased efficiency and reduced errors in critical operations.

A Success Story in Data Privacy Management

One notable example of Boomi and ServiceNow’s AI-powered integration is in the area of data privacy management. Slalom, a consulting firm, partnered with Boomi to integrate data systems for a major retailer to comply with the California Consumer Privacy Act (CCPA). Using the Boomi platform, they connected approximately forty data sources to a central privacy management portal, facilitating the efficient and timely processing of customer data requests. For systems requiring manual responses, they integrated with ServiceNow to efficiently manage service requests and increase customer confidence in privacy practices.

By combining Boomi’s integration capabilities with ServiceNow’s service management, organisations can easily scale their privacy efforts. Moreover, this integration strategy not only helps with regulatory compliance but also improves the organisation’s reputation as a responsible and secure brand.

Boomi partner: How Chakray can help you with your integration of Boomi and ServiceNow?

Chakray, a leading digital transformation consultancy, specialises in helping organisations effectively integrate Boomi and ServiceNow. Chakray provides end-to-end services, from strategy development and implementation to support and optimisation. By partnering with Chakray, organisations can ensure a smooth and successful integration of Boomi and ServiceNow, maximising the value of these platforms and advancing their digital transformation efforts.

In addition, our experts at Chakray can extend the capabilities of this integration by adding custom solutions to meet the specific needs of each organisation. Whether you need a specific integration solution that is not listed as a pre-built connector of the platform, we can help you implement it, regardless of the level of complexity required.

If you’re interested in learning more about our approach to integrating with Boomi, you can find out more using the link here.

Conclusion

The integration of Boomi and ServiceNow, powered by advanced AI capabilities, marks a significant leap forward in API management and automation solutions. By implementing AI, predictive analytics and enhanced automation, organisations can achieve higher efficiency, reduce operational silos and achieve meaningful growth in productivity and customer satisfaction. This partnership opens the door to a future of personalised business development based on reliable and efficient digital transformations.

If you are ready to transform your business operations and benefit from the powerful combination of Boomi and ServiceNow, you should consider the help of our expert team at Chakray. We can help you maximise the potential of these platforms to drive innovation and business growth. 

Contact us today and let us help you discover how to achieve business success with Boomi and ServiceNow!