ServiceNow integration: is Service Bridge enough?
By
Greg Rudakov
·
2 minute read
ServiceNow is used by enterprises and managed service providers (MSPs) worldwide. Many organizations need to connect multiple ServiceNow instances—whether to sync tickets between enterprise IT teams and their MSP partners or to streamline internal workflows.
ServiceNow’s Service Bridge is designed to facilitate these connections, but does it fully solve the challenges of ITSM integration? Let’s explore how Service Bridge works, its limitations, and how Support Fusion offers a more flexible and cost-effective alternative.
How ServiceNow’s Service Bridge connects instances
Service Bridge is a native ServiceNow feature designed to link two ServiceNow instances, allowing organizations to share tickets, incidents, and other service data. This is especially useful for enterprises working with external MSPs or operating multiple ServiceNow environments internally.
Key benefits of Service Bridge:
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Native to ServiceNow – Built-in functionality ensures compatibility within the ServiceNow ecosystem.
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Secure data sharing – Provides a structured way to exchange service records between instances.
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Simplifies vendor collaboration – Reduces the need for manual ticket updates between enterprise IT and MSPs.
However, Service Bridge has notable limitations, particularly for organizations that need to integrate beyond ServiceNow or want a more flexible, cost-effective solution.
The limits of Service Bridge for ITSM integration
While Service Bridge is a step forward for ServiceNow-to-ServiceNow connections, it doesn’t fully address a few real-world ITSM challenges:
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Limited to ServiceNow instances – It doesn’t support cross-platform integrations with other ITSM tools like ConnectWise, Zendesk, or Jira.
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Complex setup – Requires ServiceNow expertise and configuration, making it less accessible for teams without deep technical resources.
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Additional licensing costs – Depending on usage, it may require expensive add-ons.
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Limited scalability – Works well within ServiceNow, but doesn’t extend to broader IT ecosystems.
For enterprises working with MSPs that use different ITSM platforms, Service Bridge alone won’t be enough. That’s where Support Fusion comes in.
Support Fusion vs. Service Bridge: Which is better for ITSM integration?
Unlike Service Bridge, Support Fusion is designed to connect not just two ServiceNow instances, but multiple ITSM platforms—with a no-code, drag-and-drop setup. Here’s how they compare:
| Feature | Service Bridge | Support Fusion |
|---|---|---|
| Connects two ServiceNow instances | ✅ Yes | ✅ Yes |
| Connects multiple ITSM platforms | ❌ No | ✅ Yes (e.g., ServiceNow, ConnectWise, Zendesk, Jira) |
| No-code setup | ❌ No (requires ServiceNow expertise) | ✅ Yes (drag-and-drop configuration) |
| Cost-effective | ❌ Can be expensive | ✅ Lower, predictable pricing |
| Faster implementation | ❌ Weeks/months | ✅ Days |
| Scales with your ITSM needs | ❌ Limited to ServiceNow | ✅ Works across different ITSM platforms |
Join the Support Fusion community
If your business relies on ITSM platforms beyond ServiceNow, or if you’re looking for a simpler, more scalable way to integrate ServiceNow instances, Support Fusion is built for you.
We’re actively working with IT teams and MSPs to refine our platform. Join our community to shape the future of seamless ITSM integration.