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.
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.
However, Service Bridge has notable limitations, particularly for organizations that need to integrate beyond ServiceNow or want a more flexible, cost-effective solution.
While Service Bridge is a step forward for ServiceNow-to-ServiceNow connections, it doesn’t fully address a few real-world ITSM challenges:
For enterprises working with MSPs that use different ITSM platforms, Service Bridge alone won’t be enough. That’s where Support Fusion comes in.
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 |
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.