Best service integration tools for internal and external service management

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Service integration tools help you connect, automate, and manage different services, applications and external IT service providers.

Over my 15+ year career working in IT service integration and management I've come across many integration tools and platforms. Let's go through why you may need a service-focused solution and a shortlist of potential options.

Why use service integration tools

It's common for growing businesses to adopt service integration tools as the ecosystem of business services and 3rd party service providers expands. These tools enable the automation of workflows, reduce manual data entry errors, and enhance overall productivity by ensuring that different services work together efficiently.

Why you shouldn't just integrate service platforms directly

The fundamental problem with integrating something like ServiceNow and Jira is that these platforms are orchestration tools, not designed for direct integration. Each platform develops functionalities to fulfill customer needs, but integration is not their primary goal.

Why not just build bespoke point-to-point integrations

In two words... service interruptions. Service interruptions have significant commercial and reputational impacts. Effective integration solutions help minimize these risks, ensuring smoother operations and maintaining business continuity.

Benefits of service integration tools

By integrating disparate systems, companies can achieve a more cohesive technology ecosystem, leading to improved data consistency, faster decision-making, and a better customer experience. In today's digitalized landscape, service integration tools are key to maintaining competitive advantage and improving customer experience.

Some of the clear benefits of service integration software include:

• Efficiency: Automate workflows and reduces manual intervention, significantly speeding up processes across different applications.

• Reduced number of errors: Minimize the risk of human error in data entry and transfer, ensuring higher data accuracy and reliability.

• Smooth data flow: Facilitatesseamless data exchange between disparate systems, ensuring all parts of the business have access to timely and accurate information.

• Scalability: Enable businesses to easily add or modify integrations as they grow or their needs change, supporting scalability and flexibility.

• Cost savings: Reduce the need for custom integrations and lowers the overall IT maintenance costs by using standardized integration solutions.

ONEiO

ONEiO is a next-generation iPaaS solution that automates integration processes, offering a central hub for connecting disparate IT tools, teams and vendors, enabling end-to-end process flows and data exchange across an organization's entire IT ecosystem.

HQ:

Helsinki, Finland

ONEiO provides a cloud-based integration solution for businesses focused on managing and delivering digital services. Understanding the specific needs of these companies, ONEiO offers predictable subscription-based integrations, allowing businesses to budget and plan with greater accuracy without investing in integration technologies, resources, and development. This flexibility ensures that regardless of a company’s resources or expertise, ONEiO delivers a fitting solution and allows businesses to concentrate on their core offerings without the complexities of integration development and management.

Overall rating

Customer support rating

Capterra: 4.6
Capterra: 4.7

Pros:

  • Support for integrations with multiple parties and tools, with Out-of-the-box runtime intelligence.
  • Flexible and predictable subscription based pricing. Supports volume-based and fixed price integrations.
  • Domain experts in B2B and Ebonding, including pre-integrated vendors.

Cons:

  • Small partner network
  • API management capabilities
  • On-premise systems can be integrated using ONEiO. However, ONEiO cannot be deployed on premise.

Workato

Workato's iPaaS solution focuses on process automation and collaboration between IT and business through an intuitive, AI-assisted user experience.

HQ:

Mountain View, California

Workato offers a serverless integration platform emphasizing ease of use and democratized development. It accelerates business-IT collaboration with a user-friendly, AI-enhanced interface, encouraging adoption with in-product assistance and proactive customer engagement. The platform boasts a vast array of connectors, facilitating diverse integrations and automations. Despite a global presence, Workato's strategic emphasis on AI assistance and customer-centric innovations positions it as a formidable choice for organizations aiming to empower citizen developers and streamline business processes. Its approach to integration challenges not only simplifies the user experience but also promises to enhance operational efficiency and innovation across industries, making Workato an excellent choice for cloud-based business process automation and teams blending IT expertise with business insight.

Overall rating

Customer support rating

Capterra: 4.7
Capterra: 4.7

Pros:

  • Intuitive user experience with AI-driven process guidance.
  • Extensive library of connectors and templates.
  • Fine-grained access permissions.

Cons:

  • Pricing model can lead to cost escalations as new processes are added.
  • Absence of out-of-the-box support for EDI and B2B-specific features.
  • Reliance on Amazon AWS data centers.

Celigo

Celigo is an iPaaS vendor focusing on automating back-office processes with a strong emphasis on AI and ease of use.

HQ:

Redwood City, California

Celigo offers integrator.io, targeting upper-midmarket and small enterprises for back-office automation. It blends ease of use with AI innovations for efficient process automation and integration. Celigo emphasizes customer success through dedicated support and a roadmap prioritizing B2B integration, improved developer experience, and AI efficiency. Ideal for empowering non-technical users while addressing complex integration scenarios.

Overall rating

Customer support rating

Capterra: 4.2
Capterra: 4

Pros:

  • AI for categorizing and resolving runtime errors.
  • Large library of business-oriented templates.
  • Strategic focus on empowering citizen integrators.

Cons:

  • Limited enterprise features for large-scale operations.
  • Operational data cannot export to external tools.
  • Complex user interface.

Jitterbit

Jitterbit offers a versatile iPaaS focusing on APIs, EDI, and citizen development, with a model conducive to predictable costs.

HQ:

Alameda, California

Jitterbit Harmony iPaaS focuses on in API, EDI, and easing citizen development, backed by a predictive pricing model. It innovates based on customer feedback, though its service integrator ecosystem is not as extensive. Its roadmap aims to improve business automation and developer support, making it an attractive option for general iPaaS needs or EDI modernization.

Overall rating

Customer support rating

Capterra: 4.5
Capterra: 4.2

Pros:

  • Strong focus on EDI with significant templates.
  • Simple user interface
  • Customizable template marketplace for OEMs.

Cons:

  • Limited prebuilt connectors and templates.
  • Endpoint-based pricing model can be complex.
  • Lacks cloud support for connectors.

Mulesoft

Owned by Salesforce, Mulesoft leads in iPaaS with comprehensive integration, automation, and API management capabilities.

HQ:

San Francisco, California

Mulesoft offers the Anypoint Platform, integrating applications, automations, and APIs. It focuses on democratizing integration for teams and evolving into an automation fabric supported by AI. With strong partnerships, it's ideal for organizations seeking an API-led strategy.

Overall rating

Customer support rating

Capterra: 4.4
Capterra: 4.5

Pros:

  • API creation and integration capabilities.
  • Supports automation with a large template library and RPA access.
  • Wide capabilities in composite service integration.

Cons:

  • Pricing models can be complex.
  • Focused on Salesforce data ecosystem.
  • Has a ton of functionality but is not easy to use

SnapLogic

SnapLogic's iPaaS emphasizes data integration with a focus on AI-driven automation, offering a blend of application and API management.

HQ:

San Mateo, California

SnapLogic, the Intelligent Integration Platform (IIP), focuses on data integration, leveraging AI to boost automation and productivity. It supports diverse integration needs through a user-friendly interface and a modular approach. While innovative, its B2B capabilities are modest, making it suited for organizations prioritizing low-code process automation and data integration.

Overall rating

Customer support rating

Capterra: 4.5
Capterra: 4.3

Pros:

  • Easy to use integration wizard
  • Transparent pricing and multi-cloud marketplace presence.
  • One of the first generative AI solutions in SnapGPT

Cons:

  • Limited B2B integration features.
  • Limited access permissions

Informatica

Informatica excels in data integration within its comprehensive Intelligent Data Management Cloud (IDMC) platform.

HQ:

Redwood City, California

Informatica focuses on amplifying data integration capabilities as part of its IDMC, offering a wide range of services for robust data management and integration strategies. It prioritizes data-centric integration with extensive features for governance, quality, and transformation, making it suitable for organizations emphasizing a unified data management approach. Informatica's global footprint and strong partner network support its comprehensive services, despite perceptions of complexity.

Overall rating

Customer support rating

Capterra: 4.2
Capterra: 4

Pros:

  • Broad industry solutions and cloud infrastructure options.
  • Strong platform security and operational reliability.
  • Depth in data integration and management capabilities.

Cons:

  • Pricing based on compute power can be complex and costly.
  • UX focuses primarily on data, less on guided integration.
  • Complex user interface

TIBCO

TIBCO offers broad integration styles with a focus on data integration, though it has a less unified user experience.

HQ:

Santa Clara, California

TIBCO Cloud Integration includes a range of products for application, data, APIs, and automation. With a global presence and a focus on data integration, TIBCO is a fit for data-centric integration strategies and enterprises emphasizing developer self-service.

Overall rating

Customer support rating

Capterra: 4.6
Capterra: 4.3

Pros:

  • Flexible, volume-based pricing.
  • Diverse integration capabilities.
  • Supports a wide range of integration styles.

Cons:

  • Inconsistent user experience across products.
  • Some functionality is only self-hosted.
  • Less frequent feature updates.

SAP

SAP offers iPaaS functionality as part of its SAP Business Technology Platform, emphasizing integration within the SAP ecosystem.

HQ:

Walldorf, Germany

The SAP Integration Suite, part of the SAP Business Technology Platform, offers comprehensive integration capabilities. It focuses on SAP-centric ecosystems, aiming to unify business data and processes with a strong emphasis on AI. The suite's flexibility and extensive template library make it a robust option for businesses heavily invested in SAP products, offering a path towards digital transformation with a focus on modern application architecture.

Overall rating

Customer support rating

Capterra: 0
Capterra: 0

Pros:

  • Thousands of templates, primarily for SAP applications.
  • Global operational and support presence through SAP
  • Transparent pricing.

Cons:

  • Perceived primarily as an SAP-centric tool.
  • Business model leans heavily towards SAP applications.
  • Pricing not tailored to all market segments.

Webmethods

Software AG's Webmethods.io delivers iPaaS with a focus on democratized integration and a wide range of integration styles.

HQ:

Darmstadt, Germany

Webmethods.io by Software AG emphasizes business transformation through integration, offering a versatile platform that supports various integration styles. It's innovating with AI to enhance productivity and simplify the user experience. The commitment to a robust roadmap and customer-driven features makes it a compelling choice for B2B integration, citizen developers, and modernizing legacy systems. Software AG's focus on security and ease of use positions Webmethods.io as a strong contender in the iPaaS market.

Overall rating

Customer support rating

Capterra: 0
Capterra: 0

Pros:

  • Wide functional capabilities and platform versatility.
  • Large number of connectors and varied B2B offering.
  • Extensive testing and debugging tools.

Cons:

  • Lower customer satisfaction ratings.
  • Not suitable for more advanced integrations
  • Fewer hosting options than competitors.

Summary of how to select a service integration tool

When you're on the hunt for a service integration tool, keep your unique IT needs and setup at the forefront of your decision. You'll want a tool that not only grows with you but also flexes as your tech landscape evolves.

Ensure it plays nicely with the applications and services you already use to avoid any integration headaches. The user-friendliness and support offered can make or break your experience, affecting how quickly you can get up and running and handle any hiccups.

Security can't be an afterthought either; robust protections and compliance with data laws are non-negotiable to keep your data safe and your reputation intact. And while budgeting is crucial, remember to weigh the upfront cost against the efficiency and savings you'll net in the long run.

Reach out to hear more about the obvious first choice

At ONEiO, we excel in IT service integration, which is really the heart of orchestrating any company's operations. Our advantage lies in our deep domain expertise that goes beyond software functionality. We provide targeted solutions, not just general tools. When you're ready to see more, book a demo.

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Questions and Answers

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Janne Kärkkäinen

Janne Kärkkäinen is the CPO and Co-founder at ONEiO – a cloud-native integration service provider. He mostly writes about integration solutions and iPaaS trends from a technical perspective.

5 min read
April 29, 2024

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About ONEiO

ONEiO is a cloud-native integration service provider. We are driving the industrial revolution in the enterprise integration space by removing all traditional integration challenges by automating integration delivery and production and providing integrations as a cloud-based, enterprise-grade, secure and always-on service with an affordable pay-per-use pricing model.

If you are looking for ways to keep your tools and people up to speed, contact us for a free 15-minute assessment to see how we can help you reach better integration outcomes. With a 100% success guarantee!

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