Better Customer Service After Leaving Web Services CDW, a retailer and managed service provider, used web services initially for their custom integrations and then in REST-based integrations from a vendor. In both situations, web services hindered scalability. CDW needed low-coding, real-time, truly automated integrations that help to ensure accurate data, a hands-off approach for CDW delivery staff, and high visibility for customers into their environments. The Problem Having been a platform-agnostic provider, CDW had a compilation of tickets and other data from multiple ITSM solutions that CDW needed to transfer for reporting and other purposes. But using web services, the ETL (extract, transform, load) method placed too much of a burden on the production instance of ServiceNow.

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