Information Technology Service Management (ITSM) is defined as the set of processes or procedures aimed at providing the best practices to align IT services with current business needs. These strategies are designed to address and optimize incidents or problems that occur in the organization.
ITSM integration is connecting the ITSM software with 3rd party applications using Application Programming Interfaces (API). This connection is done in order to align and coordinate the Information Technology processes with other departments like HR etc. It syncs the operations and reflects the same whenever the data or an event is changed in either of them. Apart from data syncing, you can also implement end-to-end workflow automation that can seamlessly fulfill complex processes.
How Does ITSM Integration Works
The ITSM platform needs to be integrated with multiple applications for building a streamlined and robust IT service infrastructure. Some of the most popular ITSM integration use cases are as follows:-
Human Capital Management (HCM) Onboarding Integration
Connect the ITSM with your HCM Onboarding systems such as Workday or Oracle to synchronize the new employee asset allocation and system accessibility required across multiple systems in an organization. This way, the new employees are quickly provided with the designated hardware assets and software assets that are needed to start.
Customer Service Management (CSM) Integration
Connect ITSM with CSMs such as Oracle, Salesforce, Zoho to automate the process of creation, capturing and resolving of customer cases. This type of integration enables organizations to produce highly efficient case management strategies, which in turn increases transparency and reduces response times.
Incident Ticketing Integration
There are various third-party IT help desk software like Jira, SolarWinds and other effectively managed customer-initiated support tickets. These applications can be integrated with ITSM software both unidirectionally and bidirectionally to help the organizations to uniquely identify tickets, streamline resolutions and synchronise trigger notifications across multiple systems.
IT Asset Management (ITAM) Integration
Integrate ITSM to IT asset management software like Snow to efficiently coordinate ITSM requirements with asset management. This connection can benefit the organizations to get control over the IT inventory.
Why does ITSM require best practice frameworks?
ITSM is a defined set of processes, which allows the IT leaders to concentrate on their use of tools, projects and services that are subject to the specific business needs. For instance, if there is a need for employees working in the business to have reliable access to data, applications and communications, these can be covered under the Availability Management. Furthermore, ensuring those staff members have a quick and easy-to-engage process for reporting issues or faults in those areas of technology, would be managed by Incident Management and Service Request processes.
Non application of best practices, frameworks and strategies of ITSM, whenever required, leads to scalability and compatibility issues. Also, the major drawback is an indoctrinated approach in the organizations. This indicates that an organization’s ITSM strategy will not result in proper IT services and support if business goals are not specified.
How Infraon Helps to Implement the Powerful ITSM Integration for your Organization
Infroan ITSM is an integrated and collaborative platform to support your entire ITSM journey. There is no requirement for certified engineers to ensure the smooth deployment of the platform. You get easy access to automated workflows and unified service catalog capabilities as you get started. Our software includes an AI-based user-friendly dashboard and it has the rare distinction of being certified as ITIL V4 compatible for 13 processes by Pink Elephant. We enable your DevOps, IT and business teams to work in coordination and respond to incidents or other issues 24*7.
We have an experience of 15+ years and have supported 2K+ agents and 600K+ Clients. The key features of our ITSM software are end-to-end software asset management, smart incident management, AI-based chatbot, multi-language ITSM support and many more. So, what are you waiting for? Overcome all your IT management obstacles in one place – Infraon ITSM.
Infraon ITSM allows managing IT infrastructure and services to drive ROI and enhance customer satisfaction. For more information, get in touch with our experts and give your business a new competitive edge in the market.
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