ServiceNow ITSM integration: 3x faster task completion speed and error elimination

Innowise has developed a comprehensive, automated solution to synchronize ServiceNow with other ITSM systems.

Customer

Industry

Manufacturing

Region

Europe

Client since

2023

Our client is a well-established entity in the manufacturing industry with an expansive network of facilities and operations distributed across different regions, each supported by specialized departments.

Detailed information about the client cannot be disclosed under the terms of NDA.

Challenge

Overcoming multi-platform hurdles with ITSM integration ServiceNow

Our client faced a significant operational hurdle due to multiple ticketing systems – Zendesk, ICD, and ServiceNow. This diversity of tools led to numerous issues related to handling service requests, incidents, changes and problems. One major challenge was the manual synchronization of activities across these platforms, leading to inefficiencies and delays. The client sought a solution to unify ITSM tasks, focusing on ServiceNow as the single point of contact. They expected from us a seamless, automated ITSM integration ServiceNow that would streamline their processes and improve operational efficiency.

Solution

Facilitating seamless collaboration and maximizing efficiency through ServiceNow integrations

At Innowise, we engineered an automated solution to seamlessly integrate ServiceNow with the client’s other ITSM systems. This strategy was crafted to specifically zero in on and alleviate the core issue of operational inefficiency, which stemmed from juggling multiple ticketing tools.

Integration module to the navigation menu

Our first step was to enhance the user experience within ServiceNow. We added an integration module to the ServiceNow navigation menu. This was a significant enhancement for new users, who often struggled to navigate the complex landscape of ITSM tools. By consolidating all necessary components into one easily accessible module, we significantly reduced the learning curve and improved operational efficiency.

Inbound/outbound transactions for incident and service request management

The cornerstone of our solution lies in the management of both inbound and outbound transactions. To achieve this, we employed a multifaceted approach.

Advanced web services implementation

We integrated advanced web services to act as the communication backbone between ServiceNow and other ITSM systems. These services were crucial in handling complex data exchange processes, ensuring information was transmitted swiftly and securely across platforms.

Import set tables and transform maps

Our team created import set tables and transform maps within ServiceNow. This configuration played a pivotal role in standardizing and automating the data import process. It allowed for the smooth translation and mapping of data from various formats and structures used in different ITSM systems into a unified format compatible with ServiceNow.

Real-time data synchronization

We established mechanisms for real-time data synchronization. This meant that any ticket created, updated, or resolved in any ITSM system was instantaneously reflected in ServiceNow. This real-time update feature was vital in maintaining operational continuity and ensuring all teams had access to the latest information.

Accuracy and promptness in data reflection

To address the previous challenges of delays and inaccuracies, we implemented a series of checks and balances. These ensured that all ITSM tasks were not only promptly submitted but also accurately reflected across all platforms.

Failed record processing

Our solution’s failed record processing mechanism is an essential feature designed to uphold the integrity and reliability of ITSM integration. This sophisticated system extends beyond mere error tracking; it embodies a proactive approach to managing and resolving data synchronization issues.

Error detection

At the outset, our system continuously monitors the data flow between ServiceNow and other ITSM systems. It is equipped with advanced detection algorithms to identify discrepancies, errors, or failures in real time. This immediate detection is crucial in minimizing the impact of any synchronization issue.

Detailed error logging and notification

Upon detecting a failed request, our system logs detailed information about the error. This includes the time of occurrence, the nature of the error, the affected data fields, and the source system. Simultaneously, it triggers an automated notification system that alerts the relevant IT personnel. This ensures that any issue is promptly addressed.

Automated retries with intelligence

Upon encountering a failed record, the system initially attempts to reprocess it automatically. This retry mechanism is intelligent; it assesses the nature of the error and adjusts the processing parameters accordingly. For instance, if a failure is due to a temporary network issue, the system will wait for a brief period before retrying.

Manual intervention and escalation procedures

In cases where automated retries fail, our system facilitates manual intervention. It provides comprehensive guidelines and tools for IT staff to investigate and resolve the issue. If the problem persists, it is escalated to higher-level technical teams, ensuring no issue remains unresolved.

Script include library

Our solution incorporates a Script Include Library that offers a robust collection of pre-written, reusable scripts to streamline various integration functions.

Extensive Script Collection

The library includes an extensive range of scripts, each tailored to specific integration tasks. These scripts cover a wide array of functions, from basic data manipulation to complex logic execution. This variety ensures that our solution can handle a diverse set of integration scenarios, accommodating the distinct needs of different ITSM systems.

Custom script development

In addition to the pre-existing scripts, our team developed custom scripts tailored to the client’s specific integration requirements. These scripts were designed to address specific challenges and workflows identified in the client’s ITSM processes. This ensured seamless integration between ServiceNow and other systems.

Functional data load and management

Our solution’s functional data load and management feature played a crucial role in the seamless integration of ServiceNow with other ITSM systems. This system was intricately designed to manage and uphold data integrity and accuracy across multiple platforms.

Key components

Efficient data loading: We implemented robust data loading mechanisms to handle large volumes of data.
Data transformation and normalization: The system included processes for aligning data formats and structures, ensuring compatibility and consistency across different ITSM systems.
Automated data synchronization: An automated synchronization feature ensured that data changes in one system were promptly updated in others, maintaining coherence and accuracy.
Data integrity checks: Regular checks were conducted to identify and rectify data discrepancies, maintaining data quality across the systems.
Data archiving and purging: Strategies for data lifecycle management, including archiving and purging, were implemented to optimize system performance and ensure compliance with data policies.

Technologies

ServiceNow

Client-side script API, Server-side script API, IntegrationHub, Flow Designer, Studio

Front-end

JavaScript, HTML, CSS, UI

Back-end

REST API, XML, JSON

AQA

ServiceNow Automated Test Framework (ATM)

Team

Integration Architect

ServiceNow Architect

ServiceNow Developers

ZenDesk Specialist*

Maximo Specialist*

* - SME (subject matter expert)

Results

Achieving faster ITSM tasks resolution and error reduction

With our ServiceNow implementation services, we integrated ServiceNow with other ITSM systems that significantly improved ITSM task management and information exchange, demonstrating both immediate and long-term benefits. The integration provided all staff members with better visibility of every operation and process. Additionally, teams were enabled to share information without lifting a finger.

Improved ITSM tasks resolution: automating incident transfers has reduced errors and delays, leading to faster resolution times and enhanced customer satisfaction.
Streamlined information flow: the integration enables real-time, automatic data exchange, making information readily available to relevant stakeholders. This has digitized workflows, improving the overall customer experience.
Scalability and versatility: The solution is scalable, accommodating various integration types, and is adaptable to future integration needs, providing broad applicability and long-term utility.

Project duration

February 2023 -June 2023

faster task completion speed

90%

fewer errors while data transferring

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