How ITSM Integration Helps Maximize Value

Implementing an ITSM integration is crucial for successful digital transformation. Typically, organizations rely on a number of solutions to support ITSM, and a 360-degree alignment of all IT processes, tech stacks, and systems.

By introducing an ITSM integration solution, organizations have a reliable means to transfer data and information between such ITSM systems, empowering employees through data democratization and self-service, and ensuring smooth operations and consistent service delivery.

Three Ways ITSM Integration Can Help Maximize Value

1. Save Time and Resources

An automated ITSM integration solution reduces an organization’s reliance on internal resources. Data-driven organizations need a reliable means of distributing data and information to the systems and teams that require them. 

However, if IT resources and employees are burdened with manually transferring data, or working with integrations that require significant human intervention, the organization loses out on the value-add from more proactive tasks.

With an automated ITSM integration solution delivered as a managed service, organizations are even better positioned to maximize value across the enterprise. With integrations-as-a-service, organizations can offload the burden of implementation – and even maintenance – to external integration experts. 

• See also: Five Tools to Integrate with Your Service Desk

2. Prevent Errors, and Improve Efficiency and Accuracy

Lacking an automated integration solution increases the likelihood of human error when moving data around the enterprise.

Not only do such human errors incur a data/technical debt that requires internal resources to pay down (fix), errors – or outright failure – in data transfer negatively impacts an organization’s operations. 

• See also: Technical, Data Debt and Integrations

With business-critical solutions like ServiceNow and other ITSM tools, the impact of such errors spans across the organization, affecting service standards and employee morale.

3. Democratize Data

By integrating an ITSM solution with an external database, organizations can enhance self-service and data democratization throughout the enterprise.

While ITSM solutions like ServiceNow generate a considerable amount of useful data, the data is siloed from the wider enterprise and putting it to use can be difficult. By integrating ITSM solutions with external databases, organizations have a much more flexible means to work with ITSM data. 

Via the external database, integrations can be used to automatically feed data from ServiceNow, directly into complementary solutions including:

• Analytics and Reporting
• Artificial Intelligence
• Business Intelligence
• Machine Learning

This sort of integration helps get data to the right people, at the right time. ITSM data can be merged with data from other sources for a more comprehensive view of the enterprise.

Metrics such as time-to-resolution can also be analyzed or used by business intelligence solutions to improve operations, adding value by improving standards of service.

ITSM Integration for ServiceNow Users

ServiceNow is one of the most popular ITSM solutions on the market, making it a popular target for ITSM integrations. 

Perspectium delivers performance impact-free ServiceNow integrations via an integrations-as-a-service (IaaS) model, handling implementation, maintenance and 24/7,  365 support services for all integrations. 

What Makes Perspectium Different?

Performance Impact-Free Integrations

Unlike many integration providers, Perspectium integrations do not rely on API calls/web-services to facilitate data transfers. Since API and web-services use the same communication channels as ServiceNow’s, users’ ServiceNow instances suffer significant performance degradation when dealing with high data volumes. 

To avoid this, Perspectium instead uses “Push” technology and the cloud to extract and replicate ServiceNow data to a queue in the Perspectium Message Broker System (MBS). By avoiding API calls and web-services, Perspectium integrations can achieve massive throughput without impacting performance. 

Real Time Data Exchange and Scalability

Perspectium’s capacity for massive throughput means Perspectium users regularly move tens of millions of records every day, without impacting performance. This makes Perspectium integration applications and services highly scalable. 

It also provides Perspectium users with greater flexibility and control over when data transfers take place. 

When integrations impact instance performance, organizations are often forced to attempt high volume data exchanges outside of operational hours, such as over the weekend. However, in many cases, performance degradation can be so severe that the exchange isn’t complete when operational hours resume. 

At best, this means the organization cannot benefit from real-time insight. In the worst-case scenario, exchanges can time out and fail outright, risking data loss and putting the organization’s operations and levels of service in jeopardy.

Confidence in Security

Perspectium integrations benefit from a number of encryption options that secure data both at-rest and in-transit. 

• See also: ServiceNow Security and Integrations

Perspectium’s “Push” approach to integrations also provides significant advantages to security. 

With the “Push” approach, the system sending out the data is in control of what is sent out and where it goes. At the target system, no credentials are required to complete the transfer, so organizations can limit the scope for unsecure practices like sharing credentials.

Protect Against Data Loss

The cloud-enabled queue and MBS also helps safeguard against data loss in case of a system outage. With Perspectium integrations, an outage at the target system simply means data waits, encrypted and secure in the queue, before resuming the transfer when the target system is back online.

Rapid Implementation

Despite the complexity of implementing integrations, Perspectium’s expertise and familiarity within ServiceNow means integrations can be set up quickly. The average Perspectium customer is up and running with their first integration within 30 days. 

After the first integration, subsequent integrations can be deployed even faster, making the time-to-value with Perspectium integrations a huge up side for users. 

Integrations-as-a-Service

The IaaS model sets Perspectium apart from many other as-a-service vendors for ITSM integration, who only provide integration platforms as-a-service (iPaaS). 

IaaS frees up organizations internal resources to work on value-adding initiatives. With iPaaS vendors, the customer organization has to rely on internal resources to implement, manage and maintain the integration.

Trusted Partner of and Service Provider to ServiceNow
Perspectium is also a trusted partner of, and service provider to ServiceNow with a long history of supporting the platform. Created by the founding developer of ServiceNow, David Loo, Perspectium’s expertise in ServiceNow and ServiceNow integrations is baked into the technology and service delivery.

It speaks volumes that ServiceNow themselves rely on Perspectium’s expertise to power their own integrations. 

ServiceNow uses Perspectium to replicate data from 10 production instances of ServiceNow into 4 SAP/HANA databases for analysis by Sales, Marketing, Finance, and other departments.

The integrations enable transactional data transfers to feed 200+ dashboards and five predictive solutions in the big data environment.

The throughput required is massive. Production data alone accounts for about 20 million transfers per day – from more than 600 individual database tables – resulting in well over 2 billion records since project inception. 

Despite the requirements for throughput, Perspectium’s ITSM integrations deliver data to the right people, at the right time, without impacting ServiceNow’s performance. 

Want to learn more about Perspectium integrations-as-a-service? Talk to us.