The Essential Guide to ITSM Integration: Strategies and Solutions

One of the most futuristic and breakthrough ways to IT service management, ITSM integration, is gaining popularity among visionary enterprises. Shortly, the technology aims to integrate all the IT processes into one platform and automate them using automation tools. The goal is to make the process of delivering IT services faster and more efficient.

The idea behind ITSM integration is that it will streamline complex IT processes by integrating them all into one platform. This way, it becomes easier for organisations to manage their IT environment as well as deliver services in a faster way. In this article, we’ll deep dive into the ITSM integration technology and share our knowledge as a software powerhouse.

 

What is ITSM?

Short for Information Technology Service Management, ITSM is a framework that enables an organisation to manage its IT services in order to improve the business. Shortly, it aims to redesign the IT process of an organisation as a service, rather than the old IT processes where IT teams had to deal with unnecessary information and interactions. 

When we think about an IT department, the first thing that comes to mind is hardware & software instalments, but in reality, IT processes are far more complex than widely assumed. So, ITSM can work like wonders, especially for bigger organisations where IT teams have more important tasks to complete. Let’s continue with the most common use cases for ITSM.

 

What are the Most Common ITSM Processes?

ITSM uses a set of key processes to manage and maintain IT services. There are many ITSM use cases that transform IT management from a service delivery procedure into a value creation process. Here are the most common ITSM processes:

 

Service Request Management Process 

One of the most common IT processes, service requests in general, can be managed via ITSM. Service request management deals with requests for new or changed IT services and how they are evaluated, approved and fulfilled by the provider.

 

Asset Management

The process of managing and controlling the lifecycle of an asset, asset management is a process that allows an organisation to know what they have, where they are and what condition they are in—it’s a big part of the IT workflow. With ITSM, it becomes more effective to identify the right tools and techniques for managing assets, which can help improve efficiency, effectiveness, and accuracy.

 

Configuration Management

Configuration management is a way to change, update and maintain the configuration of a software application or system. Configuration management can be done manually or through automation. Automation can be done either by using scripts or software programs called configuration management tools.

 

Incident & Problem Management

Incident management includes both problem management and incident handling. Problem management is typically used to identify problems before becoming incidents. Incident handling focuses on resolving incidents as they occur.

The key objective of incident management with ITSM is to minimise the time between detection of an incident and its resolution while minimising the impact on customer experience.

 

Change Management 

New service releases, new upgrades, and new software is always monotonous and time-consuming task for the IT department. ITSM enables organisations to create a more agile and flexible change management process, helping manage changes better and more efficiently.

 

ITSM Integration: The Key to Future

As you can see, ITSM takes the conventional IT approach to a whole new level, and it’s become the new norm for businesses that need more eased-up processes. But once again, times are changing, and there’s a new approach that levels up ITSM: ITSM integration.

Gartner’s report on enterprise automation technologies reveals that automation and ITSM create a massive impact on the workplace and customer experience.
ITSM Integration impact in enterprises
automation, hyperautomation, ITSM impact in enterprises (ImageSource:Gartner)

 

Automation is the new trend of freeing the workforce off of mundane tasks, and it’s paving its way to many industries quicker than expected. As automation is becoming more regular, it’s also transforming IT processes with integrations that link ITSM tools together, leaving workers as few routine tasks as possible. 

 

What is ITSM Integration?

ITSM integration can be defined as a process where ITSM applications and third-party applications are linked together, creating a seamless experience for the customer and increasing the efficiency of the company.

The main benefit of ITSM integration is that it centralises ITSM by integrating IT teams with other teams and processes while adding other IT applications into the process. This leads to uninterrupted process flows while eliminating risks like disturbances and interruptions. In short, ITSM integration is the most reasonable way to reach flawless process management.

 

The Benefits of ITSM Integration

In today’s world, integration is the key to success. With technologies like RPA and iPaaS, it’s becoming more and more essential for companies to streamline their processes, especially for the larger ones. And ITSM integrations are one of the most popular among all. 

There are many ITSM integration benefits that organisations can reap. For example, ITSM integrations;

  • Minimise human-related errors thanks to robotic process automation that leaves little to no room for mistakes.
  • Let employees perform value-added tasks by handling routine and monotonous tasks. For instance, integrating SolarWinds with ServiceDesk Plus can streamline event management with automated alert tracking.
  • Create seamless customer experiences by building an autonomous communication funnel backed by chatbots. 

 

ITSM Integrations at Your Fingertip: Meet Autom Mate 

Here at Autom Mate, we’re exploring everything about automation to make the technology available for everyone, and our enterprise application integration platform is a big part of our expertise. 

With easy-to-use action libraries, Autom Mate helps companies integrate ITSM applications with third-party apps and flows like ManageEngine ServiceDesk Plus, 4me, ServiceNow, Micro Focus, Jira, and more. It is able to integrate the most popular ITSM applications like ServiceDesk Plus, 4me, ServiceNow, Micro Focus, and Jira with enterprise applications and systems easily. Plus, thanks to Autom Mate’s ever-growing marketplace, you can discover more ITSM use cases and take advantage of ready-to-use ITSM integrations that are proven to work. Discover more on our automation technologies here, or offer a live demo to get a free trial.

How to Increase the capabilities of ServiceDesk Plus with 3rd party Integrations?

ME SDP Automation

The technology aims to integrate all the IT processes into one platform and automate them using automation tools. The goal is to make the process of delivering IT services faster and more efficient.

What is ServiceDesk Plus?

ServiceDesk Plus is a ITSM software. It provides excellent visibility and central control of IT issues to ensure that businesses suffer no downtime. Additionally, It helps central management of processes such as Incident and Request Management, Change Management, CMDB, Project Management, Service Catalog, SLA Management, which are processes of IT Service management.

 

Importance of Integrate ServiceDesk Plus with Other Applications

The lack of integration between a variety of departments, people and applications often leads to the slowing down of work processes, loss of information and gaps in communication. This can be very frustrating for everyone involved in your business.

Integration is a key aspect of any software application in this digital era and it’s important for better communication between different departments within an organization. It also helps streamline workflow processes, making it easier to share information across teams or even with external partners who may have expertise in another industry or region. There are many ITSM integration benefits that organisations can reap.

Below are the solutions you can reach by integrating the ServiceDesk Plus application with other 3rd party applications;

 

ServiceDesk Plus & SolarWinds Integration (Notification Service & CMDB)

ServiceDesk Plus and SolarWinds alert and CMDB  automation bot allow you to perform an effective event management by tracking your critical alerts on SolarWinds from the ServiceDesk Plus  ITSM application instance.       

  • The critical alerts detected by the SolarWinds application, your monitoring application, creates an event ticket in the ServiceDesk Plus application, which is your ITSM application.
  • Adds the actions and notes taken on ServiceDesk Plus into the relevant critical alert in SolarWinds.
  • When the warning on SolarWinds is resolved, it changes the status of the record on the ServiceDesk Plus application.
  • This Integration bot ensures that the servers and network devices are periodically transferred to the inventory of the ServiceDesk Plus application. In case of any change in the information of the transferred inventory, the same inventory is updated on the ServiceDesk Plus application.
 
Thanks to the notification service, you can notify an alert immediately when it has been triggered. You will know when there is an issue and get in touch with the right person right away, quickly resolving the situation.
 

ServiceDesk Plus & VMware Integration (Provisioning)

The VMware provisioning bot provides to create a new server and changes CPU, Memory or Disk resources of a server depending on a request that is selected from ServiceDesk Plus Service Catalog.

  • This bot creates a new server on VMware automatically after the request that opened on Servicedesk Plus Service Catalog is approved. This manual process, which has no added value for the System Administrator, is automated.
  • End users don’t have to wait for System Admin to create or change the server. This bot fulfills everything automatically, In this way, business processes will be more efficient and resolved faster.

Therefore, the service quality that serves to end user will increase significantly.

 

ServiceDesk Plus & WhatsApp Integration (Unified Collaboration)

WhatsApp is a communication tool that is preferred and used by everyone in every field today. For this reason, it is preferred as a communication channel in our business life apart from our daily life. Users tend to continue their habits mostly. This requirement creates the need for companies to offer Whatsapp as a communication tool to their employees and users.

The ready-to-use WhatsApp integration capabilities provided by Autom Mate allow WhatsApp integration with ServiceDesk Plus in minutes, and the development of necessary applications quickly and easily with no code / low code features for company-specific process requirements. With these features, users can use ITSM/ ESM application without changing their own habits, helping to create a more satisfied and loyal customer base. It enables companies to increase operational efficiency by automating processes.

With ServiceDesk Plus & WhatsApp Bot, end users can;

  • Create a request by accessing the Service Catalogue (IT or Business Services)
  • Create an incidents ticket, when a service is down,
  • Check the status of the ticket they have opened before.
  • Use WhatsApp as an intranet portal to learn the weather, exchange rates, lunch menu etc.
 
 
Autom Mate enables your ESM platform to become widespread within the organization!

 

ServiceDesk Plus & MS Teams Integration (Unified Collaboration)

Microsoft Teams is a communication tool that is preferred and used by everyone in every field today. For this reason, it is preferred as a communication channel in our business life apart from our daily life. Users tend to continue their habits mostly. This requirement creates the need for companies to offer MS Teams as a communication tool to their employees and users.

The ready-to-use MS Teams integration capabilities provided by Autom Mate allow MS Teams integration with ServiceDesk Plus in minutes, and the development of necessary applications quickly and easily with no code / low code features for company-specific process requirements. With these features, users can use ITSM/ ESM application without changing their own habits, helping to create a more satisfied and loyal customer base. It enables companies to increase operational efficiency by automating processes.

With ServiceDesk Plus & MS Teams Bot, end users can;

  • Create a request by accessing the Service Catalogue (IT or Business Services) via MS Teams
  • Create an incidents ticket, when a service is down,
  • Check the status of the ticket they have opened before.
  • Use MS Teams as an intranet portal to learn the weather, exchange rates, lunch menu etc.
     
     

ServiceDesk Plus & Jira Integration

SDLC, or software development lifecycle, is a software development process used to develop software products or plan changes to existing software. Thanks to this life cycle, the development of software becomes more planned because the planning of the product to be written, its detailed analysis, the designs on the background or the front side, the development of the product, the acceptance tests, the go-live processes are done in a plan, respectively, and together with the feedbacks. After the go-live, the support given to the product does not end and the product is constantly monitored with the maintenance step and the feedback of the end users is processed. Institutions follow the Jira application’s SDLC process while developing software products.

During the daily workload, the end user’s request opened in the ITSM software is not directed to Jira, causing problems such as not informing the end user about the actions taken by Jira, or delayed response to the end user. As a solution, transferring the requests opened to the ITSM software to Jira manually, transferring the actions taken by the software developers manually to the ITSM software and informing the user causes a serious workload and waste of time on the IT employees. It creates an inefficient work environment.

Thanks to the ServiceDesk Plus & Jira integration bot developed on the Autom Mate platform, the error records (incident) opened to the ServiceDesk Plus application open a bug-type issue report under the relevant project on Jira. Based on the actions taken in the Jira application, it updates the relevant record in the ServiceDesk Plus application and informs the end user about this update. In all these integrations, the images in the records are carried in attachment files.

  • Creates the records opened in ServiceDesk Plus application with the issue type specified under the relevant project on Jira.
  • Based on the actions taken in the Jira application, it updates the relevant record in the ServiceDesk Plus application and informs the end user about this update.
  • When the request is closed in Jira, the related fault record is automatically closed together with the related note.
 
 

ServiceDesk Plus & Active Directory Integration (User Onboarding / OffBoarding)

In corporate companies, dozens of demands occur during the day regarding new job start-ups or dismissals. During the recruitment process of personnel initiated from human resources, information technologies are requested to perform operations such as opening the user, entering information, defining rights and authorizations, and defining e-mail boxes and groups. In cases where these works are done manually, the IT specialist creates a user for each user, enters their information, defines their rights and authorizations, and creates an e-mail.

Performing the transactions manually causes definition errors to occur, and extra effort and time are required in cases where the number of requests is high. When the workload on the IT side is high, it can cause the demand to be met late or overlooked. On the other hand, failure to terminate the rights and authorities on time, especially during the dismissal processes, may cause security risks. Error-prone manual process processes and time and effort costs caused by repetition of the same work reduce efficiency and cause time and money losses. In addition, internal dissatisfaction may occur due to not fulfilling user recruitment or change requests in a timely manner.

Autom Mate Employee Onboarding service ensures that new user creation, update or closing requests coming from ITSM application are met by the software in a timely and error-free manner.

  • For newly recruited personnel, account definitions and authorizations can be made automatically by filling in the information in the defined form in the ServiceDesk Plus application.
  • Initiate, update and disconnect as many users as you want from IT systems within seconds in your user operations processes. Error-free, secure, and fast
  • Authorization of existing users can be automated when changing their title, surname, and location.
  • The Human Resources department can manage the recruitment processes without the need for the IT department.
 
Additionally, Integrating ServiceDesk Plus with an HR system will also prove helpful for your IT team to stay informed about new hires, promotions, terminations etc.

Click for more detail about other ManageEngine integrations.

ManageEngine IT Operations and Service Management

ManageEngine is preferred by many companies today, thanks to the advantages it offers. A maximum level of security is achieved with ManageEngine, which makes it possible to handle different types of transactions in a short time and in a practical way. Password management and network security are among the most significant benefits of ManageEngine, but are not limited to these.

Any business of any size can benefit from the flexible solutions ManageEngine offers. A large number of products are included in ManageEngine to facilitate users’ work. Bringing IT together, ManageEngine has a comprehensive and integrated approach.

What is ManageEngine?

ManageEngine aims to enable easy management of all types of IT operations, including servers, networks, security, mobile devices, Active Directory, desktop devices, service desk, and applications. Therefore, installing, configuring, and deploying ManageEngine applications are extremely convenient. In this respect, ManageEngine is user-friendly.

ManageEngine is also widely preferred because it provides the solutions needed by the IT department at affordable prices. The customer’s demands drive the efficiency to be obtained from ManageEngine. Hence, the size of the businesses of customers is not limited to the software license.

For more information about ManageEngine, visit the website: www.manageengine.com

ManageEngine Integration

ManageEngine ServiceDesk Plus

ManageEngine ServiceDeskPlus ends the mess of IT workers. Thanks to its excellent customer service, users get instant answers to all their questions. In addition, the central control of companies is advanced so that their IT activities are not disrupted. IT employees have been benefiting from the advantages of ManageEngine ServiceDesk Plus for many years.

The benefits that companies get with ManageEngine Service Desk Plus are as follows:

  • Codeless customizations
  • Powerful integrations with IT management apps
  • Deploy in the cloud or on-premises
  •  Intelligent automation
  • Comprehensive reporting capabilities

ManageEngine ServiceDesk Plus has 3 different payment plans.

The Standard plan is generally preferred at the start and covers:

  • Knowledge base
  • Self-Service portal
  • SLA management
  • Multi-site support
  • Help desk reports
  • Case management

The Professional plan also includes integrated IT asset management and it covers:

  • Software asset management
  • Asset inventory reports
  • IT asset discovery
  • Procurement and contract management
  • Help desk management

The Enterprise plan includes ITIL assets and projects, as well as a help desk, and is extremely comprehensive. Elements included in Enterprise are listed below.

  • IT project management
  • CMDB
  • Incident management
  • Change management
  • Service catalog
  • Asset management
  • Problem management
  • Release management

For more information check out website: ManageEngine ServiceDesk Plus Review | PCMag

ManageEngine SupportCenter Plus

ManageEngine SupportCenter Plus enables businesses to manage account and contact information, customer error reports, and service contracts with maximum efficiency. ManageEngine SupportCenter Plus is functional web-based customer support software preferred for its advanced customer experience.

ManageEngine SupportCenter Plus includes:

1. Tracking and Automation Request

Get ready to handle the tracking process smoothly! You can organize it as you wish and automate the request creation process.

2. Dashboards and Reports

Get detailed information about your help desk using real-time and intuitive Dashboards & Reports.

3. Multi-Channel Support

View and control all your preferred communication channels from a single point, including social media platforms, email, portal and phone.

4. Contracts

Easily manage multiple service contracts using support plans to invoice your customers without delay and provide timely service.

5. Business Units

Each unit within the company has its own service or product-specific configuration definition. In this way, they can work effectively an independent.

6. Database

Repetitive queries can cause a loss of productivity while working, but you can put an end to it with the database. Have the opportunity to build your knowledge base in a practical way and get the results you want the first time by accessing the solutions in a short time.

7. Billing and Time Tracking

Have the opportunity to follow all your customers in same place. You can examine the time entries in detail by using the filters.

8. Self Service Portal

Use the self-service portal by customizing it. In this way, your customers can send error reports and track them simultaneously. At the same time, it becomes possible to execute reports and search the database.

ManageEngine Integration

 

ManageEngine Desktop Central

ManageEngine Desktop Central enables technicians to manage desktops, laptops, tablets, servers, and smartphones from a central point. This efficient desktop and mobile management software greatly simplifies the work of businesses.

Routine tasks are easily automated with ManageEngine Desktop Central. These routine tasks include distributing software, managing software licenses, installing patches, managing IT assets, etc.

ManageEngine Desktop Central is supported by iOS, Windows, MAC, Android, and Linux operating systems.

ManageEngine Desktop Central includes:

  1. Mobile Device Management: Mobile devices with Windows, Android, or iOS operating systems can be managed from a central point. It can also be secured and configured.
  2. Package Distribution: EXE and MSI packages can be distributed centrally.
  3. Patch Management: The operating system and other third-party applications are protected against security threats, and their updates are automated.
  4. Asset Management: Manages software licenses, prohibited software, software usage, and IT assets.

ManageEngine OpManager

Monitor an entire network through a single interface with ManageEngine OpManager. Large enterprises, SMEs, and service providers can cost-effectively monitor & control their IT infrastructures and data centers with OpManager.

The establishment of a 24/7 monitoring system in a short time is a significant advantage. Other advantages of ManageEngine OpManager include intelligent alert engines, automated workflows, extensible templates, and configurable discovery rules.

ManageEngine OpManager features are listed below.

  • All devices in the network can be followed from a practical interface.
  • Monitors can become heterogeneous through brand-independent product support.
  • System status is informed with the feature of generating alarms at desired or instant periods without affecting users.
  • Topology can be obtained in a short time using the dynamic network mapping feature.
  • Workflow automates processes without employees having to do standard work.

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus provides effective tracking of IT demands within the businesses. In this way, it is ensured that the requests are resolved in a short time by being both controllable and visible. No interruption in business continuity is made possible by ManageEngine ServiceDesk. The central control system has numerous advantages in this regard. Mainly, these advantages are listed below.

  • IT demands are classified, analyzed, and resolved. Analyzing the root cause of the problem reduces the likelihood of recurrence.
  • All configuration items can be tracked and managed practically from a single center. The dependencies and relationships of the configuration items are mapped.
  • Auto-discovery makes it possible to both maintain and discover IT asset inventory.
  • Catalog creation with multi-stage approvals and customer service level agreements (SLA).
  • The effect of interruptions and changes can be analyzed with visuals.
  • Agent productivity increases, and downtime decreases. – End-user satisfaction increases significantly.

 

Click to browse ServiceDesk Plus integrations and learn how to increase the capabilities of ServiceDesk Plus with 3rd party integrations.
 

Enhance the Capabilities of ManageEngine Applications

Autom Mate provides integration capabilities between ManageEngine and third party applications. Enhance the capabilities of your ManageEngine application with other apps integrations like messaging notifications, administration and more…

ManageEngine is a product family that includes solutions such as ITSM, ITOM mobile, endpoint management that IT managers use to manage systems around the world. ManageEngine products can have integrations within themselves, as well as systems with hybrid IT infrastructures and different manufacturers.

The fact that IT managers use software and devices from different manufacturers creates integration needs among these manufacturers. In addition to the integration needs that will increase efficiency, offering different applications to end users creates usage difficulties. Because users do not want to leave their habits, they do not prefer the new applications presented to them. In addition, there are third party integration needs such as telephone, sms, mail to receive systemic warnings and notifications.

Autom Mate - ManageEngine Integration Market Place

Autom Mate – ManageEngine Integration Market Place

By integrating Autom Mate with ready-to-use ManageEngine integration bots, ManageEngine applications with widely used messaging applications such as WhatsApp, Teams, Slack, ITSM applications such as Jira, MicroFocus, ServiceNow, 4me, system and network monitoring tools such as SolarWinds, PRTG, and basic IT infrastructure applications such as Active Directory, VMware It provides a more effective, more user-friendly, accessible and professional IT management.

Autom Mate provides integration capabilities between ManageEngine and third party applications.

 

For more details, please read the details of each ManageEngine product integration;

ServiceDesk Plus Integrations

Desktop Central Integrations

OpManager Integrations