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ITSM and external integrations: the invisible obstacles slowing down the IT team

Why automating ITSM integrations is the key to a more productive team

The integration between ITSM and external systems is essential, but managing it manually involves complexity, high costs, and maintenance challenges. This article explores the issues with traditional integrations and how automated solutions can optimize processes, reduce manual workload, and improve the quality of IT services.

TheITSM platforms (IT Service Management)are the core of IT operations for many companies, as they manageassets, configurations, and support processes. However, to function effectively, they cannot operate in isolation: they must exchange datawith a range of external business tools, such as monitoring platforms, ERP, CRM, security tools, or other external ticketing systems.  

The integration between ITSM and these systems is essential to ensuresmooth processes and efficient IT service management. However, when managed manually, these integration process demands a high expenditure of time and resources, as it requires handling every aspect of development, from security to maintenance. 

Let’s take a closer look at why manual integrationsintegrations increase operational complexity, reduce scalability, and make maintenance more difficult over time. 

The main issues with manual integrations 

  • Difficulty in integrating systems with different APIs and formats 
    Each system usesAPIs with different authentication methods, data structures, and protocols(e.g., REST vs. SOAP, JSON vs. XML), making their integration complex. When this process is managed manually, custom code mustbe written to convert and adapt dataso that it can be understood by both systems. 
    Moreover, if the integration needs to be bidirectional, any change made in one system must betranslated and synchronizedin the other. This requires the creation ofin the other. This requires the creation of, one for each system, with the two teams needing to coordinate to ensure the data is correctly sent and received. 
  • Maintenance and adaptation to external APIs 
    The APIs of integrated systems are periodically updated, changingdata formats, access methods, and security protocols. Each update may requiremanual intervention, and in some cases,rewriting parts of the codeto maintain compatibility. Without a flexible system, the IT team must constantly monitor changes to avoid service disruptions.
  • Error management 
    A well-designed integration should be able todetect, isolate, and report any issueswithout blocking the entire workflow. However, with a manual integration, errormanagement mechanisms must be designed, developed, and tested from scratch, with a high impact in terms of time and resources. Without the proper infrastructure, the risk is creating a fragile system that is difficult to maintain over time.
  • Security and access management 
    Integrations must ensuresecure access to data, managingauthentication, authorizations, and permissionsin a structured manner. However, security protocols (e.g., OAuth, SAML, OpenID Connect) are frequently updated, and vendors may change their authentication methods.Manually aligning the integration, with these changes requires constant monitoring, with the risk of vulnerabilities or malfunctions if updates are not applied promptly. 

Automation is the solution, but it must meet certain requirements 

To overcome these difficulties, the only way forward is toautomate integrations. AniPaaS (Integration Platform as a Service)enables thecentralized and scalable managementof connections between systems, eliminating much of the operational complexity.  

Adopting an iPaaS reduces the need for manual intervention becauseit automatically manages the communication between systems, error handling, and adaptation to API changes. This means that, instead of having to develop each new integration from scratch, you can take advantage ofpre-configured connectorsand tools that simplify the setup, ensuring greaterscalability and speed of implementation. 

However, to be truly effective, the choice of an iPaaS must consider several key aspects: 

  • Direct integration with the ITSM platform 
    An iPaaS is an additional platform compared to those already in use; therefore, it is crucial that it is natively integrated with ITSM andmanageable directly from its interface. This,simplifies the administration of systems, reduces the number of platforms to monitor, and ensures a smoother flow in managing integrations.
  • A vast library of native connectors 
    Each system usesdifferent APIs, protocols, and data structures, so the availability ofpre-configured connectorsis crucial. A large library reducesimplementation times, the risk of incompatibility, and the need for custom development. Additionally, a scalable platform should allow you togo beyond ITSM, supporting,Enterprise Service Management (ESM), and integrating with most business tools and other enterprise services. 
  • Direct integration with the ITSM platform 
    Integrations can encounter errors, such as service unavailability, incorrect data formats, or sudden changes in APIs. Anadvanced iPaaSdoes not limit itself to simple automatic retries but includes aself-healing toolset capable of predicting and managing critical scenarios.  
    In addition to detecting the problem, it can automatically adopt the most suitable solution, adjusting retries based on the service's criticality and activatingfallback flowsto ensure operational continuity. Furthermore, it offerssmart notificationsand resolution suggestions, reducing manual interventions.Advanced monitoringand predictive analytics help identify and prevent recurring errors, improving the overall stability of integrations.
  • Simple configuration 
    If configuring integrations requires advanced development skills or complex manual interventions, the advantage of automation is nullified. A good iPaaS should offeran intuitive interface and low-code/no-code tools, allowingeven non-technical users to create and modify workflowswithout having to write code. 

Our choice: Ivanti iPaaS for an integrated and automated ITSM 

AtWEGG , we have supported companies for years inmanaging IT services on ITSM systems, helping them tointegrate external systemsand develop automations to optimize workflows. Based on our experience, we have identifiedIvanti's iPaaSas the most effective solution for these reasons:  

  • It is based on Workato, a market-leading platform according to theGartner Magic Quadrant for iPaaS, with the advantage of already beingintegrated at the interface and management level in Ivanti Neurons for ITSM. This reducesthe number of platforms to manage, simplifying monitoring and administration of integrations. 
  • It offers a wide range of pre-defined connectors and recipes, which allow you to automate processes between different systems without the need for complex developments, also thanks to low-code/no-code configurations.  
  • It is scalable beyond ITSM, with recipes that integrateother business services tools, supporting fully connected IT and business management at the enterprise level. 
 

TheIvanti iPaaS in Ivanti iPaaSarepre-configured integration flows, i.e.,automation packages ready for use. Each of these definestriggers, actions, and data transformation logic. A concrete example concerns one of our clients who needed tointegrate Jira with Neurons for ITSMto synchronize tickets. Without Ivanti iPaaS and itspredefined recipes, they would have had to: 

  • Involve the development teamsfrom both systems to define technical requirements 
  • be written to convert and adapt datato ensure compatibility between platforms 
  • Run tests and coordinate activitiesto ensure proper data transfer 
 

This approach would have takenweeks or months of work, with high costs and a significant risk of errors during development. 

WithIvanti iPaaS, however, thepreconfigured Jira recipeallowed the integration to be completedin a few days, drastically reducing the time and resources needed for the project. In addition to simplifying the connection between systems,the package also includes automated error management and continuous monitoring, ensuring smart retries, fallback flows, and constant oversight of integrations. 

To see it in action, we recommend signing up for the webinar scheduled for February 19. 

Conclusion 

Today, technology iskey to eliminating inefficiencies and time-wastingAutomating ITSM integrations with technologies likeIvanti iPaaSmeans not onlyreducing manual workload, but also ensuringaccurate and always up-to-date data, crucial for making informed decisions and improving IT operations. 

Anmore productive IT teamcan finallyfocus on strategic activities, rather than dealing with technical issues and manual reconciliations. This results inhigher quality of services delivered, a more agile company, and IT becoming adriver of innovation and growth.  

Article by Yari Formaggio, DSE Manager 

LinkedIn Post 

How many hours does your IT team spend managing manual integrations with the ITSM platform?  

Every day, IT teams struggle with incompatible APIs, synchronization errors, and sudden updates that break workflows. The result? IT buried in repetitive tasks instead of focusing on innovation and business growth. 

We at @WEGG (mention) found the solution in intelligent ITSM integration automation. In my latest article, I explore how to eliminate the burden of manual integrations, reduce operational costs, and improve efficiency with iPaaS technologies.

This is a topic I’ve discussed with several clients, and now I’d love to hear your experience: Is your IT still stuck in manual processes? Maybe it’s time for a change! I invite you to read the article and let me know in the comments how your company is addressing these challenges.

#ITSM #Automation #iPaaS #Integrations #DigitalTransformation 

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