With my Incident and Problem Management focussed review completed, I am now turning my attention to my next review project: Integration tools that compliment ITSM.
Integration Tools complementing ITSM
One of the key elements of delivering quality service to an organisation is to ensure that teams have relevant information to hand, to assist in having a clear understanding of the situation.
But even the most inclusive IT Service Management Tools offer integration to complementary tools to make end-to-end management achievable.
Whether it be speeding up implementations by cleaning up the original data needed to set up the system in the first place, to incorporporating Systems Management data, we want to take a look at the supporting products that help us manage IT and business services end to end.
What are we looking for?
- Pre-Deployment Set-up – User data, location data, HR information (managers, budget centres)
- Integrations to Asset and Configuration information – A lot of the main ITSM vendors offer integration connectors to pull in the “meat” of the ITSM sandwich
- Event Management – Alerts are generated for anything and everything in a managed estate, but how is the wheat sorted from the chaff so that only the vital, service-affecting information gets through?
- Support Services – Remote Control, Communications Platforms during Major Incidents and Support Chats etc.
- Resource Management – Integration with Email/Schedules of support staff workload scheduling and management of projects within the ITSM tool
- Any other useful data that supports ITSM
Why do we care?
Whilst it would be lovely to think that there could be “one ring to rule them all”, the reality is that as comprehensive as ITSM suites are becoming, they are likely to be deployed into environments that will require an element however small of integration.
This may be something as simple as connecting to Active Directory to pull user data and related location and organisational information in, to taking an asset baseline, to start the journey into Change and Configuration Management.
All of these require some form of data integration – the easier the better.
But companies on the periphery of the suites are recognising that there is an area for innovation and providing enhancement to that service, for example reducing time to initially deploy, or being able to take over a machine as part of the problem determination actions in an incident record, and logging all that information in the record.
Think of it as the backing singers to the main act, or the instrumental solo – the supporting tools that help drive the overall efficiency of an IT Service Management solution for a business.
If you offer technology in this area and would like to participate in our next review please contact us.