ITSM

Reap the Rewards of ITSM Tool Integrations

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SysAid

6 min read

ITSM Integrations

The use of integrations with IT service management (ITSM) tools is nothing new – with email integration, and the email channel, a big part of IT support operations (at least until IT self-service gains greater traction). Now, during the necessary firefighting of the COVID-19 crisis, we’ve seen more customers extend the power of SysAid via our integrations with other IT solutions (you can see these in the SysAid Marketplace).

Here’s a couple of examples:

SysAid Marketplace 1
Seamlessly integrate Jira issues with SysAid’s service records for streamlined collaboration

Provide a direct channel for communication and synchronization between SysAid admins and Jira handlers

If you’re not one of these customers, you might be thinking “Why? Weren’t they busy enough dealing with the extreme impact of the crisis on IT support operations?” Well, the short answer is that the use of these integrations is the ITSM tool equivalent of “the gift that keeps on giving.” Especially in the “new normal” where the focus on costs, the speed of execution, and the service experience will be higher than ever. Because the integration of SysAid with other applications and services is something that pays back by an order of magnitude. This is something that’s best explained via a journey through some of the key benefits of ITSM tool integrations.

Here @Doronywood looks at the benefits of #ITSM tool integrations in light of the 'new normal' where the focus on costs, the speed of execution, and the service experience will be higher than ever. #COVID19 Click To Tweet

The key benefits of ITSM tool integrations

The COVID-19 crisis is a difficult time for most organizations and their IT departments. There was much to do in both maintaining business operations and ensuring that the now-remote-working employees were able to maintain their productivity (and perhaps also their sanity). Hence, there was a need for better ways of working for both IT teams and the people they serve. Whether this was to improve the quality of service, to speed up operations, to save money, or all three.

Integrations help here. Especially as organizations adjust to the new normal. Benefiting ITSM operations and the end-user experience via capabilities such as:

  • The “local” availability of data from across different systems. Removing the need for “swivel chair operations” – where workers either need to access different systems. Or worse, they need to manually input the outputs of one system into another. This not only reduces effort and costs, but also helps to improve decision making (and with the identification of improvement opportunities).
  • Increased employee productivity for both IT staff and end users. This is achieved through various integration-related capabilities such as those described in the next few bullets. Importantly, this not only ups service desk admin productivity, but the knock-on effect is that end users lose less productivity due to swifter issue resolution and service provisioning.
  • Integrated workplaces and workflows that deliver better operations and outcomes. Service desk admins can do the work they need to do from within SysAid, without the need to access other applications or services. Whether this is the creation of new user accounts or the accessing and invocation of third-party capabilities. For example, the use of TeamViewer’s remote-control capabilities from within a SysAid ticket record.

TeamViewerTicket

  • Shortcutting admin time and costs. From, for example, the ability to create new users based on the details received from the Microsoft Active Directory Federation Services (ADFS) server to the use of single sign-on across systems.
  • Collaboration facilitation. Whether this is simply through the better flow and availability of information and work. Or the integration of collaboration tools like Skype for Business. Such integrations allow employees, and also third parties, to work together better on incident management, service request management, problem management, change management, and other ITSM needs.
  • Improved flexibility. If your organization’s needs change, then integrations offer a quick way to add additional capabilities to the core ITSM and IT management capabilities offered by SysAid. Or, if a current third-party tool integration isn’t delivering what’s needed, it’s quick and easy to replace it with something more suitable. Again, via an integration.
  • A greater return on investment (ROI) from your ITSM tool. Not only extending the capabilities available to service desk analysts but also encouraging greater use of the native functionality through supplementary capabilities.

Hopefully, the above list is food for thought and you might be already thinking of other ways in which integrations will help your ITSM and IT support activities and the value they deliver to your organization. 

To learn more about the integrations available within SysAid, visit our Marketplace.

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SysAid

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When SysAid started in 2002, one thing was clear – the old way of doing IT wasn’t working. So we decided to fix IT with Service Automation – powering a way smarter help desk that practically manages itself. Giving millions of global customers around the world faster, smoother IT service, while giving IT service teams a break from the grind and some time to actually do the work they love.

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