The Customer is an IT company specializing in software development and IT services, with 10,000+ employees and a turnover exceeding $1 billion.
As the IT company provides outsourced Service Desk support, they offer integration of their clients’ ITSM solutions with their ServiceNow-based ITSM system so as to give clients more control over ticket tracking. Generally, the IT company’s clients decide on integration after some years of service. Yet, the IT company’s new client, a multinational enterprise focused on construction and engineering, with 17,000+ employees in 12 countries around the world, required such integration from the early days of partnership. This implied a staged involvement of their geographically distant offices into Service Desk support and at the same time a phased integration of their in-house ITSM solution with the IT company’s ServiceNow system.
As the multinational enterprise was new to outsourcing IT services, the IT company was looking for a team experienced in integrations of ITSM systems to assist their new client at the pre-integration and integration stages alike.
The biggest challenge associated with the project was to advise the multinational enterprise on the scope of the required tracking functionality for both incidents and requests. With the previous integration experience and a thorough analysis of the multinational enterprise’s business, ScienceSoft’s ITSM experts helped the IT company’s client to define and formalize their integration requirements. This included designing the workflows related to ticket lifecycles and defining data mapping rules that specify which messages to transmit and how. At this stage, ScienceSoft’s team provided the multinational enterprise with such deliverables as integration documentation and test cases.
Following this consulting part, our ITSM team got down to technical aspects. As a part of the previous project for the IT company, ScienceSoft came up with a custom ServiceNow-based integration application. Now this was configured and tested in line with the multinational enterprise’s requirements.
Due to the integration, the IT company’s client got to use their in-house ITSM system to directly access information about incident and request tickets outsourced for processing to the IT company. This allowed the multinational enterprise to gradually extend the tracked data flow, as their new offices were getting involved in the outsourced Service Desk support.
Technologies and Tools