A New Way to Integrate: More Value, Less Time and Cost

Posted by on June 29, 2018


System integration. Just hearing these words makes many IT professionals wince. Traditionally, it means a long, potentially complex, unpredictable, and expensive slog. And unfortunately, integrations are not one and done because as systems are upgraded, integrations break and need to be fixed again and again.

Regardless how painful they are, integrations are foundational in the world of IT service management (ITSM). They typically follow one of several patterns:

  • Events —> Incidents: There are many solutions that monitor IT systems, networks, applications, and servers and when something happens, it can and should in many cases trigger an incident in the ITSM system.
  • Decision Support: Surfacing data of all sorts in your ITSM dashboards can be critical to running IT as a business.
  • Automation: There are a lot of use cases, such as provisioning, that can be initiated and managed from your service catalogue and ITSM system, but require automations being executed on external systems.
  • AI: There is huge potential to unleashing AI in the service desk, but it requires ITSM data is gathered, analyzed, and learned from in some cloud-based big data system, then actions could come back in the ITSM system to further automate workflows.

These integration patterns indicate that both data and events are flowing in and out of the ITSM system to a huge variety of other systems across on-premise, cloud, and SaaS platforms.

A traditional integration approach would look like this:

  1. Out-of-the-box (OOB) Integration: Check with both the ITSM vendor and the other system vendor if there is an out-of-the-box integration supported.
    1. If so, see how it is licensed, installed, and configured. Does it require custom coding or scripting?
    2. Implement, test, and release the integration with vendors and services partners.
    3. Repeat this process for each system and integration.
    4. Manually maintain these as systems and solutions are upgraded—added time and expense each upgrade.
  2. Custom Integration: OOB is not an option, so you are going to develop your own custom integration. This means whatever pain you experienced with the so-called OOB integration, it is magnified in all aspects of implementation, testing, release, and maintenance.

You guessed it, there is a better way!

Introducing the Cherwell Integration Service Powered by Jitterbit iPaaS

Cherwell is offering a unique integration service that is powered by Jitterbit’s market leading iPaaS solution. The even better news is that customers don’t need to really worry about purchasing or maintaining the iPaaS platform or the individual integrations.

Cherwell’s integration services team will engage directly with you on what your use cases are and what systems need to be integrated. They will design and implement the integration utilizing Jitterbit as the integration platform in most instances and deliver a turn-key integration as a service to your organization. Customers pay a nominal annual fee for the integration service, so when systems need upgrading, Cherwell and Jitterbit manage the updates to the associated agents and connectors to ensure uninterrupted integration service.

Jira, Workday, and Slack are common platforms, but Jitterbit literally supports thousands of systems and platforms.

See Cherwell in action — schedule a live, personalized demo.

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