Starting point

How can you reduce the burden of handling incident tickets when multiple products across organizations are involved?

You need to offer bidirectional integration between incident management products for flexible onboarding of new customers.

  • Your specialists in the area of developing such an interface are involved in other projects
  • Costs of a complex integration are difficult to estimate
  • Standardizing integration is a challenge because every product has different requirements. (Rest, SOAP, XML-Files, etc.)

Solution approach

illustration of solution use case solution architecture optimize incident management

The solution is based on a flexible integration gateway. In less than an hour the installation is completed, and the various incident management products are connected via out-of-the-box plugins. The configuration uses existing best practices. Individual adaptation of incident fields can be parameterized via a graphical user interface.

Regardless of the technology and the file format that a product (endpoint) uses, the codeless concept allows the technical connection of a product to be completed within a few hours.

This concept means the further requirement to notify the service manager responsible of critical customer tickets at an early stage is no longer a challenge. Thanks to standardized integration, forwarding ticket information to SLACK or TEAMS can be completed in less than an hour.

slack mobile app on a smartphone with open channel
slack mobile app on a smartphone with open channel

This concept means the further requirement to notify the service manager responsible of critical customer tickets at an early stage is no longer a challenge. Thanks to standardized integration, forwarding ticket information to SLACK or TEAMS can be completed in less than an hour.

Benefits

  • The amount of work required to complete a technical integration becomes predictable

  • Modifications possible without programming

  • Maximum flexibility when onboarding additional customers

Portfolio Product

Methodology

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IT Integration out-of-the-box

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Success factor methodology

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Portfolio Product

logo 1gateway

IT Integration out-of-the-box

More

Methodology

Success factor methodology

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Contact

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