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How to build GREAT Service Desk integrations

Service Desks have been implementing and leveraging service integrations for a long time, but the landscape of how these integrations work and create meaningful value for businesses has changed a lot. However, some service desks are keeping up with the times and others are not. Because of this, service desks are now experiencing a broad mix of positive and negative impacts on the way they work, simply due to how their integrations are managed.

Great integrations are robust, centralized and cloud-based. They provide the service desk staff with an easy way of seeing how their work is moving around a wider ecosystem of teams and applications. Great integrations and platforms that are managed correctly offer ease and flexibility around processes, changes and improvements. As Service Desks mature, the ways they work and bring services in and out of play, and the integrations holding their various tools together, will flex around those changing needs.

Old fashioned, traditional and poorly setup of service desk integrations do the opposite for the Service Desk: they prevent agents from having adequate visibility over active tickets and service requests, while adding laborious and manual tasks to the maintenance of software and tools that hold back improvements and changes to the Service Desk.

The reason why integrations have become so crucial to the Service Desk is because the delivery of excellent service, now depends on how well our complex ecosystems of teams and software can work together. All the connections within these ecosystems can be managed manually, but we use automation and integration to significantly reduce the time and cost of that management process.

Placing these integrations in the cloud adds an essential layer of benefit. Cloud-based services provide great access, availability and visibility to the teams using them, and they also lower the risk of breakages, outages and data loss.

However, the greatest benefit is always the cost. Integrations in the modern IT environment need to be scalable and flexible, which is a very expensive thing to achieve within your own infrastructure. Allowing third parties and/or SaaS providers to manage and maintain the spaces, within which you host and manage your integrations, is one of the biggest cost savings you can make when trying to reduce the complexity of your services and software. 

How do business users benefit as well?

When you put the efficiency and the effectiveness of your Service Desk first, the end-users of your IT services feel the benefits of this very quickly. But, there are more direct and tangible benefits of modern and cloud-based integrations too.

More visibility and connectivity within your application ecosystem often means that service request tickets and data can flow more easily from service to service, providing great opportunities for users to have their solutions automated. Better visibility of information and data also reduces the risk of work being duplicated or delayed, which is one of the most common causes of end-user frustration.

Ease, simplicity and visibility are highly valuable qualities in a service, and they particularly impact the reputation and perceived value of your Service Desk. Because cloud-based integrations work to quickly reduce the friction and fragility of your services, they often can lead to the biggest impact on creating these kinds of qualities for your end-users.

Why invest in cloud integrations? 

The upfront investment of implementing cloud-based service management integrations is very low. If you utilise subscription-based integration services such as ONEiO, you can avoid setup costs altogether and only ever pay for what you use. This is a massively different set of circumstances to previous generations of integration solutions, particularly in enterprise and/or SIAM (Service Integration and Management) environments where third parties are brought into tailor-code and manage these integrations. Although many businesses still rely on these slow and expensive solutions, they are now out-dated and irrelevant.

This is a fantastic approach for Service Desks, as it enables you to iteratively move services one by one to the cloud. Traditionally this would be an expensive process, as each service would come with its own set of migration costs and project timelines, but because you are moving to a cloud-based, pay-for-what-use solution, there are no further costs.

This iterative and low-cost approach is great for Service Desk users too, as it means disruption to their services can be kept to a minimum and they can also feel the benefits of small and on-going improvements to their service. 

Read more: Incident management integration for multiple service desks 

Get in touch

If you would like to talk to one of our Service Integration experts about creating more value for your Service Desk users through modern and cloud-based integrations, get in touch today.

We will be happy to talk through your ideas and objectives and show you how ONEiO could save you time and money, whilst radically improving the way you manage to deliver great IT services to your business and customers.