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Multiple service desks and ITSM tools. Threat or opportunity?

Organisations, their suppliers and partners can often find themselves in situations where they are (intentionally and unintentionally) working across several service desk or service management tools. This is not immediately a bad thing. However, it can often be a ‘complex’ thing.

Complexity - despite its sometimes-good intentions - always leads to frustration, cost and waste. And, the routes back to simplicity can seem long and costly. In the case of managing work across several instances of service desk software, complexity manifests itself in confused communication, duplicated data and lost tickets. The result is significantly slowed down services and poor outcomes for service users.

You might however, find it surprising to learn that the solutions to these issues do not sit within the reduction or consolidation of tools. But instead, integration holds the quickest, most effective and agile set of answers to bringing the tools, people and processes closer together.

What are the benefits of Service Desk integrations?

Integrations don’t just connect up pieces of software. They solve big challenges around people working better together, enabling teams to specialise and improving the quality of information that is shared across the business.

When people and teams and given the ease of using the most suitable tools for their work, without the added frustration of having to work across multiple tools and processes, they perform better and feel more in control of their work. Modern service integration helps make this happen by enabling each person to retain the use of their preferred tools, creating seamless connections between them and the other people they work with, who are also using their own set of preferred tools.

Traditional integration may not always address this benefit, as it has often been too focussed on acting as a bridge between one tool and another. However, more modern integration practices put the person and their chosen way of working first, and the software packages themselves become secondary to that. It is a more holistic and business outcome focused way of bringing people and technology together!

What are the risks of ‘getting by’ without integration?

Disparate and disconnected technology left as is, will simply grow further apart. Service Desk and Support teams who are ‘told from above’ to work better together but not given the chance to invest into integrations will break down eventually. Communication quickly suffers, because every ticket or request requires too much manual work in order to gain the required shared knowledge to complete work.

The technology itself loses creditability, because conflicts grow between the teams from where each person wants to prioritise the use of their own preferred technology. This leads to the very familiar situation of blaming the tools for everything that goes wrong,  so that people can feel exempt from the on-going issues in their work.

And finally, the customer suffers most because the time it takes to meet their needs or resolve their problems gets longer and longer. As the collaboration and information sharing between service teams breaks down, the customers are tested more and more, in terms of what is acceptable service.

How do you explain the benefits to your Business and IT leaders?

All it comes down to the cost of delivering great customer experiences. Every business leader has a view on what a great customer experience looks like within the organisation. A good leader will be observant and aware enough of the existing strengths and weaknesses in the customer experiences you can create.

What they might not be aware of however, is the technical opportunities available to double down on strengths and plug gaps in the weaknesses.

This is where you bring integration into the conversation. By explaining and demonstrating where the sticking points are in the internal journey to fulfilling a customer outcome or interaction, you can help any leader (technical or not) understand how bottle necks in tools, processes and communication effect what happens to the end-customer.

When you can work together with the head of department of business functions to draw little red circles around specific points in the customer journey where things start to slow down. You then get the chance to attribute that back to under-performing or missing integrations.

Questions like:

‘If this team could communicate more effectively with that team… would that improve the customer experience?’


‘If it didn’t take as long to pass that information from this software to that software… would that make it easier to meet the customers needs?’

… are great methods of connecting with other business leaders at a level they will feel confident and comfortable with. And ultimately, lead you to selling in your integration improvements in an open and collaborative way.

Why use a cloud-based integration solution?

This is simple. Using both software packages which are based in the cloud, and then integrations solutions which are also based in the cloud reduces you costs significantly. Not just in terms of implementation and hosting, but also for when it comes to making changes, improvements or pivots.

Relying on third party infrastructure, provides you with the flexibility of just instructing a change and the agility to move on the benefits different options and configurations can create quickly and easily. Service Desk tools benefit from this in particular in times of fast-changing business needs. If departments and teams around the business are changing a lot, requiring an unpredictable ebb-and-flow of support needs, being able flip and share work around a variety of service desk teams and tools is a great way of staying ahead of the businesses ever changing needs.

Having 100% cloud-based software and integrations is the fastest and most reliable approach to keeping on top of changes in the business, particularly if you have selected a highly flexible and easy to manage in the integration automation platform

What’s next?

If you would like to learn more about how modern integration hubs could unlock the flexibility, agility and cost reduction your business needs to deliver better customer experiences, get in touch!

Here at ONEiO, we have an expert team of integration specialists, who would be glad to speak with you about your integration challenges, goals and experiences. Our unique ONEiO, Integration Automation Platform also offers a huge number of pre-build Service Desk integrations, which you can start using in less than a day, including ServiceNow, BMC Remedy, TOPDesk, Ivanti, Efecte ESM, Zendesk and Jira and many more.