Many IT and business leaders have taken it upon themselves to integrate these tools, often with little success and fragile results. This is because handmade, internally coded and API-driven integrations are not robust enough for modern business use.

Service Integration case study

“We run a service desk tool, which my team and I use to generate tickets every day. We probably log about 100 support calls a day, but only about 20 of those of are things we can fix ourselves. The other 80 go off to third parties who either just take over the whole ticket from us till resolution, or we act as a middleman, going back and forth between our customer and the supplier. Either way, a majority of tickets end up as multiple support calls across different suppliers and...