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.

Tuuli Bell has a passion for all things technical from physics to ITSM. Combined with her practical approach to communication, she is both a customer-oriented, and goal-focused advisor. Tuuli is a solution consultant at @Cherwell and secretary and social media officer at @bcsSMSG. She regularly speaks (and tweets) at service management events. She is also a member of @PhysicsNews; and previously an active member the @PGS_IOP committee. Before starting her career in service management, Tuuli received a PhD at...

Service Flow has brought a concept of conversation to ITSM integrations.

Conversation is an overview of a single tickets lifecycle between all connected endpoints. This view helps the administrators to rapidly see how, when and by whom the ticket has been updated.

Usually when integration is built, it is mainly developed to relay messages. That means that mappings and translations can only be done with the information that the updated message includes at the time. With conversation attribute we at Service Flow...