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How to integrate ITSM Software by Service-Flow

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Service-Flow's presentation about how to integrate ITSM tools with Service-Flow. Learn what's the difference between traditional integrations and Service-Flow ITSM Integration service.

Service-Flow's presentation about how to integrate ITSM tools with Service-Flow. Learn what's the difference between traditional integrations and Service-Flow ITSM Integration service.

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Transcript

  • 1. How to Integrate ITSM Software Kai Virkki, Chief Architect 2014 © Service-Flow Corp.
  • 2. Agenda     ITSM integration challenges Different ways to integrate Service-Flow Lessons learned
  • 3. Integration challenges: process  Processes – Probably different at both ends – How to connect at the interface? – There might be more than 2 parties  Customer and n vendors is typical
  • 4. Simple example process Customer End user creates new ticket Create new ticket Transfer to support group: Vendor 1 Update ticket information: Status Update ticket information: Worklog Update ticket info: Status: Solved ?? ?? ?? ?? Update ticket information: Status: Assigned Create new ticket End Vendor Assign ticket Handle ticket Resolve ticket: Status: Resolved End
  • 5. Integration challenges: technology  ITSM data: – – – –    How to transfer? How to route? How to map? How to transform? What tools to use? ITSM software integration interfaces not very well documented or standardized How to connect ITSM software that is usually located inside corporate network, protected by firewalls etc?
  • 6. Different integration styles  Point-to-point  Hub-and-spoke
  • 7. Different integration technologies SOAP FTP Database REST {JSON}
  • 8. Let’s go through the most common ones…  Email  File Transfer (FTP)  Web services
  • 9. Email Integration Customer ITSM Software Vendor ITSM Software Customer’s Mail server Vendor’s Mail server
  • 10. email INCIDENT ID: INC-1234 Subject: Printer broken Description: My local printer Category: 12 Status: Untouched Customer: jorma@ankkalinna.fi Creation Time:… …
  • 11. email INCIDENT ID: INC-1234 Subject: Printer broken Description: My local printer Category: 12 Status: Untouched Customer: jorma@ankkalinna.fi Creation Time:… … Many ITSM systems can transform tickets to mail out-ofthe-box From: servicedesk@example.com To: support@vendor.com Subject: [Ticket #INC-1234] Printer broken Body: ”Customer: jorma@ankkalinna.fi Description: My local printer”
  • 12. email TICKET ID: TN-987 Title: Printer broken Customer: Example.com Worklog: ”Customer: jorma@ankkalinna.fi Description: My local printer” … INCIDENT ID: INC-1234 Subject: Printer broken Description: My local printer Category: 12 Status: Untouched Customer: jorma@ankkalinna.fi Creation Time:… … Many ITSM systems can transform tickets to mail out-ofthe-box From: servicedesk@example.com To: support@vendor.com Subject: [Ticket #INC-1234] Printer broken Body: ”Customer: jorma@ankkalinna.fi Description: My local printer” Many ITSM systems can create tickets from mail out-ofthe-box
  • 13. File Transfer (FTP) Customer ITSM Software Vendor ITSM Software Vendor’s FTP server
  • 14. FTP TICKET ID: Title: Description: Customer: State: Category 1: Category 2: … INCIDENT ID: INC-1234 Subject: Printer broken Description: My local printer Category: 12 Status: Untouched Customer: jorma@ankkalinna.fi Creation Time:… … 1. Generate some text presentation of the Incident 2. Write (XML) file to FTP server <incident> <ID> INC-1234 </ID> <Subject> Printer broken </Subject> <Description> My local printer <Description> <Category>12</Category> <Status>Untouched</Status> <Customer>jorma@ankkalinna.fi</Customer> .. </incident> 1. 2. 3. TN-987 Printer broken My local printer jorma New AMS Services … Read (XML) file from FTP server Transform customer format to vendor format Translate data
  • 15. Web services Customer ITSM Software API API Vendor ITSM Software
  • 16. Web services   ITSM vendor proprietary web services APIs Most reasonably modern software offer some form of an API – For inserting, updating and querying tickets
  • 17. P2P Web services 1.1: Send ticket data to insert 1.2: Reply with ID (success) Customer ITSM Software API n.1: Send ticket data to update n.2: Reply with success API Vendor ITSM Software
  • 18. Can things be this easy?
  • 19. email INCIDENT ID: INC-1234 Subject: Printer broken Description: My local printer Category: 12 Status: Untouched Customer: jorma@ankkalinna.fi Creation Time:… … How about getting something from the mail body? From: servicedesk@example.com To: support@vendor.com Subject: [Ticket #INC-1234] Printer broken Body: ”Customer: jorma@ankkalinna.fi Description: My local printer Category: 12 Status: Untouched” TICKET ID: Title: Description: Category: State: Customer: Customer ID: … TN-987 Printer broken My local printer ASM Assigned jorma INC-1234
  • 20. email INCIDENT ID: INC-1234 Subject: Printer broken Description: My local printer Category: 12 Status: Untouched Customer: jorma@ankkalinna.fi Creation Time:… … Or translating category/status? From: servicedesk@example.com To: support@vendor.com Subject: [Ticket #INC-1234] Printer broken Body: ”Customer: jorma@ankkalinna.fi Description: My local printer Category: 12 Status: Untouched” TICKET ID: Title: Description: Category: State: Customer: Customer ID: … TN-987 Printer broken My local printer ASM Assigned jorma INC-1234
  • 21. email INCIDENT ID: INC-1234 Subject: Printer broken Description: My local printer Category: 12 Status: Untouched Customer: jorma@ankkalinna.fi Creation Time:… … Or getting the customer incident ID? From: servicedesk@example.com To: support@vendor.com Subject: [Ticket #INC-1234] Printer broken Body: ”Customer: jorma@ankkalinna.fi Description: My local printer Category: 12” TICKET ID: Title: Description: Category: State: Customer: Customer ID: … TN-987 Printer broken My local printer ASM Assigned jorma INC-1234
  • 22. email INCIDENT ID: INC-1234 Subject: Printer broken Description: My local printer Category: 12 Status: Untouched Customer: jorma@ankkalinna.fi Creation Time:… … What if vendor cannot add our ID to subject in correct format? How then target the correct incident? From: support@vendor.com To: servicedesk@example.com Subject: #TN-987# Printer broken Body: ”Customer: jorma Description: My local printer Category: ASM…” TICKET ID: Title: Description: Category: State: Customer: Customer ID: … TN-987 Printer broken My local printer ASM Assigned jorma INC-1234
  • 23. FTP  Do the ITSM tools offer the functionality to send/receive ticket to/from FTP? – Most of them don’t  Do the ITSM tools offer the functionality to transfer to recipient format? – Most of them don’t
  • 24. FTP     Who is responsible of the FTP server? Did transfer to the other system succeed? How are files kept in correct temporal order? Who removes files when they have been read?
  • 25. Web services  Do the ITSM tools offer functionality to send ticket data to other systems? – Many of them don’t  Do the ITSM tools offer functionality to transform to recipient format? – Most of them don’t  Do the ITSM tools offer functionality to handle the response? – Most of them don’t
  • 26. What then?
  • 27. Enterprise Service Bus (ESB) to the rescue!
  • 28. ESB Customer ITSM Software API ESB API Vendor ITSM Software
  • 29. ESB Customer ITSM Software API ESB ESB: • Queries or receives tickets from customer ITSM system • Transforms to vendor format • Sends to vendor using the vendor ITSM software API • Handles resends in case of connections failures etc. • Handles errors API Vendor ITSM Software
  • 30. ESB   Who owns the ESB, customer or vendor? Integrations need to be implemented to ESB, they don’t magically happen – – – –  Adapters to ITSM tool APIs Transformations Translations Retries and error-handling Who understands the ESB logs when there are errors?
  • 31. Industry best-practice: ESB to every Enterprise! Customer ITSM Software Software X API ESB ESB API Software Y Vendor ITSM Software
  • 32. Industry best-practice: ESB to every Enterprise! Customer ITSM Software API ESB Now we have 3 integrations to build! • Customer ITSM software – ESB • ESB – ESB • Vendor ITSM software - ESB ESB API Vendor ITSM Software Who builds the integrations? Who supports them?
  • 33. How about this? Customer ITSM Software API API Global Service Bus / Message Broker Vendor ITSM Software
  • 34. Global Service Bus / Message Broker?   Take the great ideas of ESB and take them out of the enterprise to the internet and offer as a service ITSM Software has APIs, leverage them – Ready-made adapters   Robust queuing for highly-available and reliable integrations Customers and vendors don’t need to manage integration platforms and integrations
  • 35. Service-Flow     Not an integration platform, but a ready-to-use service for ITSM integrations Secure, scalable, reliable and highly available message brokering Offered as an SaaS from the cloud Customers can concentrate on their ITSM tools and processes
  • 36. Service-Flow: Broker    Route messages (tickets creates/updates) between parties with routing rules Routing rules selected based on message sender and contents Map between the parties – Different mapping types and formatters
  • 37. Conversation example
  • 38. Service-Flow: Operations   The service is operated by the devops team No maintenance windows: – Upgrades done live – Usually once per week, but could be multiple times per day  Measured availability for individual service components during last year at least 99,99% – Less than 53 minutes downtime per year
  • 39. Service-Flow: Security    All network communications between ITSM tools encrypted (SSL, 256bit). Deployed into a cloud Platform-as-a-Service (PaaS) that runs on top of the Amazon cloud in the EU. Amazon cloud is very secure and has certifications to prove it: – SAS70 Type II, ISO 27001, PCI DSS Level 1 etc.
  • 40. Service-Flow Architecture Secure Cloud Infrastructure Customer X Network Customer Y Network Service-Flow SSL Adapter X Broker Adapter Y SSL ITSM Tool Y ITSM Tool X User Interface HTTPS Adapter Z SSL Web Browser ITSM Tool Z SaaS Provider Z
  • 41. Example integration flow
  • 42. Customer X Service-Flow architecture 1: Create ticket Efecte ITSM Suite Service-Flow Web API Efecte Adapter Service-Flow ServiceNow Adapter ServiceNow Vendor Y Direct Web Services
  • 43. Service-Flow architecture Customer X Efecte ITSM Suite Service-Flow Web API 2: Send Efecte ticket XML to Service-Flow Efecte Adapter Service-Flow ServiceNow Adapter ServiceNow Vendor Y Direct Web Services
  • 44. Service-Flow architecture Customer X Efecte ITSM Suite Service-Flow Web API Efecte Adapter Service-Flow ServiceNow Adapter ServiceNow Vendor Y Direct Web Services 3: Transform to Service-Flow internal format
  • 45. Service-Flow architecture Customer X Efecte ITSM Suite Service-Flow Web API Efecte Adapter Service-Flow ServiceNow Adapter ServiceNow Vendor Y Direct Web Services 4: Select recipient, map and transform data, keep track of the ticket conversation
  • 46. Service-Flow architecture Customer X Efecte ITSM Suite Service-Flow Web API Efecte Adapter Service-Flow ServiceNow Adapter ServiceNow Vendor Y Direct Web Services 5: Transform to ServiceNow web services format and send to ServiceNow
  • 47. Service-Flow architecture Customer X Efecte ITSM Suite Service-Flow Web API Efecte Adapter Service-Flow ServiceNow Adapter ServiceNow Vendor Y Direct Web Services 6: Insert to correct table, e.g. incident
  • 48. Service-Flow architecture Customer X Efecte ITSM Suite Service-Flow Web API Efecte Adapter Service-Flow ServiceNow Adapter ServiceNow Vendor Y Direct Web Services
  • 49. Lessons learned  Processes from different organizations can be hard to map together – Good partners are needed to help with this – KISS-principle (Keep It Simple, Silly!)
  • 50. Lessons learned  Most ITSM software isn’t built with integrations in mind – Those who design integration interfaces don’t always have experience writing integrations – File attachments are the Achilles’ heel of many integration interfaces – Integrating can be technically challenging, but once it’s done, it can be reused as an adapter
  • 51. Lessons learned  It might take a long time to get network access to an ITSM software inside corporate network – There aren’t any great solutions to this, but organizations starting to use SaaS ITSM tools helps – Involve security and network people early in the project
  • 52. Lessons learned  Many organizations are suspicious about cloud services – Cloud providers have to take security very seriously and get applicable certifications and audits to prove their trustworthiness – How much can organizations really trust on their own people and internal security? – Fact of life: When doing B2B integrations, there has to be some places, where data flows outside company internal networks.