How to Integrate ITSM software by Service-Flow

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Service-Flow's Chief Architect Kai Virkki explains pros&cons of traditional ITSM software integrations and the benefits of using Service-Flow

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How to Integrate ITSM software by Service-Flow

  1. 1. Integration Service | www.service-flow.com | flow@service-flow.com How to integrate ITSM software? Kai Virkki, 24.9.2013
  2. 2. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com Agenda  ITSM integration challenges  Different ways to integrate  Service-Flow  Lessons learned
  3. 3. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com 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. 4. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com Vendor Customer Simple example process End user creates new ticket Create new ticket Transfer to support group: Vendor 1 Create new ticket Assign ticket Update ticket information: Status: Assigned Handle ticket Resolve ticket: Status: Resolved Update ticket information: Status Update ticket information: Worklog Update ticket info: Status: Solved End End ?? ?? ?? ??
  5. 5. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com 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. 6. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com Different integration styles  Point-to-point  Hub-and-spoke
  7. 7. Integration Service | www.service-flow.com | flow@service-flow.com Different integration technologies FTP SOAP REST Database {JSON}
  8. 8. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com Let’s go through the most common ones…  Email  File Transfer (FTP)  Web services
  9. 9. Integration Service | www.service-flow.com | flow@service-flow.com Email Integration Customer ITSM Software Vendor ITSM Software Customer’s Mail server Vendor’s Mail server
  10. 10. Integration Service | www.service-flow.com | flow@service-flow.com email INCIDENT ID: INC-1234 Subject: Printer broken Description: My local printer Category: 12 Status: Untouched Customer: jorma@ankkalinna.fi Creation Time:… …
  11. 11. Integration Service | www.service-flow.com | flow@service-flow.com email From: servicedesk@example.com To: support@vendor.com Subject: [Ticket #INC-1234] Printer broken Body: ”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-of- the-box
  12. 12. Integration Service | www.service-flow.com | flow@service-flow.com email From: servicedesk@example.com To: support@vendor.com Subject: [Ticket #INC-1234] Printer broken Body: ”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:… … TICKET ID: TN-987 Title: Printer broken Customer: Example.com Worklog: ”Customer: jorma@ankkalinna.fi Description: My local printer” … Many ITSM systems can transform tickets to mail out-of- the-box Many ITSM systems can create tickets from mail out-of- the-box
  13. 13. Integration Service | www.service-flow.com | flow@service-flow.com File Transfer (FTP) Customer ITSM Software Vendor ITSM Software Vendor’s FTP server
  14. 14. Integration Service | www.service-flow.com | flow@service-flow.com FTP <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> INCIDENT ID: INC-1234 Subject: Printer broken Description: My local printer Category: 12 Status: Untouched Customer: jorma@ankkalinna.fi Creation Time:… … TICKET ID: TN-987 Title: Printer broken Description: My local printer Customer: jorma State: New Category 1: AMS Services Category 2: … … 1. Generate some text presentation of the Incident 2. Write (XML) file to FTP server 1. Read (XML) file from FTP server 2. Transform customer format to vendor format 3. Translate data
  15. 15. Integration Service | www.service-flow.com | flow@service-flow.com Web services Customer ITSM Software Vendor ITSM SoftwareAPIAPI
  16. 16. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com 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. 17. Integration Service | www.service-flow.com | flow@service-flow.com P2P Web services Customer ITSM Software Vendor ITSM SoftwareAPIAPI 1.1: Send ticket data to insert 1.2: Reply with ID (success) n.1: Send ticket data to update n.2: Reply with success
  18. 18. Integration Service | www.service-flow.com | flow@service-flow.com Can things be this easy?
  19. 19. Integration Service | www.service-flow.com | flow@service-flow.com email?
  20. 20. Integration Service | www.service-flow.com | flow@service-flow.com email 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” INCIDENT ID: INC-1234 Subject: Printer broken Description: My local printer Category: 12 Status: Untouched Customer: jorma@ankkalinna.fi Creation Time:… … TICKET ID: TN-987 Title: Printer broken Description: My local printer Category: ASM State: Assigned Customer: jorma Customer ID: INC-1234 … How about getting something from the mail body?
  21. 21. Integration Service | www.service-flow.com | flow@service-flow.com email 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” INCIDENT ID: INC-1234 Subject: Printer broken Description: My local printer Category: 12 Status: Untouched Customer: jorma@ankkalinna.fi Creation Time:… … TICKET ID: TN-987 Title: Printer broken Description: My local printer Category: ASM State: Assigned Customer: jorma Customer ID: INC-1234 … Or translating category/status?
  22. 22. Integration Service | www.service-flow.com | flow@service-flow.com email 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” INCIDENT ID: INC-1234 Subject: Printer broken Description: My local printer Category: 12 Status: Untouched Customer: jorma@ankkalinna.fi Creation Time:… … TICKET ID: TN-987 Title: Printer broken Description: My local printer Category: ASM State: Assigned Customer: jorma Customer ID: INC-1234 … Or getting the customer incident ID?
  23. 23. Integration Service | www.service-flow.com | flow@service-flow.com email From: support@vendor.com To: servicedesk@example.com Subject: #TN-987# Printer broken Body: ”Customer: jorma Description: My local printer Category: ASM…” INCIDENT ID: INC-1234 Subject: Printer broken Description: My local printer Category: 12 Status: Untouched Customer: jorma@ankkalinna.fi Creation Time:… … TICKET ID: TN-987 Title: Printer broken Description: My local printer Category: ASM State: Assigned Customer: jorma Customer ID: INC-1234 … What if vendor cannot add our ID to subject in correct format? How then target the correct incident?
  24. 24. Integration Service | www.service-flow.com | flow@service-flow.com FTP?
  25. 25. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com 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
  26. 26. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com 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?
  27. 27. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com Web services?
  28. 28. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com 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
  29. 29. Integration Service | www.service-flow.com | flow@service-flow.com What then?
  30. 30. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com Enterprise Service Bus (ESB) to the rescue!
  31. 31. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com ESB Customer ITSM Software Vendor ITSM SoftwareAPIAPI ESB
  32. 32. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com ESB Customer ITSM Software Vendor ITSM SoftwareAPIAPI 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
  33. 33. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com 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?
  34. 34. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com Industry best-practice: ESB to every Enterprise! Customer ITSM Software Vendor ITSM SoftwareAPIAPI ESB ESB Software X Software Y
  35. 35. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com Industry best-practice: ESB to every Enterprise! Customer ITSM Software Vendor ITSM SoftwareAPIAPI ESB ESB Now we have 3 integrations to build! • Customer ITSM software – ESB • ESB – ESB • Vendor ITSM software - ESB Who builds the integrations? Who supports them?
  36. 36. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com How about this? Customer ITSM Software Vendor ITSM SoftwareAPIAPI Global Service Bus / Message Broker
  37. 37. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com 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
  38. 38. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com 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
  39. 39. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com 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
  40. 40. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com Mapping examples: Copy
  41. 41. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com Routing and mapping examples: Translate
  42. 42. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com Routing and mapping examples: TableTranslate
  43. 43. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com Routing and mapping examples: Template
  44. 44. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com Routing and mapping examples: Default
  45. 45. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com Service-Flow: Concepts  Flow: – An integration business case  E.g. SAP Support outsourcing  Conversation – All messages related to the same tickets
  46. 46. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com Conversation example
  47. 47. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com 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
  48. 48. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com 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.
  49. 49. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com Service-Flow Architecture SaaS Provider Z Secure Cloud Infrastructure Service-Flow Customer X Network ITSM Tool X Customer Y Network ITSM Tool Y ITSM Tool Z SSL SSL SSL Web Browser HTTPS Adapter X Adapter Z Adapter Y User Interface Broker
  50. 50. Integration Service | www.service-flow.com | flow@service-flow.com Example integration flow
  51. 51. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com Service-Flow architecture Service-Flow Vendor Y Customer X Efecte ITSM Suite ServiceNow Web API Direct Web Services Service-Flow Efecte Adapter ServiceNow Adapter 1: Create ticket
  52. 52. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com Service-Flow architecture Service-Flow Vendor Y Customer X Efecte ITSM Suite ServiceNow Web API Direct Web Services Service-Flow Efecte Adapter ServiceNow Adapter 2: Send Efecte ticket XML to Service-Flow
  53. 53. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com Service-Flow architecture Service-Flow Vendor Y Customer X Efecte ITSM Suite ServiceNow Web API Direct Web Services Service-Flow Efecte Adapter ServiceNow Adapter 3: Transform to Service-Flow internal format
  54. 54. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com Service-Flow ServiceNow Adapter Efecte Adapter Service-Flow architecture Vendor Y Customer X Efecte ITSM Suite ServiceNow Web API Direct Web Services Service-Flow 4: Select recipient, map and transform data, keep track of the ticket conversation
  55. 55. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com Service-Flow architecture Service-Flow Vendor Y Customer X Efecte ITSM Suite ServiceNow Web API Direct Web Services Service-Flow Efecte Adapter ServiceNow Adapter 5: Transform to ServiceNow web services format and send to ServiceNow
  56. 56. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com Service-Flow architecture Service-Flow Vendor Y Customer X Efecte ITSM Suite ServiceNow Web API Direct Web Services Service-Flow Efecte Adapter ServiceNow Adapter 6: Insert to correct table, e.g. incident
  57. 57. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com Service-Flow architecture Service-Flow Vendor Y Customer X Efecte ITSM Suite ServiceNow Web API Direct Web Services Service-Flow Efecte Adapter ServiceNow Adapter
  58. 58. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com Service-Flow UI Demo
  59. 59. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com 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!)
  60. 60. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com 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
  61. 61. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com 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
  62. 62. Integration Service | www.service-flow.com | flow@service-flow.comIntegration Service | www.service-flow.com | flow@service-flow.com 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.
  63. 63. Integration Service | www.service-flow.com | flow@service-flow.com Thank you! @kaivirkki Mail: kai.virkki@service-flow.com

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