Service Desk Integration
Consolidation to a single service desk is not always the right answer. Migration costs, retraining, and ongoing acquisitions are just a few of the reasons why an organization may choose to maintain multiple applications. Service Desk Integration (SDI) offers customers the benefits of a consolidation service desk without the cost, time and migration headaches.
Service Desk Integrations can:
- Improve customer satisfaction by allowing inbound inquiries to be received at each worldwide location. Incidents are created, assigned and routed to the appropriate service desk center of excellence without making the caller hang up and dial a different number.
- Shorten service outages by identifying critical alerts from system management tools and automatically create service desk incident. Incidents can then be automatically updated and closed based on further alerts or remediation actions.
- Lower Mean-Time-To-Repair (MTTR), enabling key partners and customers to directly submit tickets and update incident status information using their own native service desk application.
iWave’s Service Desk Integration Accelerator, powered by iWave Orchestrator, offers a cost effective “virtual” service desk to organizations trying to seamlessly enter, assign and route incidents between disparate service desks across multiple time zones and even helps to manage service providers. With out-of-the-box adapters to the top 10 Service Desk products, iWave provides near real-time synchronization of incidents, problem and change tickets and supporting attachments.
A typical Service Desk Integration project between a managed service provider and a key customer involves the following three activities:
- Opening New Incidents: Customers can create a new Incident in an MSP Service Desk application by forwarding an Incident that exists in their own internal Service Desk application.
- Updating Existing Incidents: Bi-directional synchronization of the originating and auto-created MSP incident enables both parties to view and stay informed of progress within their own Service Desk system.
- Closing Incidents: When a Service Provider closes an incident in their Service Desk, the associated Incident should be closed in the customer’s Service Desk and vice versa.
iWave introduced service desk integration 17 years ago and has delivered over 100+ successful customer projects. Customers have reported, on average, a time savings over 90% in the creation and synchronization of incidents and project paybacks in the first year. They have also seen error rates drop to zero which translates directly into shorter MTTR and improved end-user satisfaction.