How to Keep Parallel ITSM Platforms in Synch with IT Process Automation

How to Keep Parallel ITSM Platforms in Synch with IT Process Automation
Author: Guy Nadivi

We’ve been asked over the years at tradeshows and via tech support queries about the technical feasibility of keeping ITSM platforms in synch with ServiceNow due to a migration, or merger with another organization. It turns out this is a great use case for Ayehu NG, which has the ability to easily synchronize multiple ITSM platforms automatically.

Let’s start by talking about why you would want to keep parallel ITSM platforms in synch.

Maybe some number of years ago, your IT department brought in BMC Helix Remedyforce.

Then maybe there was a merger with another corporation, or another department went rogue and got their own ITSM platform, but either way your organization also ended up with JIRA.

Now, the decision has been made from up on high to consolidate both those systems and standardize on the 800lb gorilla of the ITSM world, ServiceNow. But consolidation has consequences.

You have to maintain current operational readiness, while configuring ServiceNow to do all the things both BMC Helix Remedyforce and JIRA do.

Then you have to duplicate all their integration points, custom functionality, etc. in the ServiceNow environment.

And perhaps most important of all, when you’re ready to start paralleling, you’ve got to make sure that all the information being created AND updated in both BMC Helix Remedyforce and JIRA are duplicated verbatim in ServiceNow. And of course, you don’t want to do any of that manually. You want it to be automated.

One of the first things you’ll want to do is think about how to ensure that data currently entered into BMC Helix Remedyforce, JIRA, (or whatever ITSM platform you have), can be identically propagated to ServiceNow, the new destination ITSM.

Can you do that with scripting? Sure, but why would you.

It’s complicated.

It requires a high-level skillset.

And most importantly, it’s unnecessary, because today an automation solution can do just about everything your scripting guru can do, and a whole lot more.

So why would we want to automate the synchronization of multiple ITSM platforms?

Well first off, doing it manually is almost certainly impractical not to mention very painful. I could almost feel many of you cringing when I displayed the code snippets above.

Another reason you really don’t want to even think about doing it manually is because the sheer volume of data alone would make that prohibitive in most environments.

Even if you have highly competent programming talent on-staff, scripting is still going to be very challenging when it comes to the complexity of coordinating between multiple platforms.

And finally, automation can not only alleviate all those issues, but it also mitigates the need for too many people to be involved in this one-off process. There’s a big shortage of IT talent these days, and the people you have on staff have much better things to do. So automation is a great alternative to having them wrestle with and spend a lot of time on these issues.

One final thing I’d like to mention is an infographic published earlier this year by ITSM Tools about “The 5 Hottest ITSM Trends and Topics for 2021“.

Let’s zoom in a bit and take a closer look at the first 3 of those top 5.

  • Digital transformation/digital workflows
  • Artificial intelligence (AI)/machine learning
  • and of course, Automation

With Ayehu NG, you’ll be able to address all 3 of these top trends using a single tool that allows you to easily create those digital workflows, employs AI and machine learning in the process, and of course enables you to automate many, many aspects of your ITSM environment.

If you’re interested in test driving Ayehu NG and seeing how easy it is to keep parallel ITSM platforms in synch with IT Process Automation, please visit our website and download your very own free 30-day trial version today by clicking here.

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