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ITIL :: View topic - Interfacing ITSM tools
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Interfacing ITSM tools

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Senior Itiler

Joined: Mar 29, 2007
Posts: 123
Location: FRance

PostPosted: Tue Dec 09, 2008 6:01 pm    Post subject: Interfacing ITSM tools Reply with quote

Hi there,

I have left that forum for a while, my new job allowing very little time to further expand experience sharing with you all.

I'am back today, with a very business related question (or 2):

* Has anyone experienced interconnecting IT Service Management tools, especially Incident Management ones (so called "ticketing" systems)? To what level of success?

* We are running BMC's ITSM suite (V6 & planning to migrate to V7), and I have to provide answers on the "compatibility" of this tool with others on the market , for I.M. purposes. Yes I'll call BMC's rep. to get their answers , but would like to know about real experiences.

So far, and after more than 20 years in IT Management, I have never seen this sort of interconnection working , as the tools are not only different but also the way they are implemented (to support the way an organization implements its processes) is different, especially workflows... All the interconnections I have seen so far were limited to:
* take all the data from the form provided by software A
* reenter all the data into a new form in software B
* forms in software A & B are modified to integrate all types of data from each other software...

thanks in advance for your help
JP Gilles
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Senior Itiler

Joined: Sep 16, 2006
Posts: 3597
Location: London, UK

PostPosted: Tue Dec 09, 2008 7:07 pm    Post subject: Reply with quote


I have found that the well known statement

interoperability doesnt is very apt

The issues I have found in my esteemed career

Vantive data going to Siebel
Siebel into Remedy
Remedy into Remedy
HP OV and etc

I find that the tools

All the tools can export / import csv files

the issue is data mapping

I always had to use MS Excel and MS access to write conversion helpers to migrate the data from 1 tool to another tool
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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