Listen to this articleWelcome to this success story blog, where we are spotlighting Kovair’s resounding success in an integration project for connecting two leading IT productivity and collaboration tools – ServiceNow and Kovair’s in-house product Kovair ALM.
About the Integrated Tools:
- ServiceNow is a cloud-based SaaS (Software-as-a-Service) platform for IT Service Management (ITSM). As a workflow automation platform, it unifies all your IT needs into a single platform for improved service delivery and customer satisfaction.
- Kovair ALM is a team collaboration tool that is an integrated, collaborative, and mouse click-configurable platform that offers holistic capabilities to all phases of Application Lifecycle Management (ALM) – including project management, requirements management, development, testing and quality assurance.
Kovair exceeded the client’s expectations to deliver the integration project promptly by overcoming all the implied challenges without any hiccups. Keep reading to find out more about this inspiring story!
Key Success Story Pointers of ServiceNow – Kovair ALM Data Integration established via Kovair Omnibus
The client sought an IT service management platform that would enable their help desk team to concentrate on providing impeccable service through redefined and streamlined processes while enabling faster diagnosis and resolution of service desk issues and associated tickets.
The following are the key pointers associated with this data integration platform’s resounding success:
1. Implementation of Incident and Release Management:
- Kovair established a bi-directional integration between ServiceNow and Kovair ALM. Omnibus ensured capturing of the existing incidents through ‘incident management’ in ServiceNow and channeling them to Kovair ALM ‘issues’ and ‘problems’.
- For critical problem tickets, the corresponding issues got prioritized and assigned to ‘fast track’ releases, so that the requisite fix can be deployed at the earliest – which is a critical parameter in the chip equipment sector.
2. Enhanced Internal Collaboration:
- Kovair Omnibus facilitated collaboration and smooth operation of the company’s customer-facing service delivery team through triggered notifications. Every status change of a ‘problem’ initiates notifications that are sent to the relevant users.
- Kovair’s tool-pair data integration platform offered a condensed view of consistent information to better support the client’s work processes.
3. Enrich User Experience:
- The intuitive interface of Kovair Omnibus makes it very simple to integrate any supported tool-pair. The Kovair Omnibus team’s ability to ensure that both the integrated solutions are now communicating with one another and helping to deliver pertinent information back to the internal users/customers was the driving force behind the client’s vibrant response.
- The intended purpose of Omnibus integration is to deliver consistent information of all the ‘operational tickets and releases’ of ServiceNow and to ensure that the relevant Kovair ALM ‘issues and problems’ are complete and mapped.
4. Operational Excellence:
- Kovair Omnibus platform seamlessly integrated with the client’s existing tools ecosystem. The integrated tools constantly update the latest information available, enabling the client to better orchestrate the availability of services that they offer.
- With Omnibus, the client can now efficiently manage daily ServiceNow ‘incidents’ and ‘releases’ with no delays in addressing them.
5. Productivity Growth:
- Now that redundant manual efforts have been eliminated, there is no longer a need to deal with the goodwill depreciation or additional service-level expenses incurred due to client response delays.
- The client’s release implementation timeline has been greatly shortened by this data integration and their service delivery productivity has likewise shot up.
6. Workflow Transformation:
- ServiceNow and Kovair ALM’s prior lack of interoperability led to the establishment of inadequate, unscalable, and siloed IT systems. Interconnectivity established between ServiceNow and Kovair ALM has transmuted the business workflows.
- Kovair team’s unified approach has revolutionized the customer experience and warranted the client to fully exploit the potential of digitalization and automation achieved through Omnibus adapters.
Highlights of Data Integration Platform Omnibus’ Achievements!
Some noteworthy milestones are listed below:
- No-code configuration for easy adoption by new users.
- < 0.01% integration-related issues.
- 100% security compliance through TLS 1.2 support.
- Considerable elimination of redundant manual operations.
- Customizable adapter to satisfy unique business scenarios among supported tools.
Customer Focused Data Integration and Digital Transmutation:
- Is your business strategy envisioning the usage of a new tool/platform?
- Are you worried that you would lose project data that you have been previously working on?
- Do you want to improve business capabilities by integrating disparate IT tools?
If “YES” Is your answer, then there is no need to look any further!
The Kovair Omnibus platform is a seamless and low-code data integration framework. It strives to meet all essential business requirements of organizations in the IT industry viz. collaboration, traceability, process automation, security, reporting and analytics – all of which are built-in within a single repository.
What is the Data Integration Platform Omnibus all about?
Have you been using a different IT tool previously and you are thinking about utilizing a new tool?
Kovair’s market-proven product Omnibus is what you need! Kovair Omnibus offers an integration solution of enterprise quality, enabling the connection and integration of any application within your software delivery value stream, spanning from planning initiation to implementation monitoring. Operating discreetly, Kovair Omnibus ensures fully automated and enterprise-grade synchronization support for various IT tools.
The following table illustrates some of the much-appreciated features of the Kovair Omnibus platform:
| Top Features | |
| Single Platform for Collaboration | The productivity of the business units has multiplied as they can now collaborate on their tools connected through automation, eliminating the need for manual inefficient methods. Users can establish and view end-to-end traceability relationships between problems, issues, delivery packages and releases. |
| Productivity Growth | The productivity of the business units has multiplied as they can now collaborate on their tools connected through automation, eliminating the need for manual inefficient methods. Users can establish and view end-to-end traceability relationships between problems, issues, delivery packages and release. |
| Data Sanity Check & Reporting | Kovair Omnibus supports data sanity checks on any information that is synchronized between ServiceNow and Kovair ALM. This feature helps to mitigate any data synchronization inconsistencies. Sync Monitor can be viewed, and reports can be generated to monitor problems that are resolved during the go-live of a scheduled release. |
Top 10 Digital Transformation USPs of Data Integration Platform Omnibus
The most notable USPs of using the Kovair Omnibus standalone product are as follows:
- An enterprise-grade solution to connect and integrate any supported IT tool.
- 110+ off-the-shelf multi-vendor ALM and IT tool adapters and plugins for integration support.
- Establish seamless collaboration.
- Improve delivery efficiency.
- Mouse-click (codeless) configurations.
- Establish communication between supported tools in a plug-n-play manner.
- Using Omnibus and respective tool API, Kovair adapters can expose all major artifacts and related attributes of one tool to other tools facilitating an end-to-end traceability across the product lifecycle.
- Built-in disaster recovery mechanism for guaranteed data syncing.
- Connect tools across any network boundary, private or public cloud.
- Cross-tool data through real-time metrics and dashboards.
How was Kovair Omnibus chosen by the Client as the Provider of the required Integration Deliverable?
The client was using Kovair ALM – our flagship in-house platform and hence was aware of the esteemed and proven product portfolio that Kovair possesses. Omnibus is a market-proven, highly robust and customized data integration platform, which enabled ServiceNow and Kovair ALM to ‘talk to each other’ and to converge various data points, as necessitated by the client.
Who was Kovair’s Data Integration Client?
Our client is one of the world’s largest chip equipment suppliers. Before this integration project, they were using ServiceNow for managing the customer tickets and Kovair ALM for managing the release cycles, internal development and pertaining issues for their products.
Due to the existence of two disparate IT tools, there existed a real-time collaboration mismatch and a subsequent strategic bottleneck proved to be a roadblock to the management’s goals.
What was the Business Need of the Client?
Before the initiation of this data integration project, the client followed a tedious process that involved considerable manual effort, and extra time leading to customer response delays and additional non-value added (NVA) costs.
The client’s customer support team had to search for the resolution of the customer issues in Kovair ALM and provide the information back to the customers. The Support team had to always log into Kovair ALM and then search for the issue and its corresponding resolution and release details. These details then were to be manually entered into the ‘problem’ tickets. Any change in the issue release dates in Kovair ALM would again require a manual update in the corresponding ‘problem’ record within ServiceNow. All these steps led to a cumbersome process, resulting in a loss of service delivery and business productivity hampering.
The client was seeking a data integration platform that can establish communication between the two of its in-usage tools – Kovair ALM and ServiceNow. Based on organization-wide changes in their internal processes and policies, the client decided to integrate both the established tools to bring forth workflow unification, quicker release deliveries and better resolution of service requests.
This case study illustrates that the client required a data integration adapter for its IT helpdesk and L3 / L1 service level. To sum up, both the tools had to be seamlessly connected via the configured Omnibus integration, to uphold the highest level of requisite quality control and productivity.
How was Kovair selected as the Data Integration Solution Provider?
To find a cost-effective and robust method of synchronizing and moving data between ServiceNow and Kovair ALM, the client struck up a deal with Kovair. The client opted for Kovair Omnibus, which is a SOA (Service Oriented Architecture) Integration Bus, to connect ServiceNow and Kovair ALM.
The client engaged with the Kovair team to design, connect and implement data integrations between ServiceNow and Kovair ALM and Kovair was able to automate their redundant process using workflow and by enabling tasks to categorize a ‘problem’. In each step, a notification gets triggered to the appropriate support groups working on the ‘problem’ ticket, regarding the fix deployment and resolution of the ‘problem’ tickets in ServiceNow.
In short, the client sought a viable, cost-effective solution to resolve the need for capturing and channelizing the existing ‘problems’ in ServiceNow to Kovair ALM ‘problems’ and ‘issues’. Kovair accepted the challenge of creating a highly custom solution that connects the ServiceNow instance with its in-house ALM tool, to conclusively deliver speedy releases.
Live Product Demo by our Experts
External Links of Data Integration Platform Kovair Omnibus
- Link to Supporting Product Videos:
- Why Customers Prefer Kovair Omnibus Over Others
- Scale your Integration Bridges to Hundreds of Projects
- Real-Time Monitoring of Integration Health
- Visibility to Incident Resolution through Omnibus Integration
- Link to Supporting Documentation:
- Product brochures
- Case studies
- Presentations
- Adapters/Connectors
Do you want to establish an integrated tools ecosystem? Contact sales[at]kovair.com to resolve your queries.
