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In this success story blog, we are spotlighting Kovair’s success in an integration project of connecting two leading IT productivity and collaboration tools – ServiceNow and IBM RTC.
About the Tools:
- ServiceNow (SNOW) 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.
- IBM Rational Team Concert is a team collaboration tool that integrates development tasks, including iteration planning, process definition, change management, defect tracking, source control, build automation, and reporting.
Despite the inherent difficulties, Kovair went beyond the client’s expectations to finish the integration quickly and flawlessly. Continue reading this success story to learn more about this inspirational tale.
Key Success Story Takeaways of SNOW & RTC Data Integration by Kovair Omnibus
The client wanted an IT service management platform that would allow full automation of the service desk, accelerate resolution for internal customers, and free the in-house IT team to focus on process improvement and appliance innovation.
The following are the key pointers from this project’s resounding success:
- Implementation of Risk Management: Kovair established a bi-directional integration between ServiceNow & IBM Rational Team Concert. Omnibus ensured capturing of the existing incidents through ‘Incident Management’ in ServiceNow and channeling them to IBM RTC ‘Features.’ The approach to risk management has now improved, resulting in a more comprehensive view and understanding of risk which is critical in the appliance manufacturing sector.
- Seamless Teams Collaboration: Kovair Omnibus helped the organization’s internal engineering team and the customer-facing service delivery team to work together with seamless collaboration. The work processes of the client are better enabled by Kovair’s integration platform, which serves a summarized view of consistent information.
- Foster User Satisfaction: Kovair Omnibus has a central framework that allows easy integration of multiple tools. The client’s positive response was due to the Kovair Omnibus team’s capacity to ensure that both tools are now talking to each other – assisting in providing relevant information back to the internal customers. The intended purpose of Omnibus integration is to deliver consistent information on all the ‘operational services’ of ServiceNow and to ensure the relevant RTC ‘features’ are complete and mapped.
- Growth in Business Efficiency: 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. Interconnected teams now can efficiently manage daily ServiceNow ‘incidents’ and ‘tasks’ with no delays in addressing them as ‘features’ in IBM RTC.
- Productivity Improvement: Redundant manual efforts are now nullified, resolving both time consumption and additional cost associated with delays in customer response. This integration has significantly reduced the time-to-market for their products while simultaneously improving their quality.
- Workflow Transformation: Kovair’s unified approach has transformed the customer experience and empowered the client to fully exploit the potential of digitalization and automation – by resolving the established inadequate, unscalable, and siloed IT systems, which arose from the previous lack of inter-operability between ServiceNow and IBM RTC.
Statistical Highlights of IT Data Integration Platform Omnibus’ Achievements!
Noteworthy milestones:
- No-code configurability leads to easy adoption.
- < 0.01% integration issues reported.
- 100% security compliance since Omnibus supports TLS 1.2.
- Expensive manual data transfer processes and human errors elimination.
- Development of custom adapter to address unique business scenarios.
Customer Satisfaction and Digital Transformation of Data Integration:
- Are you contemplating a switch to a different platform?
- Do you have concerns about potentially excluding projects and associated data that you have been working on previously?
- Perhaps you are seeking improved collaboration by integrating various tools issued by different vendors.
Kovair Omnibus is a powerful yet easy-to-use integration platform, which unifies and integrates data from multiple sources and makes it instantly available to all stakeholders in their preferred systems in real-time.
Kovair Omnibus integration is an open and seamless framework, meeting all essential requirements like collaboration, traceability, process automation, security, reporting and analytics – built-in within a single repository.
What is Kovair Omnibus – The IT Data Integration Platform?
Have you been working on a different IT tool and are you shifting to a new tool?
Look no further as Kovair’s flagship product Omnibus is your go-to solution. 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 a fully automated and enterprise-grade synchronization support for various tools.
The following table illustrates the widely appreciated features of Kovair Omnibus:
| Top Features | |
| Single Platform for Collaboration | Omnibus has brought business information from the two tools together so that they are no longer disconnected. Since all information is now communicated in real-time across teams, including old requests, the internal engineering team and the outward facing support team of the client are now well integrated. |
| Productivity Growth | The productivity of the business units has multiplied as they can now collaborate on the target process system within their preferred tools, eliminating the need for inefficient methods. By utilizing the Omnibus integration platform, the Client has achieved remarkable speed in product delivery, all while maintaining their well-established processes. |
| Ease of Integration and Sanity Check | Kovair Omnibus and its robust customized adapters /connectors are deployable in the customer premises or in dedicated cloud servers within the span of hours. Kovair Omnibus supports pro-active integrity checking for information synchronized between different tools. This helps to find out any synchronization inconsistencies between tools and then resolve those through re-sync capabilities. |
What is the Digital Transformation USPs of Data Integration Platform, Kovair Omnibus?
The most notable USPs of using the Kovair Omnibus standalone product are as follows:
- An enterprise-grade solution to connect and integrate supported tools.
- 110+ tool integrations across areas of ALM, PPM, CRM, ITSM, ERP and PLM.
- Establish seamless collaboration.
- Ensure more delivery efficiency.
- Simple mouse-click (codeless) configurations.
- Quickly integrate supported tools in a plug-n-play manner.
- End-to-end traceability to achieve complete project visibility.
- 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.
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How was Kovair Omnibus chosen by the Client as its Required Integration Platform?
Kovair delivered a highly robust and customized adapter that enabled ServiceNow and IBM RTC to talk to each other and converge various data points from ServiceNow to RTC.
- Who was Kovair’s Data Integration client?
Headquartered in the USA, our client is one of the world’s largest manufacturers & marketers of home appliances. This Kovair customer is one of the most successful companies on the Fortune 500 List.
They were using ServiceNow for managing the customer tickets & IBM Rational Team Concert for managing internal development.
The usage of two disparate tools from different vendors for software delivery brought in the challenge of real-time collaboration between separate teams and subsequent bottlenecks to the management.
- What was the Business Need of the client?
Before this integration project initiation, the client followed a tedious process involving considerable manual effort, extra time and additional cost and customer response delays.
To oversee their day-to-day support for IOT-enabled home appliances service coordinated with the internal engineering software delivery team, the client was seeking an integration solution to communicate two of its used tools – IBM Rational Team Concert and ServiceNow. Based on organization-wide changes in their internal software development processes and policies, the client decided to integrate the applications to bring workflow unification and better delivery of Service Requests.
This case study illustrates that the client required an integration adapter for its IT service and the chosen collaboration tools to be seamlessly connected to uphold the highest level of quality.
- How was Kovair selected as the IT Data Integration solution provider?
The client opted for Kovair Omnibus, a SOA (Service Oriented Architecture) Integration Bus, to connect ServiceNow and IBM RTC. In search of a dependable and affordable way to synchronize and move data in between the tools, the company turned to Kovair.
The client engaged with the Kovair team to design, connect and implement data integrations between ServiceNow & RTC and shared their business needs or appropriate use cases.
The client sought a viable, cost-effective solution to resolve the need for capturing and channelizing the existing ‘Ad Hoc Features,’ ‘Catalog Task’ and ‘Incidents’ in ServiceNow to RTC ‘Features.’ Kovair accepted the challenge of creating a highly custom solution that connects the ServiceNow instance with its IBM Rational Team Concert counterpart as per the requirement.
Related Links of 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
Contact sales@kovair.com if you have any queries.
