Automated Ticket Linkage between Client and Third-Party
In this case study we look at an automated ticket linkage between client and third-party datacenter management organization (large insurance company and large financial services data provider).
INDUSTRY: INSURANCE
INDUSTRY APPROPRIATE: ANY INDUSTRY
DEPARTMENT: IT
Challenge:
Both customer and third-party datacenter management company (TPDM) were looking for a means to link the Customer’s Cherwell ITSM tool with the TPDM’s ServiceNow instance through an application that the TPDM created to ensure multi-tenancy of data.
Solution:
The Pantheon team configured Odyssey to act as a middleware and pass ticket, attachments and notes between the Cherwell and ServiceNow instances. This was completed in a headless capacity so each company continued using their ITSM tool as configured.
Benefits:
- The entire linkage was created in three months, delivering speed to value.
- One customer had a simple ticket process, while the other had created forms for internal user requests. Both were accommodated through Odyssey and were able to continue using their current process with no impact on the TPDM company processes.
- The TPDM sought out Pantheon and Odyssey to work with the more complex process of the financial services data provider.
- Significant time was saved under the new Odyssey-driven process, with an increase of information integrity.
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