Giving customers fast, easy insight into their cloud and managed services

OPPORTUNITY: A comprehensive view of services

As part of its managed services offering for customers, our client needed a way to bring data from its IT service management (ITSM) tool into its wider insight portal.

The client wanted its new managed services view integrated with its work-in-progress ticketing system – which is handled by a separate team – to give customers an easier way to handle their whole service package and resolve issues quickly.

SOLUTION: Build integrated dashboards for clear visibility

After the initial requirement-gathering meetings, we designed and built a proof-of-concept version of the integration tool, as well as a per-customer overview dashboard and type-specific dashboards for individual resources, with regular demos to keep the stakeholders in the loop over six months of development. We worked closely with the ticketing team to create dashboard features which could communicate with the evolving ticketing system via APIs.

With the PoC complete, the client could get hands on and test the new tool, identifying areas for us to iterate on. For example, rather than using a “pull” model that put stress on the client’s ITSM, we switched it around so the ITSM could push data into our new system, reducing the load.

RESULT: Insight at the touch of a button

The client can now push information to the customer-facing portal with a single click, presenting its customers with a visual representation of all their managed services in one dashboard, and improving the client’s own visibility. And with the API connecting our portal to the ticketing systems, customers can easily raise support tickets from the same interface.