Integration in Action

How Data-reliant Organizations Use Perspectium to Power Their Business

Why Integrate?

This book tells the stories of Perspectium customers that automated their integrations to spend more time doing what they do best. By employing these integrations, these customers avoid multiple-data-entry pitfalls, such as dealing with outdated data, multiplying human errors, and heightening the risk of SLA breach. Instead, by ensuring accurate data, they operate as agile corporations should.

Why Perspectium?

Perspectium is in the business of data integration and process integration, accounting for not only the data but also its context. For key integrations, the clients in this book avoid the regular maintenance, the lagging performance, and the security flaws of do-it-yourself approaches and integration toolkits, opting instead for Perspectium end-to-end solutions.

Taking responsibility for getting customers’ data and its context from A to B, Perspectium employs native applications in ServiceNow, Atlassian Jira and SalesForce that allow these clients to avoid hours of custom coding. Unlike point-to-point integration tools, Perspectium employs message-bus architecture that scales for heavy throughput without performance impacts. Perspectium is delivered as a subscription service with 24/7 support, in monitored and automated datacenters.

Why Now?

Companies without solid process integrations are losing time and money today by missing out on efficient testing, the expedited rollout of their next production instances, and robust reports on the current state of their business.

The corporations in this book realize that they are not in the business of integration, so they rely on Perspectium instead, freeing up resources to advance their corporate missions today. And as they encounter new business needs, they enjoy the simplicity of setting up new integrations into the existing Perspectium framework.

Read on to discover how some of the largest, most data-reliant organizations in the world have chosen Perspectium to deliver integrated service management across their businesses.

Solution Industry

Actionable Insights Via Reporting Biotechnology

Before

Management at AbbVie, a research-driven biopharmaceutical company, needed to provide insight on incident

management and SLA targets to business units. The existing scheduled XML bulk-data imports were not allowing

AbbVie the visibility conveyed through real-time reporting.

After

As they looked for a solution, AbbVie placed a priority on performance, volume, and accuracy of data

transferred between ServiceNow and Oracle. Using Perspectium, AbbVie solved the reporting challenge, giving

them the ability to get more accurate data into Oracle and more accurate business intelligence for their users.

Solution Industry

Reporting without Performance Drag Banking

Before

Absa bank, a financial services provider, faced the problem of causing painful performance impacts on their ITSM

tool while extracting data. They needed to run analytics for reporting on that ITSM data—but without causing

slowdowns on their ITSM application.

After

Using Perspectium to integrate the ITSM app with a database, Absa can report on data without the drag on the

ITSM instance. They can also report with advanced capabilities, because they can use their own best-of-breed BI

tool rather than needing to rely on the limited reporting functions of their ITSM tool.

“Our growth has been incredible, and that's where

Perspectium has been so handy … because its hands-off

when it comes to moving data around"- Jeff Lowenthal, Enterprise Architect

Solution Industry

Rapid Customer Onboarding Managed Service Provider

Before

As a managed service provider, Accenture needs to transact information with integration partners for their

infrastructure outsourcing and application outsourcing deals. Accenture has grown extremely quickly, and is

onboarding new customers weekly, many of which use other ITSM solutions and need to be migrated to

Accenture's ServiceNow instance. This growth meant that Accenture needs a unified, repeatable approach to

integrations that won’t negatively impact service desk performance. Many Accenture customers also request real-

time reporting.

After

With Perspectium, Accenture eliminated the need for 11 custom integrations, is replicating 2 million records per

day, is offering real-time ServiceNow reporting of over 100 million records per month, and can onboard a new

customer within a couple of days.

Learn more

Solution Industry

Reporting and Affiliate Onboarding Insurance

Before

The IT team at Aetna had a requirement to integrate their corporate ServiceNow instance with the ServiceNow

instance of an Aetna affiliate. Aetna also needed to replicate data from their ServiceNow instance to a database

to support reporting needs. Such visibility via reports would give Aetna better visibility, along with better

opportunity to make decisions based on accurate data.

After

With the integrations in place, Aetna keeps ServiceNow data in sync with their affiliate, has up-to-date

information for reporting, and is planning to onboard many more trading partners (affiliates).

Solution Industry

Organizational Divestiture Entertainment / Streaming Media

Before

When BAMTech Media spun off from MLB Advanced Media, BAMTech needed a separate instance of

ServiceNow. The two instances, one for BAMTech Media and the other for MLB Advanced Media, needed to stay

as identical as possible until the separation was complete.

After

With Perspectium, BAMTech replicated tasks, configuration items, and so forth, bi-directionally between the MLB

instance and the BAMtech instance. Keeping instances in sync until the organizations fully separated allowed each

of them to work with accurate data and ensure needed visibility.

Solution Industry

Sharepoint for Knowledge Management Insurance

Before

Employees at Blue Cross Blue Shield of Minnesota view knowledge articles in a ServiceNow instance, but only a

handful have access to write, edit, and publish those articles in ServiceNow. The organization required content

creators to send their articles and edits to the organization’s ServiceNow admins, who then entered that data into

ServiceNow.

After

Staff members now write and edit knowledge articles using Microsoft Sharepoint. With Perspectium, Blue Cross

Blue Shield of Minnesota replicates Sharepoint data to the ServiceNow instance. Employees can now get all their

knowledge in one place, and the organization avoids the swivel-chair approach of sending and copy-pasting

articles by hand.

“It’s the low-code, no-code, all-configuration solution. . . .

We’re just in the platform, using it as a normal user, and

the developers don’t have to get involved. That’s

humongous for us.”- Paul Liesse, Supervisor of Managed Service Applications

Solution Industry

Complete, Scalable SIAM Solution Managed Service Provider

Before

With web services, CDW’s integrations were cumbersome, inadequate, and expensive to maintain. Besides having

impediments to scalability, CDW needed to improve its integration offerings for customers, who at the time

needed to do development work on their end to complete integration projects with CDW—at a price tag of

$50,000 in one case. CDW’s customers needed visibility into their environments so that they could make comments

and assign tickets, all without needing to follow the swivel-chair approach of logging into multiple systems. Real-

time delivery was also necessary for accurate data.

After

CDW now offers customer integration solutions that satisfy these requirements: giving visibility to customers,

ensuring real-time transfer for data integrity, and not requiring extra coding by the customer. With a complete

integration solution in place, CDW is well-positioned to scale their service management.

Learn more

“The Perspectium integration made the new team better,

sooner”- David Martin, ServiceNow Team Leader

Solution Industry

Multiple Solutions Alternative Energy

Before

The CERN campus hosts thousands of scientists operating the largest particle physics laboratory in the world, and

operates much like a small town. CERN needed to report non-IT services, train new Service Desk staff, sync its

business service catalog, and monitor the performance of ServiceNow.

After

With Perspectium, CERN has eliminated the need for custom integration and are supporting 2.5 million

transactions a month. Additionally, they are using Perspectium to proactively identify areas to improve the

performance of their production instance of ServiceNow. Perspectium also helps CERN deliver service desk

training and understand the performance of many of the non-IT services they manage.

Learn more

Solution Industry

Expedite Customer Onboarding Managed Service Provider

Before

Crossfuze (formerly Virteva), a managed service provider for mid-sized organizations, needed to service their

customers’ IT needs by connecting into each of their customers’ systems. But the “swivel-chair integration” in use

meant that they were missing out on the economies of scale that a service provider relies on.

After

With Perspectium, Crossfuze were able to integrate all their customers to a central MSP ServiceNow instance,

replacing 20 custom integrations and supporting 10 million transactions a month. Not only did Crossfuze reduce

their onboarding time by more than 80%, but they also eliminated swivel-chair integration, and introduced

common workflows and consistent service levels.

Learn more

"It was a huge win for us to be able to bring data down in

a more real-time fashion and a more scalable fashion”- Matt Miller, VP of Delivery

Solution Industry

eBonding for Process Integration Healthcare

Before

The cybersecurity team at Dignity Health, the fifth largest health system in the nation, had an immediate need to

replicate CMDB data between their ServiceNow instance and the IT ServiceNow instance. The two instances were

on different versions of ServiceNow, and the cost to build and maintain a custom integration was too high.

After

Dignity Health no longer requires needs to “swivel chair” their tasks. With an integration solution in place, Dignity

Health benefits from real-time replication of up-to-date configuration items, with none of the worries of having to

manage a home-grown integration solution.

Solution Industry

Business Intelligence Without the Drag Professional Services

Before

The Workplace Tech team at Ernst & Young was receiving multiple requests for access to ServiceNow production

data to support BI and analytics reporting. EY needed to find a solution to address all of these requests with

minimal impact to the production instance and to EY support resources.

After

Perspectium provides EY with the ability to replicate dynamically to a cloud database where multiple reporting

tools can access data to support BI initiatives. With BI and analytics jobs run on the database instead of the

ServiceNow instance, EY can avoid heavy performance impacts on the ServiceNow production instance.

Solution Industry

Outsourcing to Service Provider Retail / Sportswear

Before

Foot Locker needed to keep their ITSM incidents in sync with their service provider, CDW. One option was the

building of a pricey, custom integration. But because of past success with Perspectium, the service provider looked

again to integration as a service.

After

On the heels of several other successful Perspectium integrations, CDW started e-bonding ITSM incidents with Foot

Locker, giving the sportswear retailer head-to-toe visibility into its incidents. The integration lets both Foot Locker

and CDW work in their own applications. The automated eBonding of incidents allows each company to avoid the

swivel-chair approach of logging into a different system to view and update incident data.

Solution Industry

Syncing to a Data Lake for BI Reporting Industrial Manufacturing and Machinery

Before

GE needed the ability to send their ServiceNow data to their Business Intelligence (BI) database (Aurora

Postgres), allowing them to report on, analyze and warehouse the information captured. GE recognized, through

past experience, that a robust solution was needed to handle end-user requests and BI/reporting requests.

After

GE made the strategic decision to use Perspectium to send data dynamically from ServiceNow to the GE data

lake. GE now has the ability to query against the database containing their ServiceNow data.

Solution Industry

Sharing Customer Intelligence Data Services

Before

Hitachi Vantara, a wholly owned subsidiary of Hitachi, Ltd., helps data-driven leaders find and use the value in

their data to innovate intelligently and reach outcomes that matter for business and society. They created a call

center to allow partners around the world to call into Salesforce with any questions. Cases are then resolved by

the IT Apps team (using ServiceNow), and so a bi-directional/real-time integration was needed.

After

With a Perspectium solution in place, Hitachi Vantara will be able to track SLAs and have full visibility so things

will no longer slip through the cracks - enabling higher customer/partner satisfaction.

"I was actually surprised at how few people we needed to

put this together”- Mike Christiansen, ServiceNow Developer / Data Analyst

Solution Industry

Making Incident Management Visible Healthcare Services

Before

Having several data systems to combine, Intermountain Healthcare needed better visibility into incident

management. They needed to bring Avaya data and ServiceNow data together to run reports and needed to run

in-depth ServiceNow reports that accounted for hierarchies, syncing data (users, groups, and roles) from the

production environment to the sub-production environment.

After

After comparing the building costs and the buying costs, Intermountain chose Perspectium. With Perspectium,

Intermountain stopped having to wait until night time to run jobs and, instead, began syncing data dynamically as

it changed, exchanging about one million records per month. Intermountain also created a new catalog offering

of reports and analytics, made possible because of the new integrations.

Learn more

Solution Industry

Various Data and Service Integrations Telecommunications

Before

KPN, a Dutch landline and mobile telecommunications company, has experienced rapid customer growth, causing

enormous usage of ServiceNow as a support platform. High volumes of data, complexity of architecture, and cost

to support forced KPN to review how data is shared across the business.

After

KPN signed on with Perspectium to integrate the ITSM tool with numerous endpoints, including Splunk, Oracle, SAP

BusinessObjects, and KPN's master data management (MDM) solutions. Using new integrations, KPN can transfer

massive amounts of data between ServiceNow and other platforms, simplify the architecture complexity through a

common data model, and reduce their total cost of ownership.

Solution Industry

Data Extraction for Enhanced Reporting Electronics

Before

For their ITSM reporting needs, Mentor Graphics, an electronic design automation (EDA) corporation, encountered

errors and server stress when reporting in their ITSM tool.

After

Mentor chose Perspectium for transferring data from that ITSM tool to a SQL database. This popular and reliable

Perspectium use case gives Mentor enhanced reporting ability. Also, the message-queuing integration lets Mentor

avoid performance impacts on the ITSM tool, which must remain available and responsive for company-wide

activity.

Solution Industry

Process Integration for a Service Provider IT Services

Before

For one of their customers, mindSHIFT Technologies, a leading IT outsourcing and cloud services provider, was

looking for a fast, repeatable method to integrate their customer's ticketing tool with their domain-separated

ITSM instance. For another customer, mindSHIFT needed to ebond the customer’s Netsuite cases with the customer’s

ITSM app.

After

For the first customer, mindSHIFT was able to use Perspectium to create 4 integrations in conjunction with a unique

incident management process in 1/3 of the time it would take with standard web-service integrations. For the

second customer, the Perspectium process integration ensures that departmental personnel work with accurate,

real-time data—all within their preferred tools. Each integration solution demonstrates that mindSHIFT delivers

significant customer value.

Solution Industry

Process Integration with Service Provider Energy

Before

Outsourcing infrastructure management to IBM, National Grid needed to avoid the manual labor of logging into

an external portal or granting IBM access into their system. National Grid pursued an automated integration

solution to avoid the overhead of the swivel-chair method of integration.

After

Now, when National Grid creates a ticket in their own ITSM instance, it is replicated in IBM's ITSM instance,

allowing National Grid to continue using their system of choice. Both National Grid and IBM can do their own part

in managing workflows and business processes from their own systems, without their having to log into each other's

systems.

Solution Industry

ITSM Instance Replication for a Customer IT Services

Before

To fulfill a time-sensitive requirement from one of their customers, Norima Consulting needed to replicate data

from one ITSM instance to another, migrating the incident table and all relative data, including attachments, users,

and groups.

After

Within just 15 business days after signing on with Perspectium, the implementation and replication was complete.

Norima's customer found the Perspectium native application easy to use. The project resulted in a highly satisfied

customer for Norima and paved the way for additional Perspectium integration work for yet another customer of

Norima Consulting.

Solution Industry

Shorten and Align the Development Life Cycle Business Services

Before

Paychex is a recognized leader in the payroll, human resource, and benefits outsourcing industry. They needed to

bridge the gap between their IT Operations system of record (ServiceNow) and their IT Development system of

record (Atlassian JIRA) in order to execute cross-department workflow without resorting to a “swivel-chair”

integration approach.

After

Perspectium provided the flexibility needed to make the Paychex integration between JIRA and ServiceNow

successful. They identified a solution that met the Paychex security needs while not sacrificing integration

functionality. Paychex now transfer data and process between ServiceNow and JIRA as needed without manually

re-keying any data.

Solution Industry

Database Integration for Better ITSM Performance Finance

Before

Paypal, the giant of online payments, needed to transfer ITSM data to a database without the performance

impacts of a high-maintenance integration. Their existing web-services integration, using an all-or-nothing pull,

was hitting their ITSM application with distressing performance slumps.

After

Paypal enlisted Perspectium to integrate their ITSM tool with Oracle Database. The push approach and dynamic

replication of the new integration allows PayPal to transfer data while preserving the speed of their ITSM

application, allowing Paypal to bank on a scalable integration for future growth.

Solution Industry

DevOps Transparency Technology

Before

Palo Alto Networks needed to improve the visibility of incident and enhancement requests from their users.

Dealing with a “swivel chair” integration, a ServiceNow request would often be closed out while the issue/request

was being managed in Jira, which meant users could not see the status of their requests. Development leaders

needed a more accurate understanding of all incoming resource demands, rather than relying on estimates.

After

Palo Alto Networks now provides clear status visibility for users after they submit requests and throughout the

request cycle. Customers no longer have to check the status of their tickets in multiple tools, or search endlessly in

their email. Development leadership now also have an improved understanding of the effort required to resolve

the issues and changes being requested by the users, and can more accurately plan for resource allocation in the

future.

Learn more

Solution Industry

Instance Synchronization Telecommunication Services

Before

A telecommunications and media giant in Canada, Rogers needed to free up resources that were duplicating

incidents manually for multiple integrations, including one ServiceNow-ServiceNow integration and two

ServiceNow-Remedy integrations. For example, using email to facilitate duplication, members of two departments

needed to copy-paste incident details, raising the risk for error.

After

Rogers recruited Perspectium for these integrations that include change management and incident management,

replicating service details in real time. By avoiding the swivel-chair approach to duplicating data, Rogers is

saving time, improving communication, and reducing risk for error.

“With Perspectium, we were able to scale. I definitely think

this is a key differentiator."- Venugopal Malyala, Sr Director of BI, MDM & Analytics

Solution Industry

Big Data Analytics Technology

Before

ServiceNow needed to integrate CRM data from multiple production applications into their big data environment,

providing business decision makers with real-time access to essential analytics data without creating a

performance impact on their production environments. Previous approaches relied on cumbersome web service

calls, which created performance issues for the production servers, so a different approach was needed to handle

the high volume of daily data transfers.

After

With Perspectium, ServiceNow have replaced 2 custom integrations and are processing 13 million+ transactions

per day from more than 600 individual database tables with minimal performance impacts. With 200

dashboards and 5 predictive solutions in production, the ServiceNow BI team can complete new analytics requests

in days, providing analytics to sales, marketing, finance, customer support, and HR.

Learn more

Solution Industry

Reporting and Incident Management Transportation

Before

Southwest faced challenges with running large reports, which caused performance impacts on the ITSM production

instance. They needed a way to offload real-time data elsewhere so that reports could be run without slowing

down the ITSM tool.

After

Southwest set up another instance and used Perspectium to replicate data from its production instance. Southwest

is now able to run reports from its new reporting ITSM instance without causing performance impacts to its

production instance. Without the former ITSM performance degradation, user experience in the ITSM tool

improved.

Solution Industry

Detecting Potential ServiceNow Slowdowns Insurance

Before

Swiss Re needed a comprehensive way to proactively manage performance issues with ServiceNow. In particular,

Swiss Re was looking to highlight areas of the ServiceNow platform where performance was consistently lower

than expectations.

After

With Perspectium, Swiss Re was able to get early warning on unexpected performance degradation before it

results in system down time. Swiss Re was able to identify where the slowdowns were occurring, and subsequently

improve performance 20x, bringing key data retrieval down from 51 seconds to 600ms.

Solution Industry

Visibility of ITSM Data Utilities

Before

Wide Open West (WOW!), one of the leading broadband providers in the USA, needed better visibility into

their ITSM data. They aimed to connect their ITSM app to their SQL database for better control over data and

stronger reporting, without performance impacts to their ITSM app when running reports.

After

From within their business intelligence (BI) tool, WOW!'s data warehouse team is now able to access real-time

customer data from their ITSM application. The Perspectium integration prevents costly performance impacts on

the ITSM app, allows the WOW! BI team to access the data from within their preferred tool, and enables WOW!

to run stronger reports than those available in the ITSM app.

Solution Industry

SIAM Ticket Exchange Insurance

Before

Seeking to integrate business processes and enhance technology enablement, Zurich North America, a ServiceNow

customer, embarked on a SIAM initiative to integrate its service providers into its IT service management

organization.

After

Zurich uses Perspectium to integrate ServiceNow to the API gateway of its global telecom services provider to

send and receive incidents tickets in real time. Perspectium went live at a significantly lower cost than Zurich had

originally planned. Zurich now has a real-time bidirectional integration platform that it can use to onboard other

service providers and/or additional processes with existing service providers.

Learn more