Consolidating and accelerating eBonding integrations
NTT Managed Cloud & Infrastructure Services (NTTMCIS), part of NTT Group, is a managed services provider delivering agile and scalable solutions through its intelligent, platform-based services. NTT MCIS simplifies the management of day-to-day operations across multivendor hybrid IT environments. Its global integrated portfolio helps customers create, build,manage and innovate at every stage of their journey.
When NTT MCIS become an independent unit within NTT Group, it looked to implement its own ITSM platform. ServiceNow was the platform of choice across the Group, but NTT MCIS set out to implement its own release of the ServiceNow platform that has since gone on to become the standard for the entire Group.
“At the outset we were obviously relatively new to ServiceNow,” recalls Fernando Caamaño, Systems Innovation Director – Managed Services, NTT MCIS. “But we quickly realised that the ‘out of the box’ integration functionality within ServiceNow was insufficient for our requirements. We needed a solution that would enable seamless and robust integration of our ITSM system with multiple tools within NTT MCIS, our customers’ systems, and other parts of NTT Group.”
The Unifi eBonding integration platform provides NTT MCIS with advanced integration capabilities, enabling it to manage all eBonding integrations in one place.
Delivering an integration framework
NTT MCIS uses Unifi as a core framework that enables eBonding integration with all internal and external systems. In the past five years, the company has expanded the use of Unifi from a standard eBonding integration to managing integrations with the configuration management database(CMDB) and the company’s automation platform, amongst others.
"We are able to request automations directly from the eBonding integration platform which has been a huge game changer for the team."
“In essence, Unifi allows us to integrate ServiceNow with our entire ecosystem,” comments Caamaño. “We are able to request automations directly from the eBonding integration platform which has been a huge game changer for the team.”
The capabilities provided by Unifi have given the NTT MCIS team new confidence in the reliability and stability of the integrations.Today, Unifi manages over 40 integrations and over 100,000 transactions per week with a fail rate close to zero.
Unifi also empowers NTT MCIS’ customer service agents to keep on top of integrations and be informed of integration successes and failures in their day-to-day work.
“Unifi gives our teams full visibility of everything that happens with our integrations. All transactional data, processing and logs are stored conveniently and within easy reach empowering and motivating our support teams to deliver rapid response and a richer customer experience,” adds Caamaño. “ShareLogic’s continuous refinement of the backend of the platform frees us to focus on our business core requirements rather than worry about the technology.”
Unifi allows NTT MCIS to take the complexity out of building customer integrations.
“When we talk to our customers, they are looking for robust integrations but they have neither the necessary expertise nor the time or resource to build them in-house,” explains Caamaño. “Over time, with the help of Unifi, we have built the know-how and confidence to quickly integrate our systems with pretty much any external system.”
One of the key learning points for Caamaño and his team has been that eBonding integrations can be seamlessly and effectively implemented only by first clearly defining business needs followed by technical requirements.
“When the business needs and processes have been clearly mapped out first Integrations with Unifi can take just a couple of days to complete, rather than the months of pain an integration used to involve,” notes Caamaño.
Over the past five years, NTT and ShareLogic’s collaboration has matured into a strong partnership.
“We’re continuously impressed by the expertise and support demonstrated by the ShareLogic team,” comments Caamaño. “In fact, ShareLogic has become a natural extension of our internal team.”
NTT MCIS plans to expand the use of Unifi as its core integration platform across other parts of the NTT Group.
“Based on our success, the wider business is now recognising the value of Unifi, particularly the role it plays in accelerating eBonding integrations and taking the complexity out of integration projects”
“Based on our success, the wider business is now recognising the value of Unifi, particularly the role it plays in accelerating eBonding integrations and taking the complexity out of integration projects,” concludes Caamaño.