Implementation of an interface between iTop and ServiceNow to exchange changes

The Synairgis team took part in the project as an advisor and expert integrator around the iTop solution. It interfaced the two tools while respecting the following constraints:

• iTop is the global reference: all changes must be present and up to date in iTop.

• A change can be created and/or managed in iTop and/or ServiceNow

• A change may not be interfaced with the outsourcer.

As part of this project, our team worked on two scenarios:

• Simple Exchange Scenario
  When a change is created in the outsourcer's ServiceNow, it must also be created in iTop without the customer's agents having to intervene. Any changes made in the outsourcer's ServiceNow must be reflected in iTop. This change has no task or attachment.

• Complex exchange scenario
  When a change is created in iTop, it must also be created and managed in the outsourcer's ServiceNow. Tasks are associated with the change as well as several attachments. Some tasks can only be done by the outsourcer's teams, while others can only be done by the client's teams.

The Synairgis team was involved in all the key phases of the project through:

• The organization of workshops and analysis meetings with stakeholders;

• Analysis of the data structure of reference systems;

• The implementation of a new API verb allowing to send a change and attachments;

• The deployment of the Satellite extension of the Combodo editor;

• Attachment interfacing;

• Interfacing change tasks;

• Carrying out functional tests of the solution with the client's teams;

• Production support;

•  Support support.