The challenge
As an international IT service provider and MSP, Steltix works across multiple customer environments. When every collaboration has its own configuration, action sequence and management route, the operational workload grows with every customer. Steltix needed a robust collaboration layer with reuse, central logging and less need to work directly in customer environments.
The approach
Together with Scope4mation, service collaboration was configured as a manageable Service Automation Suite pattern. The practical case began with TCH for TOPdesk-to-TOPdesk synchronisation. Collaboration Composer builds on this with ticket pairs, field mapping, translation tables, synchronisation of comments, attachments and statuses, central error analysis and safe retries after corrections.
The service environments stay in place. Service Automation Suite connects tickets and progress so customers and service providers can collaborate from their own environments.
The result
Many service requests are processed in real time without disruption, with little or no daily management. Steltix has less administration, faster resolution, central visibility and more targeted access to customer environments. The pattern provides a scalable foundation for new customers and other combinations of service platforms.
“Integration has significantly improved our service delivery through simple automation.”
