Since 2021, Synairgis team has implemented, for a large organization in the health sector, interface and data exchange mechanisms between the iTop software and several IT service management software. The interfaces connect iTop to two ServiceNow instances. We also had to ensure cohabitation with an existing interface linked to GLPI. Each service software is the management tool of different organizations.
This interface uses the native functionalities of iTop.
The goal was to interface the tickets (requests and incidents) including their possible attachments, in the different software taking into account the following main constraints:
Our intervention is part of the implementation of a middleware solution (ESB for Enterprise service bus) allowing the various IT service management software from different publishers to exchange data.
As part of this project, our team worked on several scenarios:
Several constraints have been identified which required extensive analysis and testing.
At the tooling level, we relied on the iTop application programming interface (API) that we had to modify in order to obtain the desired behavior.
We also used the Satellite extension (plugin) of Combodo for iTop which adds key functionalities. We have also incorporated changes to the plugin to achieve the target expected behavior.