1.7ITSM Service Desk Integration Manager
Overview
Integrating ITSM systems with Identity and Access Management tools can be complex, leading to delays, duplicate work and fragmented workflows. Activate’s ITSM Service Desk Integration Manager simplifies this process by connecting your Service Desk platform with automated provisioning and access management. It ensures tickets and requests flow seamlessly between systems, reducing manual tasks and improving response times.
By automatically populating known user data and enforcing consistent service modelling, the solution ensures better ticket data, faster resolution and fewer delays.
The result: higher quality of service, more accurate reporting, and improved employee satisfaction, all without the complexity of managing multiple ITSM tools.
Seamless ITSM Integration
Connect your Service Desk platform directly with Activate to streamline service request fulfilment. Automate provisioning and access tasks triggered by tickets, removing manual steps and speeding up response times across IT operations.
Bi-Directional Sync
Keep data in sync between Activate and your ITSM system with API based updates. Changes made in one system reflect in the other, improving accuracy and ensuring both platforms stay aligned without extra admin work.
Workflow Automation
Trigger approvals, escalations and provisioning tasks automatically using direct API calls. Activate enhances your ITSM workflows by reducing manual intervention, allowing your team to focus on resolving issues, not moving tickets.
Better Service Delivery
Faster fulfilment means happier end customers and less backlog. By integrating Identity Automation directly into your Service Desk, Activate helps you reduce wait times, improve consistency and deliver a better overall service experience.
<10min
60% of people expect IT issues to be addressed in under 10 minutes.
~25%
Reduction in ticket volumes after implementing a Self-service portal.
26.6%
Reduction in average resolution time (ART) with automated workflows.
Streamline Ticket Submission
Enrich tickets with accurate, contextual user data (e.g., name, department, location) without the need for manual entry.
Improve Data Accuracy
Ensure tickets are correctly categorised and enriched with the correct user data to reduce rework and incorrect routing.
Enhance Service Quality
Speed up handling times, boost customer satisfaction and improve SLA performance with standardised, accurate requests.
Reduce Support Costs
Prevent costly escalations and resolution delays by automating service mapping and ticket consistency.
Real-Time ITSM Integration
Synchronise ticket data directly with your ITSM tools to eliminate duplication and context switching.
Consistent Service Modelling
Activate abstracts complex ITSM schemas into people friendly service definitions.