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Integrating disparate systems used within an ISV

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Project Background

There are many disparate systems at use for IT, Customer Service, HR, custom applications, security etc. ServiceNow wanted to integrate and enable all cloud application being use internally to talk to each other and ensure data / events are at sync across teams and systems.

Challenge

  • Support Queries & Training
    There was significant loss of time of engineering team due to support and random requests like training, documentation coming in from various internal teams and many a times this was unpredictable. We added a offshore support team that can be scaled up and down as per the need without much overhead costs.
  • Integration Complexities
    While most systems are easy to integrate and connect with each other, there was a need to re-architecture and re-think integrations that ensures no data silos and enables contextual collaboration.

Perennial’s Implementation

  • Provide a team of senior engineers who can work from Santa Clara office of ServiceNow for integration projects
  • Ability to scale up and down the number of engineers as per the need
  • Ensure the engineers have the pre-requisites training and know how for integration projects related to ServiceNow

Key Highlights

  • Onsite Integration Engineering Team
  • Training for pre-requisites on APIs and integrations
  • On-boarding of employees to ensure ServiceNow cloud & product knowledgebase
  • Offshore Support Team was added at later stage to complement the onsite engineering team.
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