Service management data integration helps unsilo enterprise and customer data, granting service management professionals a comprehensive view of the right information.
Service-management requires consistent and accurate data. But this consistency is difficult to achieve when disparate tools lead to information silos – and the implications are huge.
Not having the right data available, among the right people, at the right time can undermine the integrity of an organizations data-driven decisions.
Gartner estimates that 97% of business decisions are based on data of unacceptable quality. Further reports indicate flawed data costs companies an astounding 20% of their revenue.
Two leading drivers of poor data quality are unintegrated shadow IT and siloed applications.
A Symantec study showed that 1,516 cloud apps are in use by the average enterprise, but CIOs believe that only 30-40 cloud apps are in use by their enterprise. This means many unused apps could be generating useful data that is disconnected from the enterprise.
Forbes Insights found that only 34% of executives have achieved a single view of the customer with aggregated customer data. In addition, 52% of executives say that their siloed apps impede a single view of the customer.
The lack of a holistic view of enterprise and customer data can severely impact an organization’s service management strategies and processes.
The solution? Data integration.
What Is Data Integration?
Data integration means getting the right data from there to here—so that the data can ultimately be used to offer better service and inform business decisions.
Through better data integration, organizations can enable mass data synchronization between a service-management application (like ServiceNow, Jira or Salesforce) and other endpoints—either in batch updates, or dynamically in real-time.
continues... https://www.perspectium.com/blog/service-management-data-integration/
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