You’ve been there before. You do all the preparation and planning and sign an important new managed services client. During onboarding, you run into unexpected integration challenges, and suddenly your relationship comes off the rails. How can you take the pain of integrations away from new client onboarding? 

At ONEiO we specialize in enabling successful customer integrations for service providers. We know how important it is for MSPs to get new clients off to a smooth start.

Integrations don’t need to be a burden for managed service providers. Let’s go through some key points and considerations you need to know when integrating to a new client’s ITSM framework.

Initial assessment and planning

The foundation of a successful service integration lies in thorough preparation. Begin by reminding your team about your client's business objectives and IT goals. What are they trying to achieve, and how do your services support these aims?

Next, you can delve into their existing ITSM framework from the process and tooling point of view. This step is crucial for identifying how your standardized ITSM framework will fit into their current setup.

If you want to be thorough, you can conduct a gap analysis to pinpoint disparities between the client's current and desired states post-integration. This can highlight areas that need your attention and guide your integration strategy. 

A detailed assessment and integration strategy is your roadmap; it should outline steps, timelines, responsibilities, and key performance indicators (KPIs) to measure success.

Stakeholder engagement

Usually, the key failure in integrations is not the technology; it’s the expectations, different ways of working, and non-standard ITSM tools and processes.

Identify and engage key client stakeholders early and actively. List all parties involved in the MSP services and ITSM framework, from both your team and the client's side.

Initial stakeholder meetings are your opportunity to discuss the integration plan, set expectations, and ensure everyone understands how the integration supports the business objectives and collaboration. It’s better to ask the tough questions early, and be honest about key concerns and timelines and focus on outcomes, not on tooling or other technical aspects.

The integration

Integrations have two layers: Technical and process. The technical aspect of integration involves defining your ITSM tools’ technical requirements and capabilities with the client ITSM framework.

Process integration

Process integration is where your services become part of the client's daily operations. Start by mapping out ITSM processes from both sides to identify overlapping areas and integration points. Aligning your services with the client's ITSM processes ensures they complement each other without redundancy.

Process integration is where your services become part of the client's daily operations and thus is the outcome of the integration. Start by mapping out ITSM processes from both sides to identify overlapping areas and process touch points. Aligning your service management process with the client's ITSM processes ensures they complement each other without redundancy.

It’s a good idea to update the client’s process documentation (i.e. “swimlanes”) to reflect the new, integrated workflows. This documentation will be an invaluable resource for both your team and the client's employees.

Security and Compliance

Security and compliance cannot be overlooked in integrations. Align your security policies with the client's and ensure regulatory and data, as well as technical security requirements, are met end-to-end. It is important to apply security policies to integration development as well as integration production. Conduct a security assessment to identify and mitigate any potential risks.

Testing and validation

Testing is a crucial part of the integration go-live plan. In many cases, the integration requirements specification does not contain detailed acceptance criteria (i.e., the outcome and deliverables). To avoid unnecessary disappointments, manage expectations, and ensure that you will meet the go-live schedule, you should have a mutual testing plan that includes test case scenarios and the acceptance criteria of the integrated systems and processes. You may also want to establish a feedback loop with key stakeholders to identify any issues or areas for improvement. 

Review and optimization

Regular performance reviews can help measure the success of the service integration.

Look for areas where processes can be optimized to improve efficiency and effectiveness. Regular feedback from stakeholders will help ensure the integration continues to meet business objectives and adapt to any changes.

Conclusion

Integrating your managed services with a new client's ITSM framework requires careful planning, thorough preparation, and ongoing communication. It can not always be easy, but with our tips it can be painless.

By following the steps outlined above, you can ensure a smooth integration process that aligns with your client's business objectives, enhances operational efficiency, and lays the groundwork for a successful, long-term partnership.

How to streamline your client ITSM integrations with ONEiO

If you’re looking to streamline your client integrations, you should consider partnering with ONEiO - the no-code ITSM integration solution for MSPs.

Some of the key benefits include:

Effortless and Agile System Integration:
Unlock the power of seamless, no-code ITSM integrations with ONEiO, designed specifically for Managed Service Providers looking to connect their ITSM tools, processes and data with client systems efficiently. Our ready-to-use, cloud-based integration service  reduces operational costs and accelerates the value delivery, enhancing client satisfaction and retention in the competitive MSP landscape.

Predictable, Subscription-Based Pricing:
Embrace ONEiO's transparent, all-inclusive subscription pricing model, a game-changer for MSPs aiming for cost-effective growth. Say goodbye to unexpected charges for adding new endpoints or integrations. With ONEiO, budgeting and financial planning become straightforward, allowing you to scale services in response to client demands without hidden fees.

Innovative Adaptation Layer & AI Integration:
Experience the future of ITSM integration with ONEiO's unique adaptation layer and AI-powered logic engine. Our advanced technology ensures effortless compatibility between diverse systems and smarter, more efficient data processing. This means rapid deployment, tailored service delivery, and the ability to tackle complex integration scenarios, setting the stage for continuous service improvement and innovation.

Optimized Outcome for MSPs:
Leverage ONEiO to guarantee operational efficiencies, reduce manual workloads, and deliver services faster and more reliably. Our solution empowers MSPs to streamline their integration processes, offering a competitive edge through cutting-edge technological capabilities and a client-centric approach.

Take the Next Step: Transform your client onboarding and integration capabilities with ONEiO. Discover how our platform can help you deliver exceptional value to your clients, ensuring your position as a leader in the MSP market.