Why You Need a UC Service Management Platform with a ServiceNow Integration

ServiceNow is a cloud-based, AI-powered software platform designed to automate and manage enterprise IT processes.

UC service management with ServiceNow integration

ServiceNow is a cloud-based, AI-powered software platform designed to automate and manage enterprise IT processes. Large organizations around the world rely on it to not only automate daily tasks, but also to gain a holistic view of their enterprise technology, empower employees, and streamline business processes.

As such, it’s unsurprising that many platforms offer ServiceNow integrations, including some unified communications (UC) service management platforms. But what, exactly, are the benefits of integrating ServiceNow into a management platform, how do these integrations work, and why do businesses with multiple UC solutions need one?

To better understand the answers to these questions, let’s take a look at how such integrations work, including the new Kurmi Integration app for ServiceNow.

Why ServiceNow Should Connect to Your UC Solutions

Integrating ServiceNow with a UC platform enables teams to streamline processes and reduce manual tasks, using ServiceNow’s AI-powered advanced automation capabilities to automate and manage everything.

Organizations use ServiceNow to manage IT infrastructure and services, manage risks, resolve issues, and improve operational efficiency by streamlining and automating tasks.

It’s a versatile platform, designed to integrate with a wide array of systems and solutions for everything from education to healthcare to telecommunications – this means it can integrate with and automate a variety of platforms and systems.

Integrating ServiceNow to a UC Service Management Platform

UC service management tools provide a centralized place for managing unified communications systems.

Consider all the communication platforms companies use across teams, clients, and individuals – Webex, Microsoft Teams, Zoom, and so much more, all of which require their own licenses, updates, management, and so on. Service management platforms like Kurmi provide a centralized platform for managing them all, including provisioning users and licenses, handling changes and administration, and delegating tasks.

By integrating ServiceNow into a management platform, teams can automate and carry out routine tasks across their platforms right from within ServiceNow.

This means that daily tasks that once required specialized technical skills can now be carried out with just a few clicks in ServiceNow. As a result, IT staff and employees with key technical skills can focus their time and efforts on larger, more complex or strategic projects.

Additionally, keeping tasks within ServiceNow makes life easier for employees, as they only have to learn how to use one platform (rather than each disparate UC platform).

Large enterprises with strict internal security requirements can also enable team members to complete UC administration tasks from within ServiceNow. This limits access to their UC systems, providing greater degrees of security without needing to jump through multiple hoops.

Kurmi + ServiceNow

For a good example of a ServiceNow integration for a UC service management platform, we can look at Kurmi Software. Kurmi Provisioning Suite is designed to centralize UC operations and systems into a single pane of glass, allowing organizations to manage their entire communications ecosystem from a single place.

Using Kurmi’s ServiceNow Integration App, which is now available in the ServiceNow Store, IT teams can further simplify and manage routine UC tasks from their IT Service Management platform. Users can automate or perform tasks for applications like Microsoft Teams, Zoom, and Webex from within ServiceNow, and any changes are then pushed to Kurmi and automatically applied across the UC systems.

This empowers IT teams to:

Automate and streamline workflows
Reduce manual tasks
Manage multiple UC platforms at once
Push out or reverse changes remotely
Improve operational efficiency across the UC environment

Kurmi and ServiceNow also log what’s been done and by what users. This allows IT managers to audit their systems, and UC managers to roll back any changes they’d like undone all from within the Kurmi platform.

While the Kurmi Integration app covers common UC management use cases, customers can opt to develop their own integration via Kurmi’s API. This provides users with the flexibility to connect and manage all the platforms and solutions they want, without needing to spend time or money on creating new integrations from scratch.

While organizations often find they need to use multiple communication platforms, managing and controlling each of them can be a challenge. Thankfully, there are tools like Kurmi, and integrating it with ServiceNow can further streamline and automate the process.

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