How to build a connected service architecture with ONEiO?

Traditional ITSM integrations have long been associated with complexity, high costs, and time-consuming setup processes. But as Iiro explains in the video, ONEiO eliminates these challenges by offering a flexible, plug-and-play solution that removes the need for costly and rigid point-to-point integrations.

In this article, we’ll expand on the key insights from the video, exploring how ONEiO streamlines integrations, enhances adaptability, and ensures seamless communication between ITSM tools like ServiceNow, Jira, and BMC Remedy. Whether you’re an enterprise IT leader or a service provider, this guide will help you understand why smart integrations are the future of ITSM connectivity.

The Challenge of ITSM Integrations

For years, enterprises and CSPs have struggled with ITSM integrations. The conventional approach often involves time-intensive manual processes such as swivel chairing (copying data between systems) and double keying (manually entering the same information into multiple platforms).

Why is this still happening? Because traditional integration solutions are:

• Cumbersome – Implementing a fully integrated, enterprise-grade solution often requires extensive development time and expertise.
• Time-consuming – Onboarding a new customer or automating service processes can take months, frustrating both the service provider and the client.
• Expensive – Custom integrations demand significant financial investment and ongoing maintenance.

ONEiO has been addressing these issues successfully for over a decade by providing plug-and-play ITSM integrations that require minimal configuration while maintaining flexibility and scalability.How ONEiO Simplifies ITSM IntegrationsA Smart Integration Hub (Not Just Another Middleware)Unlike traditional integration platforms that rely on point-to-point connections, ONEiO functions as a smart integration hub. This means:

• No direct system-to-system integrations – Instead, all ITSM tools connect to ONEiO, which acts as a central broker.
• Pre-configured compatibility with major ITSM tools – ServiceNow, Jira, BMC Remedy, and others are natively supported.
• Seamless communication across multiple IT environments – Enterprises and CSPs can continue using their preferred tools without disruption.

By taking care of authentication, data transformation, and routing logic, ONEiO removes the need for complex, manual integration efforts.‍

Endpoint Types: The Backbone of ONEiO Integrations

‍ONEiO's endpoint types define how systems interact within the platform. They serve as pre-configured connectors that allow seamless communication between ITSM tools.For example, in the Connected Service Integration Catalyst project, three endpoint types were configured:

1. Enterprise Customer Endpoint (ServiceNow-based)
   • Handles orders and trouble tickets sent from the customer to the CSP.
   • Configures authentication and entity types (e.g., change requests, incidents, service requests).
2. CSP Service Desk Endpoint
   • Manages trouble tickets sent by customers and proactive service alerts from the CSP.
   • Ensures incidents (such as service outages) are communicated efficiently to enterprise customers.
3. CSP Order Handling Endpoint
   • Routes customer device orders to the order management system developed by Ericsson.
   • Uses OAuth authentication for secure transactions.

These endpoint configurations allow businesses to quickly onboard new customers and automate core ITSM processes without months of development work.

Dynamic Routing Rules for Adaptability

‍The real power of ONEiO lies in its ability to create adaptive routing rules that define how data flows between systems. Routing rules handle:

• Data transformations – Converting incoming ITSM data into a standardized format.
• Field mappings – Aligning different data structures between enterprise IT tools and service providers.
• Conditional logic – Ensuring the correct processing of priority levels, states, and statuses.

For example, if a customer incident has a state value of "2", ONEiO can automatically map it to "In Progress" on the CSP’s system. This level of automation eliminates manual configuration errors and speeds up incident resolution.

Built-in Compliance with TMF-621 and TMF-622 APIs

‍ONEiO supports the TeleManagement Forum (TMF) API specifications, which are industry standards for ITSM integrations.

• TMF-621 (Incident Management API) – Standardizes the handling of IT service incidents.
• TMF-622 (Order Management API) – Ensures seamless order processing and fulfillment.

If a service provider already has APIs based on TMF specifications, ONEiO can consume those APIs instantly. If not, the platform can connect directly to their ITSM tools without additional development work.

Message Tracking and Conversation History

‍One of the most powerful features of ONEiO is its built-in message tracking and conversation logging.

• Every integration transaction is logged – Users can track message history to troubleshoot issues.
• Conversations keep related messages linked – Ensuring that incidents, tickets, and orders remain synchronized between systems.
• End-to-end visibility – Preventing duplicate updates and ensuring data consistency.

For example, if a CSP opens a service incident, the customer’s system will receive updates in real-time while maintaining full context of the conversation.

Real-World Example: Processing an ITSM Order with ONEiO

‍Let’s walk through a practical example of how ONEiO processes an order from an enterprise customer.

1. Customer submits a device order via ServiceNow
   • ONEiO receives the order as an incoming JSON payload.
2. ONEiO standardizes the data
   • The order information is automatically mapped to a universal data model.
3. Data is transformed to match TMF-622 API format
   • ONEiO generates an outgoing payload that conforms to Ericsson’s order management API.
4. Order is transmitted to Ericsson’s system
   • Ensuring seamless order fulfillment without any manual intervention.

This same process applies to incident management and service requests, reducing the need for human intervention and improving overall ITSM efficiency.

The Future of ITSM Integrations with ONEiO

‍With businesses increasingly adopting multi-cloud environments and diverse ITSM tools, the need for flexible and scalable integration solutions is greater than ever. ONEiO's plug-and-play approach eliminates the complexity traditionally associated with ITSM integrations. By providing:

• A centralized smart hub instead of rigid point-to-point connections.
• Pre-built compatibility with major ITSM tools for fast deployment.
• Support for industry-standard APIs like TMF-621 and TMF-622.
• Adaptive routing and automated data transformation to reduce manual effort.

ONEiO is leading the way in next-generation IT service integrations, enabling enterprises and CSPs to work together seamlessly without costly development projects.

If you have any questions, feel free to contact ONEiO directly and explore how they can help streamline your ITSM integrations.