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10 TOPDESK MAGAZINE - DECEMBER 2015

SYSTEM INTEGRATION WITH

TOPDESKEvery organization uses different types of tools. You can make your work easier andmore efficient by linking these various software systems with system integrations andconnectors. Because there are a number of integrations to choose from, you should askyourself: which integration ts best within your organization? And is integrating alwaysthe right solution?

… is a TOPdesk consultant. As a technical specialist,she mostly deals with links between TOPdesk andother software applications, and custom-made formsto support organizational processes.

Lukke van Bemmel

Different types of integrationsSystem integrations and connectors are both links between multiplesoftware systems. Connectors are a standardized type of systemintegration. These connectors and system integrations are usedinterchangeably in practice. However, a connector sometimes needs alot of bespoke work, and an integration can be created in one go.

We differentiate between different types of integrations: verticalintegrations, spaghetti integrations and horizontal integrations.

1. Vertical integrationsThese are one-on-one links between systems. A link between a lewith personal data (like an Active Directory) and TOPdesk, for example.An integration is created speci cally for these two systems. Verticalintegration is quite easy. You often don’t need more than both supplierswho develop and implement an integration between thetwo systems.

2. Spaghetti integrationsThese are integrations where each tool is linked to several othersystems. When you view it from one software tool, it appears as ifall these links form a star. That is why this integration type is also

sometimes called a star integration. When you however look at all theintegrations together, it appears to be a tangle of spaghetti. This shapeautomatically appears when multiple integrations are implemented.

3. Horizontal integrationsThese are integrations where different tools are linked to one othersystem. This system is often called a service bus. Each software toolgets a separate integration with the service bus. Linking to the servicebus makes it possible to share data with all other linked tools.

One of the advantages of horizontal integrations is that it is possibleto easily link new software systems to existing links. Tools can also beeasily replaced by new versions or different systems. You are howeverdependent on a sub system that functions as a service bus. This canbe a disadvantage because there is an additional system that needsto be maintained or can break down. A horizontal integration is oftenonly cost-effective when your organization needs many links betweendifferent tools.

This is why organizations often choose a spaghetti integration or,if there are only a couple of integrations, a vertical integration.Vertical integrations are easy to set up because they only comprisetwo systems. Horizontal integrations always have a third system:the service bus.

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TOPDESK MAGAZINE - DECEMBER 2015

More information?Are you interested in a systemintegration or would you like to knowmore about the possibilities withTOPdesk? Please visit www.topdesk.com/integrations.

Possibilities in TOPdeskFor most implementations concerning the import of personal data,TOPdesk offers a vertical integration with Active Directory. Thisintegration is usually performed on a daily basis. If there however isanother integration from TOPdesk, it will start to look like a spaghettiintegration. This is the case when TOPdesk does not only take itspersonal data from Active Directory, but also from the personnelsystem Beaufort.

It depends on the customer’s system set-up whether TOPdeskconsultants can implement a horizontal, vertical or spaghettiintegration. It is possible to import personal data from a servicebus to TOPdesk, for example. The personal data can originate fromtwo different systems while TOPdesk is the source system for phonenumbers. TOPdesk can send this information to the bus so the othersystems can process the information.

When to choose a system integration?When your organization chooses a system integration, it is importantto determine the goal of the integration: which problems it will solve,what it costs, and the amount of maintenance it will need. An example:a TOPdesk call is logged by email at a supplier. The call should ideallycontain all the information that the supplier needs. However, this is notalways the case. It may seem like a solution to transfer the call’s datausing an integration with the supplier’s TOPdesk or other application.

An important question however is: how often does this supplierresolve a call? Is it a couple of times per month? The costs of theintegration would most likely not outweigh the time saved. Doesthis happen often or does it cost a lot when the supplier does notproperly solve the problem or cannot solve it at all? Then the choicefor an integration of certain tools is obvious. Almost all softwaresystems can be integrated, so the fact that it is technically possible doesnot always mean that an integration should be realized. You need to ask yourself what the advantages are and what you want to gain froman integration.