InoApps' ITSM Transformation with Getint
With Getint now a key part of their operations, InoApps continues to integrate new customer systems efficiently, reinforcing its position as a leading Oracle consultancy and managed services provider.
With Getint now a key part of their operations, InoApps continues to integrate new customer systems efficiently, reinforcing its position as a leading Oracle consultancy and managed services provider.
Company: InoApps
Industry: Oracle Consultancy & Managed Services
Regions: North America, Europe, Asia-Pacific
Size: 500+ employees, 500+ customers
Key Tools: Jira Service Management (JSM), Zendesk, ServiceNow
As a global managed service provider, InoApps supports over 500 customers, with 132 actively using their Jira Service Management (JSM) platform. Many customers had their own IT service management (ITSM) tools, leading to a major inefficiency—double keying. Service agents had to manually copy and paste data between platforms, creating delays, errors, and inconsistencies.
Previous attempts to integrate ITSM tools through custom API-based solutions proved costly and restrictive. Customers were hesitant to make changes to their systems, and InoApps needed a flexible, scalable integration solution to provide a seamless experience.
In 2023, InoApps implemented Getint to integrate JSM with Zendesk, enabling real-time data synchronization without requiring manual input. Unlike traditional integrations, Getint’s UI-based approach allowed InoApps to maintain flexibility and security while ensuring smooth workflows between different ITSM platforms.
“Before Getint, we were stuck in a loop of copying and pasting information manually. It was inefficient and prone to errors.” — Bryan McCabe, EVP, InoApps
- Eliminated Double Keying: No more “spinning chair” inefficiencies—agents no longer needed to manually transfer ticket information between systems.
- Improved SLA Management: Faster data updates ensured that service level agreements (SLAs) accurately reflected real-time statuses, leading to better compliance.
- Faster, More Reliable Integrations: Getint’s broad compatibility allowed InoApps to integrate with multiple tools, including Jira, Zendesk and ServiceNow, without costly development.
- Seamless Customer Experience: Clients maintained their own ITSM tools without disruption, while InoApps managed integrations efficiently from a single platform.
- Enhanced Security & Data Control: Getint’s integration mimicked end-user behavior, preventing data leaks and maintaining strict security protocols within JSM.
“Security is a top priority for us. Getint works like an end user, meaning there’s no risk of unauthorized data exposure between clients.” — Bryan McCabe, EVP, InoApps
After the successful Zendesk integration, InoApps expanded its use of Getint to additional customers, offering integrations as a value-added service. Today, it’s a core part of their managed service offering, helping them onboard new customers with minimal friction.
“It started with one customer, but now we actively promote integration as part of our service. Getint makes it easy to scale.”— Bryan McCabe, EVP, InoApps
“The Getint team was incredibly responsive. They listened to our feedback and helped us fine-tune the integration for our specific needs.” — Bryan McCabe, EVP, InoApps
Absolutely. EVP Bryan McCabe highlights Getint’s flexibility, responsiveness, and reliability:
“The product does what it says, and Getint is open to feedback. They continuously refine their offering to align with real-world needs. We’d absolutely recommend them.”
With Getint now a key part of their operations, InoApps continues to integrate new customer systems efficiently, reinforcing its position as a leading Oracle consultancy and managed services provider.
Want to streamline your ITSM integrations like InoApps? Try Getint today.
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