ServiceNow integration flows implemented by CGI and powered by ONEiO, have transformed communication for Fingrid Datahub, a key player in the Finnish electricity market.

When the Finnish electricity market actors have questions, development ideas or issues concerning the datahub, the communication needs to be seamless and transparent between Fingrid Datahub operational teams, CGI, and other vendors.

That is why CGI developed integration flows between a CGI MSP (managed service provider) environment and other vendor systems to route and share data related to IT service management and customer service operations. To enable the integration flows CGI utilizes ONEiO as the single point of integration interface.

As the business requires full visibility to each process, CGI also developed a reporting solution to its MSP environment. The utilized data is gathered from the integration flows.

“Fingrid Datahub is one of our most important and developed deliveries. As it is a crucial service in the Finnish electricity market, the support service integrations ought to run 24/7. Fortunately, our long relationship with ONEiO has provided us with the necessary toolset” Nina Ahola-Virkki, Director ServiceNow COE Finland, Poland, and Baltics summarizes.

The data integrates smoothly and efficiently between systems via the integrations. Accurate integrations are important to us in order to prevent manual labour, optimize our operations and enhance our service.

Minna Arffman Director of Fingrid Datahub services

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Optimize Integrations to Avoid Bottlenecks

CGI provides ServiceNow as a MSP (managed service provider) platform for dozens of clients from several industries. Hence several different processes run on the CGI MSP platforms simultaneously, and as the workflows contain several integrations to client and CGI endpoints, seamless integration flows are crucial for operating day to day business. The system functionalities and API capabilities vary, thus CGI requires a flexible integration platform in order meet various, complex customer requirements.

As CGI acts as the first point of contact for its customer’s end users, it is crucial that all the necessary information is in the right place at the right time across various systems. Integrations should not create bottlenecks in client processes but instead drive flows for a better service experience.

“Fast, reliable, and secure deliveries are at the core of our service value proposition. Our customers do not want to wait months to be onboarded in our services. The integrations should run invisibly in the background as a part of each process flow. In addition, the integrations must be implemented in a timely manner and with a repeatable process even though requirements and deliveries differ”, Nina summarizes.

Unlock Agility with ServiceNow & ONEiO

ONEiO provides a 360 solution for CGI’s integration needs. Whether a new customer is onboarded, or existing integrations developed further, the CGI experts have the know-how and toolset for building integrations to different API endpoints. Depending on the need, the clients either use their own service management platform or CGI’s MSP ServiceNows to report issues, receive assistance or acquire goods.

“Our clients are increasingly interested in acquiring their service management capabilities in one place. ServiceNow and ONEiO are a powerful combination for this need. I also believe AI capabilities will gain more and more ground in this business and we want to be in the front line of this development.”, Nina continues.

The process and CMDB data are integrated between client and CGI platforms easily and in a standardized way. Integration endpoints can be set up within minutes and ready rule blocks can be reutilized when required. If the client flows need to be customized, integration flows can be configured rapidly with ONEiO.

”Unlike conventional AI, which often struggles with contextual understanding, ONEiO's unique IP harnesses more than a decade of context from IT service-related use cases. This proprietary knowledge allows the AI to comprehend the meaning behind data, addressing a key limitation in current artificial intelligence systems.”, says Juha Berghäll, ONEiO’s CEO and Co-Founder. 

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