Case Study: Virtustream achieves seamless, scalable Ticketing Integration as a Service with Boomi

Virtustream and Boomi Offer Clients Ticketing Integration as a Service

Virtustream, a Dell Technologies cloud hosting business, provides enterprise-scale managed hosting with stringent availability SLAs and hands-on support. Many customers wanted to integrate their own ITSM platforms (ServiceNow, Remedy, or home-grown) with Virtustream’s ServiceNow so tickets and SLA reporting could be managed from a single system; prior API-to-API custom integrations were costly, fragile, required dual authorization, and lacked monitoring.

Virtustream deployed Boomi to deliver "ticketing integration as a service," using Boomi to translate between systems, automate bi-directional ticket creation and updates, and provide out-of-the-box monitoring and flexible cloud or on‑prem deployment. The outcome is faster, lower‑maintenance integrations, improved customer visibility and SLA reporting, support for high-volume workflows, FedRAMP-certified security for regulated environments, and a growing optional revenue stream.

Virtustream

John Apone

ITSM Integration Manager