ServiceNow Ticket Integration with RPA
Brinks is a global leader in value logistics solutions, with a robust presence in Brazil, where it is responsible for maintaining approximately 160,000 ATMs distributed throughout the national territory.
The challenge
Brinks, in its quest for operational excellence and alignment with global best practices, had adopted ServiceNow as its IT Service Management (ITSM) system. However, the company identified an optimization opportunity in integrating information from various supplier portals (such as Diebold, NCR and Itaú) with ServiceNow.
The process of collecting and inserting this data required considerable manual effort from the team, which impacted the agility in managing maintenance tickets. Brinks sought a solution that would allow more fluid and automated communication between these systems, aiming to improve the efficiency, accuracy and traceability of their service processes.
The solution
To optimize integration between supplier portals and ServiceNow, an RPA solution was implemented that automated the entire ticket creation and update flow.
01. Complete understanding
We mapped the entire lifecycle of a ticket, from opening to closing, creating secure connections with supplier portals. For Itaú, we applied advanced security technology to ensure that all data exchanges were encrypted and protected, without compromising the agility and control of the process.
02. Robots
We developed automations to create tickets and check status on portals, applying OCR to attached PDFs to extract complementary data. This increases the scope of information collection, improves record accuracy and ensures more efficiency in monitoring services performed by the technical team.
03. Organization and sending
Before sending data to ServiceNow, our automations organize and standardize the received information. With this, tickets are created or updated with precision and security. If there is any failure in sending, the system automatically reverts the action, ensuring stability and continuity in the process.
04. Total control
Each step executed by RPA is recorded in a detailed panel, with logs and status of actions. The IT team is automatically notified when there are critical failures, such as portal unavailability. This ensures total visibility, traceability and a quick response, strengthening the governance of the process as a whole.
Results
The implementation of ServiceNow Ticket Integration RPA brought transformative gains to Brinks:
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