Why is the purpose of "integration"? Improving operational efficiencies is one reason. It does not make sense for operations folks to hunt down information about a problem in different systems. They need to be able to access the data seamlessly as they go through their processes instead of thinking about where they find which data, deal with the hassle of working with different products. Information needs to be at their finger tips so to speak...
I had written a post about a typical support process to aid in future discussions on integration, it may help setting the stage here as well. “Event views” are very common front ends for operations folks. Consolidating events into a single locations and providing view to the users have been the most commonly seen approach to provide the information necessary for operations in the operations centers.
There are handful of widely used patterns we see in the user interfaces when implementing the approach stated above: read more »
