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SYSTEM INTEGRATION
Get it together

Organisations use a variety of technologies to deliver services for their customers. Technologies are selected based on functionality and cost to manage workloads across their domains – for a business of any size these might include CMS tools, identity and access, payroll, asset tracking, IT services, and knowledge management. Medium to large enterprises often maintain a portfolio of on-premises and cloud-based applications.

 

Of course, solutions designed for specific workloads don’t always get on as well as they should. It’s not unheard of for service desk staff managing onboarding requests to just email the SAP team with request details for payroll setup. This can introduce delays, impact KPIs, and (the worst thing) add unnecessary monotony to the working day.

 

To ensure that services serve, and workflows flow, back-end systems should work in concert with one another. Lida has a solid track record in helping clients knit systems together, whether on-premises, in the cloud, or a mix of both, to get them all singing on the same page.

This is not just an IT thing. HR departments love being able to click a button to push documents from their service management system into TRIM. Finance teams benefit when an employee can log their expenses claim in the self-service portal and have it automatically appear in SAP. Facilities can save time if that report of the broken chair in the boardroom can get sent straight to the maintenance team in MaintainX.

 But of course it is also an IT thing. Lida can help with things like Active Directory account creation, cloud server provisioning, granting access to applications and deploying software. We haven't quite got the drone army organised to automate the delivery of your new laptop, but give us a few minutes...

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Freshworks offers several AI-powered, omnichannel IT and Enterprise service management solutions that scale to suit businesses of all sizes.


This cloud-based platform focuses on streamlining processes, managing assets, enhancing collaboration between Finance, HR, and Legal teams, and improving employee experience and service delivery. Fully ITIL and ISO compliant with automation, integration and generative AI tools, Freshworks specialises in customer experience across industries. 

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Azure provides multiple paths for system  integration. These include Azure Logic Apps, .net and PowerShell SDKs, and the Azure REST API.

 

We’ve worked with these technologies to deliver solutions which include the automated provisioning of virtual machines and network infrastructure from self-service requests, confirmation of user roles for privileged access requests, and the configuration of new users' application access through Office.com to support onboarding processes.

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Azure DevOps pulls together software development, project planning, CI/CD and release management.

 

LIDA works with clients to integrate DevOps with customer-facing portals to create and assign work items to DevOps teams as app update requests or bug reports are submitted, keeping data in sync between service tracking and DevOps Kanban boards. As comments and attachments are added to portal tickets they are automatically copied into Azure DevOps in real time.

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Alemba Service Manager (ASM) provides a full-featured REST API, webhook capability, and outbound action tasks that can run custom PowerShell scripts and external executables. LIDA has found ASM to be a highly flexible integration platform which has enabled our clients to create calls, requests and configuration items in ASM from third party data and monitoring systems, obtain server details from Azure and Amazon Web Services (AWS), and log requests and calls from external sources such as SharePoint forms and Jira.

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LIDA has worked with many clients to integrate SAP with service management applications.

 

Consuming SAP OData services opens many possibilities for SAP customers. These include the ability to create, extend and terminate staff accounts from service requests submitted from self-service portals, or making a list of SAP cost centres available to route approvals through automated workflows.

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LIDA works with Atlassian customers to integrate third-party client-facing customer portals and automated workflow engines with their Jira implementations. 

 

Our Jira service is able to create and assign new issues from external sources in real-time, within seconds. We fully support field mappings, comments and attachments, as well as updates from Jira back into third party systems like ServiceNow, Alemba Service Manager and Azure DevOps.

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Active Directory and Azure Entra provide an enterprise-wide single source of truth for user and access management.

Third party platforms like ServiceNow, FreshService and Alemba Service Manager provide straight-forward functionality for maintaining users, roles, permissions and group memberships. LIDA works with clients to integrate with AD and take advantage of this functionality to automate requests to change groups, add/remove email distribution lists, and modify access to applications.

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ServiceNow has become ubiquitous in the IT Service Management space. As a result, it provides a standard way of working that ITSM professionals are familiar with, even when moving between organisations.

LIDA works with ServiceNow customers to integrate IT resources with ServiceNow streamlines by automating routine tasks and centralising operations, enabling communication between various IT systems and improving incident resolution times and overall service quality.

Case Study

Problems
  • Complex Active Directory Environment

  • Reliance on IT Teams' Manual Tasks

  • Multiple Firewalled Cloud Services

Solutions
  • AWS to Azure webhooks

  • On-premises hybrid runbooks

  • Automated updates to AD Data

Integrating data via HTTP through two separate cloud environments, as well as locally secured on-premises operations. Through this project the client has been able to fully automate several repetitive technical tasks.

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CONTACT US

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Lida Solutions

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