Overview
As a full-service IT provider, Kontron focuses on delivering the perfect customer experience. To ensure consistent high quality in ITSM/ESM, Kontron has extended the USU service solution with specific features.
With the SIAM Bridge module, Kontron provides a rule-based routing and mediation engine that enables ticket and message exchange with external systems. It allows communication with internal or partner systems directly via the “SIAM Bridge” application – without any programming, simply by connecting via REST, SOAP, or structured email.
Key functions:
- Interface implementation: All interfaces are configured directly within the USU ITSM/ESM solution, no programming required.
- Flexible message processing: Supports multiple message formats, transformed into USU ITSM format via XSLT.
- Protocol support: Messages can be sent via email, REST, or SOAP.
- Authentication methods: Supports Basic Auth, header-based, and cookie-based login APIs.
- Event-based messaging: Messages are sent automatically based on events (e.g., ticket status or assignment).
- Direct link to tickets: Every message is directly tied to its related ticket for full traceability.
Benefits
...fully configurable within USU ITSM/ESM, no coding needed.
...thanks to support for all message formats with XSLT transformation into USU ITSM.
...(Email, REST, SOAP) ensures future-proof integration.
...meeting highest security requirements.
...through event-driven automation.
...by directly linking all messages to related tickets.
Integration
Kontron SIAM Bridge provides seamless integration with USU Service Management: all interfaces are implemented entirely through configuration within the USU ITSM/ESM solution.
Kontron AG
Kontron Services, part of the technology group Kontron AG, is one of Austria’s leading IT service providers. As an independent system house, Kontron offers a comprehensive one-stop IT service portfolio including IT consulting, data center operations, workplace and POS management. In addition, Kontron provides SAP operations, digital signage solutions, IT product procurement & integration, enterprise service management and document management software solutions, as well as custom software development.