Bidirectional Ticket Sync for IT Service Providers: Tools, Patterns, and the Operating Model that Scales

Bidirectional ticket sync moves incidents, statuses, attachments and SLA data between an IT service provider’s central service desk and each client’s ITSM in real time. The technical layer is solved. The hard part is the operating model around the tool, which is where they scale past customer #20 or quietly stop scaling at all.