In this episode of the podcast, Jeff Johnson sits down with Dennis van de Peppel to unpack a custom integration Dennis built between ControlUp and Pure Service, a Norwegian ITSM platform used by ControlUp partners Weddle IT and Software One in the Nordics. Sparked by a partner visit to Oslo (and a language barrier that took some creative troubleshooting to overcome), Dennis used ControlUp's custom integrations and workflow module — no scripting required — to connect Pure Service tickets with real-time ControlUp telemetry through an MCP server, with Claude and Copilot Studio acting as the "man in the middle."

The result: tickets that auto-open when ControlUp detects an issue, get automatically enriched with root-cause analysis, hardware diagnostics, and recommended fixes, and stay updated as conditions change — all with a human still in the loop for any remediation. Dennis walks through a live example (a recurring app freeze on his own PC), showing how natural-language questions to Claude pull merged data from both platforms into a single, ready-to-work ticket, plus a combined dashboard for tracking tickets and events at a glance.

The build took just two days over a weekend, and ControlUp's product team is already turning it into a fully supported integration. The bigger takeaway: this same custom-integration approach means any ControlUp customer can connect the platform to their own ITSM tool and start automating ticket enrichment and remediation — no waiting on a native integration required.