ONEiO solution consists of two main components: broker and adapters. Adapters handle the communication between ONEiO and specific ITSM systems transforming messages from a system-specific format to a general ONEiO format. Broker routes messages and maps data between source and destination systems. Most ITSM systems offer encrypted communications, so adapters will communicate with them in a tool-specific secure and encrypted way (typically HTTPS).
Communication between adapters and broker is always done using an encrypted TLS connection. The message data is stored into ONEiO database in encrypted form and kept secure by restricting the access to the database with access control mechanisms so that only authorized personnel (i.e. ONEiO operations team) can access it.