IncidentMonitor, network management / service desk integration

IncidentMonitor� Network Management / Service Desk Integration

IncidentMonitor�'s Network Management interface enables you to easily integrate the Service Desk and your network management tools. IncidentMonitor� provides an open interface for integration through its extensible object model, XML or e-mail interfaces.

This enables your network management events to be easily processed/consumed by IncidentMonitor� and immediately/automatically enveloping the events into IncidentMonitor�'s leading Service Level Management engine. Elevating the awareness of these events from the typical hardware SLA's and integrating them into the overall business processes which these events support (management and end users love this!).

Network Management events can be configured to automatically create requests, update requests and/or create white board items within the Service Desk for immediate notification to the end user community. With its extensive object model interface you can even intergrate your own custom logic and eventing to occur.

IncidentMonitor™ Network Management Flexibility

The Network Management interface provides many avenues for easy integration of any off-the-shelf Network Management Tool and the Service Desk within IncidentMonitor�. Our approach is to elevate the awareness from simple hardware SLAs to a more comprehensive Business Service Management (BSM) approach through our Asset Management (CMDB/CI) associations and Service Matrix.

All options for complete management of the event within IncidentMonitor�, are available - for example:

Notifying the appropriate individual,

SLAs and OLAs defined to manage the event,

Assignment of the event

And workflow required to manage the event over its lifecycle.

automatic association of the network node which caused the event to the request, enabling direct impact assessment for other business processes

IncidentMonitor� Network Management will manage updates from the monitoring system to consolidate, disregard or close the request/white board created.

IncidentMonitor� Network Management Software Features

Quickly integrates with any event monitoring solution such as Tivoli, IBM Director, Snappimon, Solar Winds etc..

Unlimited number of monitoring network management event systems possible

Complimentary SCOM connector for bidirectional communication

SCOM / Service Desk Integration

Flexible rules to support assignment, notification and required workflow to resolve an event

Events will be consolidated, archived or closed based on information for the event

CIs (such as a service or system) can be associated with the request

Out of box metrics reports are available. Reports can be can be scheduled to be executed and emailed/filed

John Packard, Novartis Pharma - 'IncidentMonitor is an innovative solution for service management processes. It is particularly powerful due to its high level of configurability which enabled it to be fully integrated into our processes and our Intranet. I doubt we could manage without it now.'

Christine Mincy, City of Maryville, TN - 'We manage a network of 1850 PC's and 40 servers. Last year, approximately 2500 calls for service were received. The Incident Monitor system allows us to prioritize calls, organize staff work flow, manage the service process, and ultimately provide a higher level of customer service.'

Jerry Streisel, PotashCorp - 'If you are looking for an ITIL compliant service desk application that is easy to install and use by both the users and the service desk staff, look no further than IncidentMonitor. It has everything you need and is easily customized for your needs, but its most exceptional quality is the outstanding customer support that is provided. '

Peter K. Kardel, CleverDucks - 'Incident Monitor has been the vital infrastructure that has supported the quadrupling of our company. Even though we have grown the depth and breadth of our offering, service higher tier clients and grown our team, Incident Monitor have easily extended to meet our need. The product is very well designed. We seem to only have scratched the surface of what it can do. Our automation team, along with the superb support of Monitor 24-7 Tech Support, continues to impress our production group with the power of Incident Monitor by continually delivering productivity enhancements. Incident Monitor has been an excellent choice for our management system, but the partnership with the Monitor 24-7 team has truly exceeded our expectations!'