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Business Challenge
In many IT enterprises, IT operations management is tied to incident tickets. Problems are often discovered through IT management solutions or end-user calls. Merging event data from IT management solutions with a service desk solution, like Peregrine Systems ServiceCenter, improves efficiencies between IT Operations staff and the service desk. Without the automated integration of IT management solutions, event information must be converted into incident tickets manually.
Business Need
- Access to all problems from a single solution
- Reduce time between problem detection and notification to those responsible for fixing a problem
- Proactively initiate work on critical events through incident tickets
- Automate the creation of incident tickets from events
- Leverage existing technologies to promote proactive service desk management
Our Solution
BMC Impact Integration for Peregrine Systems ServiceCenter provides tight integration between BMC Service Impact Manager (BMC SIM) or BMC Event Manager (BMC EM) and the ServiceCenter Incident Management application. This product enables these BMC Software solutions and ServiceCenter to share full event and incident ticket status and update information, automates incident ticket creation, and enables improved IT staff and service desk problem communications.
Key Features & Benefits
- Enhances the effectiveness of ServiceCenter by providing access to BMC SIM or BMC EM events and service impact information
- Creates incident tickets instantly or manually in ServiceCenter for any or select events in BMC SIM or BMC EM
- Synchronizes changes in events and incident tickets in BMC SIM or BMC EM and ServiceCenter automatically and instantly
- Automatically represses duplicate ticket creation for like events from the same source through customizable criteria
- Enhances the effectiveness of BMC SIM or BMC EM through automatic or manual ServiceCenter incident ticket creation
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Brochure
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BMC Business School Course Catalog
(pdf)
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BMC Educational Services
(pdf)
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Datasheet
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BMC Impact Integration for Peregrine Systems ServiceCenter
(pdf)
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White Paper
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Swing into Business Service Management - Seven Strategies
(pdf)
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BMC Service Impact Manager Architectural Overview
(pdf)
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