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Business Challenge
Mid-market companies who use Microsoft Operations Manager (MOM) to manage their systems need tight integration with their service desk to utilize the data collected by MOM in a seamless manner. Manual creation and management of incidents in service desk based on MOM alerts reduces resource efficiency and availability.
Business Need
- Provide seamless integration between MOM and the service desk
- Ensure automatic creation and management of incidents in service desk based on MOM alerts
- Prioritize incidents in service desk based on criticality of MOM alerts to the business
Our Solution
BMC Service Desk Express Integration for Microsoft MOM automatically creates and updates incidents in BMC Service Desk Express Suite when MOM alerts are generated. This solution provides out-of-the-box packages that create pre-defined tickets in service desk for commonly occurring MOM alerts that require attention. BMC Service Desk Express Suite also reports on the number and details of incidents created through MOM alerts.
Key Features & Benefits
- Gives service desk complete visibility over issues related to other systems
- Reduces the volume of user requests by acting as a channel between MOM and the service desk for proactive identification and resolution of problems
- Reduces end-user downtime by automating integration between MOM and service desk
- Provides you the ability to monitor the efficacy of the integration by reporting on incidents created through MOM alerts
- Reduces Total Cost of Ownership as unlike custom integration services, it does not require additional effort with every patch update
- Prioritizes alerts using rule-based selective filtering to ensure the service desk is not flooded with incidents
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Demos
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Related Links
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Trials
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