Three steps to faster, more accurate service resolution
- Eliminate manual incident creation. Incident tickets are triggered when events are detected by your performance management solution.
- Identify root cause and optimize ticket routing. Infrastructure performance issues trigger an incident ticket and associate it directly with specific configuration items in your configuration management database (CMDB).
- Understand and communicate business impact. If you’ve defined service or application models in your CMDB, incident tickets will be triggered whenever the availability of a particular business service is going to be impacted.