eG Enterprise Introduces the Ability to Integrate
End-to-End Monitoring with Multiple ITSM Systems

Previous versions of eG Enterprise limited the eG Manager integration to a single ITSM system such as ServiceNow ITSM, Autotask, JIRA or others. This limitation was particularly cumbersome for SaaS and MSP (Managed Service Provider) deployments where each tenant/customer may have had their own preferred ITSM system. Our latest release lifts this restriction. ITSM integration can now be done for a specific Organization, Organizational Unit, or even User. Alerts for only components associated with that entity are passed to the ITSM tool.

Previously all alerts from managed components would be raised via the ITSM integration. New options now allow the alerts sent to each ITSM to be limited to a subset of those components being managed. This means that in a Citrix environment the Desktop and App components can be sent to ServiceNow whilst the NetScaler (was ADC) issues can be sent to a JIRA system if the different teams managing those components have those difference service desk tool preferences.

The new release of eG Enterprise allows new possibilities:

  • Our MSP partners can now offer their individual customers the choice of which ITSM system they prefer.
  • Larger organizations who use multiple ITSM systems for different teams or regions have more options can use different ITSM systems for different teams to fit in with legacy or siloed choices.
  • Tickets that enter the organizations ITSM systems can be limited to critical infrastructure components only as appropriate.

Support for Additional ITSM Systems

Our latest version adds support for several new ITSM tools including: Freshdesk, ServiceNow ITOM, Salesforce, BMC Remedy and TOPdesk. Joining our existing support for:

Other alert integrations available include: email, SMS, Chrome Browser plugin, a Custom Webhook integration and the eG CLI integration.

Full Enterprise Grade Integration

Many monitoring tools offer only primitive, cursory, one-way ITSM integrations. An alert in the monitoring tool can trigger opening a ticket in an ITSM tool (often by sending an email) but beyond ongoing there is no functionality to ensure the alerts and tickets remain synchronized. This is usually insufficient for even most SMBs.

Typically, monitoring tools have IDs for alarms, while Service Desk tools have a different set of IDs for tickets. Full integration of the monitoring tool with the Service Desk tool involves mapping the alarm ID to a ticket ID. This mapping is necessary so that:

  • When a new alarm is generated, a new ticket is created in the Service Desk tool.
  • When an existing alarm’s status is modified, this change in reflected in the corresponding ticket in the Service Desk tool as well.
  • When an alarm is closed/cleared in the monitoring tool, the corresponding ticket in the Service Desk tool is cleared as well.

You can read more about how eG Enterprise ensures such deep integration to ensure monitoring alerts and service tickets remain synchronized in: Service and Help Desk Automation Strategies | eG Innovations.

ITSM integrations are just one part of eG Enterprise’s API ecosystem that enables a fully integrated modern IT platform.

Other new capabilities for ITSM integrations included in eG Enterprise 7.2 include the ability to include Detailed Diagnostics via the Webhook integration and send metric graphs to collaboration tool integrations such as Microsoft Teams and Slack. Full details of all new ITSM features are available in the product documentation.

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