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IT Operations teams have runbooks they follow when problems occur. These runbooks provide a set of procedures and practices that they should follow for:
Incident management systems allow problems to be recorded and analyzed from opening to closure. Analysis of incidents can reveal how IT operations can be improved to provide faster diagnosis, more accurate resolution, and reduce MTTR.
The integration of performance monitoring and incident management helps make IT operations effective and efficient:
Therefore, automated incident management is a requirement for efficient and effective IT operations.
The ROI of eG Innovations exceeded our expectations. Not only did we get those chargebacks reduced, we also benefitted IT as a whole because help desk tickets weren't created and time management was a lot better-- we weren't spending hours trying to pinpoint issues, we could reallocate those resources to other, more important activities.
ServiceNow provides a full-fledged enterprise IT cloud solution for Information Technology Services Management (ITSM), Information Technology Operations Management (ITOM), and Information Technology Business Management (ITBM), thereby allowing organizations to streamline IT service delivery and increase agility.
eG Enterprise is a world leader in converged application and infrastructure monitoring, providing solutions for user experience management, automated diagnosis, and intelligent analytics to solve some of the biggest IT performance challenges of today.
The eG Enterprise integration with ServiceNow ITSM allows organizations to quickly identify and resolve performance issues at both application and infrastructure levels. The integration also helps eliminate silos and align IT teams to enable faster incident identification and resolution.
The eG Enterprise - ServiceNow ITSM integration systematically ensures that application and infrastructure administrator(s) get alerted whenever there is a deviation in the norm, thereby creating automatic tickets based on severity levels. For instance:
This way, IT administrators can continue to handle incidents and follow workflows in ServiceNow but will have visibility to the entire IT ecosystem monitored by using eG Enterprise. Integration with ServiceNow ITOM is also supported to allow analysis and correlation across diverse monitoring tools.
When a user notices and complains about a problem, troubleshooting can take several hours and numerous bridge calls. The troubleshooting process is manual, time consuming, and expensive. Empowering IT teams with proactive alerts about performance issues is an easy way to reduce IT support costs.
eG Enterprise's auto-baselining capability makes it possible for IT Operations teams to track normal performance trends in the infrastructure. When any deviations from the norm are detected, incidents can be created in ServiceNow ITSM to get IT personnel to track and resolve these abnormalities quickly before they become service impacting. This proactive approach to IT monitoring and management results in reduced tickets to the helpdesk and improves service uptime and user experience.
The eG Enterprise - ServiceNow integration integrates the best monitoring platform with the leading ITSM platform for integrated incident management. Most IT infrastructures today are heterogeneous and multi-vendor. eG Enterprise's universal monitoring technology provides the broadest coverage in the industry with support for 200+ applications, 20+ storage devices, 10+ virtualization platforms, 10+ OSs, and much more.
Through a web console, IT teams can gain visibility to all aspects of IT performance including user experience, business transactions, service availability, resource usage, and capacity constraints. This Swiss Army knife approach of eG Enterprise ensures that organizations have no visibility gaps and coupled with intelligent incident management by ServiceNow ITSM, it helps organizations align IT to best meet the business needs.
ServiceNow is a cloud-based software as a service (SaaS) solution for incident management and support. ServiceNow ITSM solution is a set of workflows and tools used to handle incidents, service requests, problems and changes. ServiceNow ITOM enables organizations to gain visibility across infrastructure and apps, maintain service health, and optimize cloud delivery and spend.
eG Innovations has been named as a Top 10 Global Vendor for Continuous Application Performance Management by Research in Action in the 2019 CAPM Vendor Selection Matrix™.