ServiceNow Incident Integration with
eG Enterprise

Create and update incidents in ServiceNow automatically based on eG Enterprise's analysis of server, network and application health. Accelerate resolution times and improve customer satisfaction for your user-centric teams.

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Making Incident Management Automatic

IT Operations teams have runbooks they follow when problems occur. These runbooks provide a set of procedures and practices that they should follow for:

  • Determining who is responsible for a problem
  • Alerting them in the preferred manner (email, SMS, etc.)
  • Performing additional diagnosis, escalation if MTTR exceeds their SLAs, etc.

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.

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Automated Incident Management Necessary

The integration of performance monitoring and incident management helps make IT operations effective and efficient:

  • Without a tight integration, the process would be people dependent. An IT administrator has to manually analyze alerts in a performance monitoring solution, determine which ones have not been mapped to incidents, determine when and why an incident has to be created, etc.
  • A manual process is time consuming. Also, human errors may occur and can result in problems being missed or not being addressed in a timely manner.

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.

Peter DinhSenior Virtualization Engineering Lead, eBay Inc.

eG Enterprise ServiceNow ITSM Integration for Automatic Incident Management

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.

Monitor CPU usage as part of the incident management process

How eG Enterprise and ServiceNow Integration Empowers IT Operations Teams

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:

  1. If there is an application response slowdown detected, an alert is created in eG Enterprise.
  2. Through the eG Enterprise - ServiceNow integration, an incident is automatically created in ServiceNow.
ServiceNow helps manage alarms.
  1. When eG Enterprise determines that contention in the database tier is the root-cause of the issue, it automatically downgrades the priority of the application response problem and updates the ServiceNow incident accordingly.
  2. A new incident is created in ServiceNow to reflect the database contention issue.
  3. When the root-cause of the issue is addressed, eG Enterprise automatically closes the incidents it creates in ServiceNow.

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.


Reduce Helpdesk Tickets Using Proactive Monitoring and Smart Incident Management

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.

eG Innovations provides easy to read incident management dashboards.

The Swiss Army Knife Approach for Application and IT Infrastructure Monitoring

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.

eG Enterprise collects important performance metrics

The eG Enterprise and ServiceNow Integration Benefits DevOps Teams

  • Get full-stack visibility with eG Enterprise and automate incident management with ServiceNow ITSM to streamline IT operations.
  • Integrate with ServiceNow ITOM and enable correlation across domains. Facilitate a common view of IT performance and minimize troubleshooting effort and time.
  • Automate DevOps workflows, gain insights, and remove bottlenecks at every stage of the software lifecycle (plan, develop, build, test, deploy, and operate).
Devops cycle

What is ServiceNow?

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: A World Leader in APM

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™.

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  • Works on cloud environments, hybrid-cloud setups and on-premises deployments
  • Deploy eG Enterprise using our SaaS platform or on-premises
  • Suitable for monitoring applications, digital workspaces and IT infrastructures
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