Routing and Remediation Solution for System Center Orchestrator

When infrastructure failures are detected, every minute matters. The Routing and Remediation Solution helps Operations Manager and Orchestrator customers move beyond basic alert-to-ticket creation by automatically routing SCOM alerts to the right support group, creating and updating service desk incidents, triggering diagnostics and remediation runbooks, and closing the loop when events or incidents are resolved.

Kelverion Routing and Remediation Solution is a packaged automation solution for Microsoft System Center Orchestrator and System Center Operations Manager. It provides ready-built runbooks that take SCOM alerts and automate the next steps: routing the incident to the correct support group, creating the service desk ticket, updating the original SCOM alert with the ticket reference, running diagnostics, triggering remediation and closing the alert when the downstream event or incident is resolved.

The solution can also forward SCOM alerts to enterprise event management platforms, helping organisations consolidate alerts before creating incidents and maintain a bi-directional flow of status updates. When an event is resolved in the event management tool or an incident is resolved in the service desk, the solution can pass that information back to Operations Manager so the original alert can be closed automatically

The Challenge: Manual Alert-to-Incident Ticketing Slows Resolution

Many organisations can generate incident tickets from monitoring alerts, but the process often stops too early. Tickets are commonly raised to a single service desk queue or first-line assignment group, leaving people to decide which team should own the issue. That manual triage introduces delay, inconsistency and avoidable operational risk

• Alerts can be routed to the wrong queue and bounced between teams before the correct owner is found
• Service desk analysts spend time manually interpreting alert details instead of progressing resolution
• Critical infrastructure issues remain open for longer, increasing the risk of service degradation or outage
• Hybrid environments and multiple event management tools make it harder to maintain a single operational view
• Manual updates between SCOM, event management tools and service desks create gaps in status, ownership and audit history
• Known issues may still require human intervention even when diagnostic and remediation steps are repeatable

Typical Automation Scenarios

• Automatically create service desk incidents from critical SCOM alerts
• Route Windows Server alerts to the Windows support team and SQL Server alerts to the database team
• Forward Operations Manager events to a central event management tool for a single operational view
• Synchronise resolved events or incidents back to SCOM and close the original alert
• Write the incident ticket reference back to the originating SCOM alert for traceability
• Run diagnostic checks for known issues and add the results to the incident record
• Trigger remediation runbooks to resolve repeatable faults without manual intervention
• Apply default and exception-based routing rules through configurable SQL tables

Benefits at a Glance

• Route Incidents to The Right Team Faster
  Use SCOM alert parameters and configured routing rules to direct tickets to the correct support group and priority
• Reduce Manual Triage
  Remove repetitive routing and update tasks from service desk analysts and operations teams
• Accelerate Resolution
  Trigger diagnostic and remediation runbooks automatically for known issues and update the incident with results
• Improve Operational Visibility
  Keep SCOM, event management tools and service desks aligned through automated status updates
• Close The Loop Automatically
  Detect resolved incidents or events and close the original SCOM alert without human intervention
• Protect Existing Investments
  Extend Operations Manager, Orchestrator and existing service desk tools instead of replacing them
• Support Hybrid Operations
  Consolidate events from multiple event management tools and improve consistency across complex environments
• Increase Consistency and Auditability
  Runbooks execute the same process every time and help maintain a clearer record of actions taken

Key Capabilities

• Automated Incident Ticket Creation
  Create incidents in supported service desk tools directly from SCOM alerts
• Configurable Routing Rules:
  Use SQL-based rules to determine assignment group, priority and routing based on alert characteristics
• Bi-Directional Status Synchronisation
  Update SCOM alerts when tickets or external events are resolved
• Event Forwarding
  Send SCOM alerts to enterprise event management tools where consolidation is required
• Diagnostic Runbooks
  Execute automated checks for known issues and record the outcome in the incident
• Remediation Runbooks
  Trigger repeatable corrective actions to resolve incidents faster
• Service Desk Integrations
  Base runbooks are available for tools including BMC Helix ITSM and ServiceNow, with additional integrations available
• Event Management Integrations
  Integrations are available for platforms including Nagios XI and SolarWinds

Why Kelverion?

Kelverion specialises in Microsoft automation and helps organisations extend the value of System Center Orchestrator, Operations Manager, Azure Automation, Power Automate, Logic Apps and PowerShell. With production-ready runbook solutions, a broad library of integration packs and practical implementation expertise, Kelverion helps customers automate cross-functional IT operations while continuing to use the service desk, monitoring and management tools already embedded in the business.

Kelverion can also provide a led installation and configuration service for the Routing and Remediation Solution, helping customers deploy the application, configure SCOM and service desk integrations, map alert fields to incident forms, establish routing rules and enable selected diagnostic or remediation runbooks.

Ready to reduce manual alert handling and accelerate incident resolution? Speak to Kelverion about the Routing and Remediation Solution for System Center Orchestrator and discover how quickly your team can move from manual alert-to-ticket processing to automated routing, diagnostics and remediation.