Operations Manager Routing and Remediation Application

One of the biggest Service Management challenges for any customer is the need to create Incident Tickets in a Service Desk when new failures in the infrastructure are detected.

Typically most automated Alert to Incident Ticket creation solutions, raise all tickets to a single point of contact with a service desk tool. Then it is up to a human to route these to the correct support group, this can make getting the right alert to the right team a challenge. Manually re-directed alerts can often end up being bounced around support teams, until the correct support owner is found.

This delays the issue being looked at and puts the service in question ‘at risk’ of failing. Therefore, customers are looking to be more advanced and instead of just raising Incident tickets in their Service Desk they want to automate the routing of these tickets to the correct support group. Customers are increasingly wondering how to achieve this in a hybrid environment or where they may have multiple Event Management tools they want to consolidate before creating Incident Tickets.

The Routing and Remediation Application provides Runbooks to automatically route Incident Tickets based on SCOM Alert parameters and also Runbooks to forward SCOM Alerts to another Event Management tool to give a single pain of glass for all events. The interface is bi-directional so that when the Event is resolved on the EM Tool this is automatically passed back to close the SCOM Alert.

Event Management Tool Integrations are available for:

• BMC BEM, ProactiveNet and TrueSight
• CA Spectrum
• Cisco Prime Infrastructure
• HP Operations Manager
• Nagios XI
• Solarwinds

Once an Event is in SCOM the Routing and Remediation Application routes Incident Tickets based on SCOM Alert parameters. It then executes automatic diagnostic and remediation Runbooks to update and ultimately resolve the Incident Ticket without any human interaction.

It is simple to configure the application to your chosen service desk, as the application has base runbooks ready for the following service desks:

• BMC Helix ITSM
• CA Service Desk
• ServiceNow
• HP Service Manager

Additional integrations are available for:

• Atlassian Jira
• BMC RemedyForce

You can configure the application re-direction rules within the provided SQL table, to allow you to customise where specific incidents should be directed and at which priority level.

Application Features:

• Event forwarding
• Automatic Incident Ticket creation
• Provides the ability to route tickets to correct support group
• Automatic update of the SCOM Event to record the Service Desk Ticket ID
• Monitoring of the target tool to detect resolved items and mark the original SCOM Alert as Closed
• Provides the ability to run diagnostics for known issues and updates the Incident Ticket with the results
• Provides the ability to automatically trigger remediation for known issues