Automation Solution for Operations Manager Routing and Remediation
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. This becomes even more complex when there are multiple Event Management tools to consolidate before creating Incident Tickets and you need to route those tickets to the correct support group for resolution.
The Routing and Remediation Solution automatically creates and routes the Incident Tickets based on Alert parameters. The interface is bi-directional so that when the Incident is resolved on the Service Desk Tool this is automatically passed back to close the Alert. It then executes automatic diagnostic and remediation Runbooks to update and ultimately resolve the Incident Ticket without any human interaction.
Routing and Remediation Features
Route tickets direct to correct support group
Run diagnostics for known issues
Automatically trigger remediation for known issues
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