SERVICE MANAGEMENT INTEGRATION

Transform Service Management tools and procedures from multiple vendors into a single seamless operation.


Provide real-time status monitoring, reduce redundant tasks and eliminate customer service gaps.

Problem:

Organizations that run disparate Service Management systems need a single place to retrieve all information related to system errors, issues, problems and changes. While it may seem prudent to migrate all operations to a single Service Management platform, the organizational and technical changes–not to mention learning curve–needed to implement this, is a costly and disruptive process.

How to address the problem:

Implement an intermediary system that integrates the different Service Management tools, enabling communication, status tracking (with automatic notifications) and shared resources. This is achieved in two steps: 

  • Synchronize all configuration items (computers, network devices, software licenses, etc.) between the tools. 
  • Maintain ongoing synchronization of items, issues, problems, and changes across and between multiple systems. For example, an issue opened with one Service Management tool will automatically be opened on the other Service Management tools as well. 

Benefits:

  • Reliable performance statistics, including instant notifications in case of network failures
  • Service Level Agreement (SLA) conformance that can be demonstrated
  • Improved communication between all parties (user and admins)
  • Faster problem solving process due to improved communication and data availability
  • Full control of service delivery
  • Reduced operating costs
  • Increased IT flexibility and responsiveness
  • Consistent and assured governance and compliance 

Kelverion can deliver these solutions via the following products:

  • Ticket & DevOps Synchronization
  • CMDB Population
  • Operations Manager Routing and Remediation