Organizations invest in ServiceNow as part of a transformation toward a service- oriented culture, where IT can shift from a focus on maintenance toward a focus on meaningful innovation. Unfortunately, the proliferation of multiple monitoring and management tools is holding them back due to a lack of standards, endless integration and configuration chores as well as fragmented visibility. This doesn’t have to be the case.
The latest expansion in the integration between FireScope and ServiceNow enables organizations to achieve a global, cloud-based platform for IT comprising tightly integrated incident management, real-time service performance management and predictive analytics.
The FireScope/ServiceNow integration is based on an Event-driven model that offers customers complete control over their preferred level of automation. Specifically, FireScope has extended its capabilities around event notification to include the ability to utilize web service integration to automatically generate Incidents in ServiceNow. Once a ticket is generated in this way, a bi-directional flow of data enables synchronization of notes and comments regarding the incident between both solutions, maximizing the information operators have at their disposal to resolve the incident quickly and effectively.
FireScope continually monitors the affected technology as well as ServiceNow for any change to the situation. If FireScope detects normal operating conditions have been restored, it has the ability to automatically close the Incident in ServiceNow, avoiding unnecessary work. Conversely, if a user in ServiceNow closes the Incident, FireScope will automatically reset the event in question and capture closing notes. This provides more automation and enables greater efficiency for all operators involved.
In a normal data center, thousands of events can occur daily. Many of these can be safely ignored; others may be the precursor to millions of dollars in potential losses. Identifying the latter and ignoring the former is critical to efficient, business-aligned operations, and FireScope was designed with this in mind.
By aligning your technology assets by their business service, and correlating performance and events with key business data and quantified user experience metrics, FireScope can abstract only those events that truly have an impact on the business and prioritize them based on the potential risk factors. This ensures that ServiceNow users are not deluged by tickets that distract from business priorities.
Due to the fact that both FireScope and ServiceNow are based on modern, cloud-era architectures, integration between the two is in reality tighter than that found in Big-4 solution suites. This is largely due to the fact that traditional enterprise suites are a blend of divergent technologies based on various acquisitions. This also radically simplifies configuration down to a single web-based form to supply credentials for your ServiceNow instance, eliminating the need for arduous and expensive professional services engagements and vendor lock-in.
In addition to the tactical benefits of the FireScope/ServiceNow integration, FireScope’s built-in reporting and analytics capabilities can leverage the wealth of data entered in ServiceNow to provide CIO’s and IT leaders with a deeper understanding of the health and performance of their critical services. From dashboards comparing ticket status with real-time event status to historical analysis of the business impact of multiple incidents, you have at your fingertips the actionable intelligence you need to plan and budget in a way that’s tightly aligned with the business and its goals.