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Automated Alert Ticket Creation in ServiceNow Made Simple

service-now-logoMany organizations using a network monitoring system like SolarWinds, would like to automate ticket creation in IT Service Management tools such as ServiceNow for the alerts SolarWinds generates from incidents.

There is a simple approach to doing this by just having SolarWinds send an email or via http request with alert information about the incident directly to ServiceNow, which can then automatically create a ticket for that incident.  However, the simplest way of doing things, isn’t always the best way of doing things.

Using an automation tool like eyeShare, which integrates with both SolarWinds and ServiceNow, offers some distinct advantages over taking the email approach, which is purely a one-way communication process, that doesn’t let you do a number of other important things.

For example…

If you use the email approach to generating ServiceNow tickets, you cannot receive a confirmation that it actually worked. When you create a ticket in ServiceNow from a SolarWinds email, you have no way to confirm that ServiceNow even received the email from SolarWinds, much less created a ticket from it in ServiceNow.

However, by using eyeShare’s integration between the two, you can not only confirm that a ticket was created in ServiceNow, but you can also extract the ticket # & the name of the responsible technician assigned to the incident.  This information can then be propagated back to SolarWinds for cross-referencing purposes.

Furthermore, during the ticket creation process, eyeShare’s communication, notification, & escalation capabilities can be leveraged to dynamically assign ticket ownership in ServiceNow to an appropriate technician.

For instance, eyeShare can notify the relevant person to take ownership for a particular ticket via SMS, email,  and instant messaging.  If that person can’t be located within say 60 seconds (or however long is appropriate), eyeShare moves to the next person in the escalation hierarchy, and tries to notify them.  eyeShare can escalate to a specific name, or to whoever is currently on duty, or even to a group of people in order to ensure that no matter what day or time it is, the right person takes ownership for a particular incident.  You can’t do that with the email approach. In addition to that, the email approach does not allow for any data enrichment.

If you use the simple email approach to ticket creation, how do you map information from a SolarWinds alert email to a ServiceNow form?  You can either use complicated scripting, which then negates the simplicity of using the email approach in the first place, or you can stuff all the information into one field on the ServiceNow form.  That’s not exactly the best practice technique, and it neutralizes a big chunk of ServiceNow’s value for storing information about an incident.

With eyeShare integrating SolarWinds & ServiceNow though, you can populate multiple fields on ServiceNow forms accurately, and do so without requiring any scripting.

For example, eyeShare can not only take information about the incident and use that to create a ticket in ServiceNow, but it can also include forensic information like CPU usage, available memory, # of users logged in, etc. and put that on the ServiceNow ticket as well.

Another big drawback to the simple approach of emailing alert information to ServiceNow, is that it gives you no way to first verify that the alert is NOT a false positive, unless (again) you’re willing to start writing some complicated scripts (and now, suddenly the email method isn’t so simple anymore).

With eyeShare however, you can incorporate a verification process into the ticket creation workflow, and confirm that the alert is not a false positive before starting to remediate the incident.  And BTW – you can do that without any scripting too.

When you integrate SolarWinds with ServiceNow, the communications flow is bi-directional.  That not only means that Solarwinds alerts can flow automatically to ServiceNow, but it also means that tickets submitted in ServiceNow can cause a flow of automation to be directed back towards SolarWinds. 

As an example, let’s say that you have a maintenance work of 100’s of servers that need to be patched.  Normally, taking down those servers might trigger an alert storm in SolarWinds.  However, if you submit a ticket in ServiceNow requesting a maintenance activity request for these servers, and that ServiceNow ticket gets approved, eyeShare will see that approved ticket in ServiceNow’s queue and execute a workflow that (among other things), puts those servers on “maintenance mode” in Solarwinds & thus avoids triggering a storm of false alerts.

This comparison contrasts the benefits of using simple emails to automate ticket creation vs. using an automation tool like eyeShare.  The good news however, is that using eyeShare to do what’s described above is actually pretty simple too, thus providing a superior approach to automating ticket creation in ServiceNow.

Not sure where to begin? Simply download your free trial and start putting the power of automation to work for your company


IT Process Automation Survival Guide




Integrate Your ServiceNow ITSM with IT Process Automation

When it comes to cloud-based ITSM automation, one of the biggest players on the market today is ServiceNow. Yet many organizations remain hesitant to leverage this service due to the security concerns that come with cloud-based technology. The good news is there is a solution to this dilemma. eyeShare provides secure on-premise IT Process Automation that integrates seamlessly with ServiceNow, allowing businesses to use ServiceNow without sacrificing security and compliance.

watch our video demonstration:

How it works…

While ServiceNow provides a number of benefits to businesses, there a few distinct disadvantages as well. For instance, in addition to the security risk associated with its cloud-based environment, performing time consuming manual tasks and procedures are still a concern. By integrating the eyeShare IT Process Automation system with ServiceNow, you can create closed-loop automated processes as well as enhance and extend ServiceNow ITSM capabilities. Here’s an example:

  • eyeShare automatically opens tickets in ServiceNow in response to system alerts. Alerts can be received from one or more monitoring systems such as SolarWinds, Nagios, SCOM, Tivoli, HPOM, Splunk, and many others.
  • Before eyeShare opens a ticket, it executes pre-configured automated workflows to troubleshoot or even remediate the problem as needed.
  • With its ServiceNow pre-built activities, eyeShare can manage the incident, problem, and change life-cycle in ServiceNow with zero touch integration.
  • Finally, eyeShare updates the incident status with all relevant information, keeping all data for future review, and closes the ticket in ServiceNow, with no manual intervention.

eyeShare essentially becomes the direct connection between your monitoring system and ServiceNow, creating a seamless and efficient workflow. What’s more, eyeShare software is installed securely on-premise and subsequently integrated with ServiceNow using the standard available web service API’s, making it a much more secure and reliable alternative.

What can IT Process Automation integration with ServiceNow do for you?

With this type of integration and technology in place, your organization can accomplish such tasks as:

  • Automatically open, update and close tickets and query tables in ServiceNowIntegrate Your ServiceNow ITSM with IT Process Automation
  • Accelerate the reporting, escalation and resolution of incidents
  • Eliminate manual work and human errors
  • Ensure fully documented end-to-end processes
  • Reduce the amount of “noise” in the service desk
  • Enforce problem and change management procedures, such as ticket status changes and the additions of CMDB entries
  • Easily tailor and customize the integration with ServiceNow to your needs

How difficult is it to integrate the two systems, and how hard is it for the end-user?

Integrating eyeShare with ServiceNow is simple and seamless. What’s more, there is a very low-level learning curve for the end user. If anything, the added benefits that the eyeShare software offers are typically welcomed by IT professionals, as they are designed to make their jobs easier and much more efficient. Instead of manually managing service requests, they can focus instead on more important business-critical matters and further develop their skills to be able to grow within their careers.

Want to learn more?

Now you can download your own 30-day free trial to see for yourself just how our product integration can reduce problem resolution time, increase service availability, and improve overall IT operational efficiency for your business.





5 Ways to level up your service desk using it process automation




5 Reasons Why You Should Automate Incident Management

Incident ManagementIncident management plays a critical role in the ongoing success of any organization. This process allows businesses to quickly identify, analyze and address problems as quickly as possible so that normal business operations may be restored in a timely manner. While incident management is certainly not a new concept, unfortunately many organizations are still employing this process manually which can significantly limit its effectiveness. That said, here are 5 reasons why you should automate incident management.

1. Saves Time and Money

Because IT Process Automation significantly reduces manual effort, it subsequently saves time for each user that plays a role in the process. By automating simple decisions, your team is free to focus on other important business functions, improving productivity as a whole. The process itself is also expedited, which leads to a speedier resolution and an overall reduction in costs to restore normal business operations. Finally, automating the incident management workflow allows businesses to take a more proactive approach, thereby reducing the risk of future expenditure.

2. Improves Communication

A successful ITIL incident management process flow involves 4 key steps – detection, diagnosis, repair and recovery. In order to accomplish this, there must be seamless communication amongst everyone involved, particularly in the notification and escalation process. Manual incident management leaves tremendous room for miscommunication, which can lead to wasted effort and a delay in resolution. By employing IT process automation, your team will have access to bi-directional communication channels – such as email, phone, SMS, and IM – which allow personnel to actively take ownership of an incident and see it through to the recovery phase.

3. Centralizes Data Access and Control

In today’s mobile environment, being able to access information remotely is crucial. It is important that your incident management tools will provide a central dashboard to allow on-demand access to real time status reports, events documentation and statistical information. Whether your team is all in one location, or working together from across the globe, automating your incident management will make it simple and efficient for everyone to stay connected and informed throughout the entire process.

4. Improves Internal Planning and Organization

In order for incident management to be effective, management must be able to adequately plan and organize the process, from start to finish. Automation significantly improves the ability to do this by providing all of the tools necessary to maintain control over the resolution process. For instance, management is able to instantly identify who took ownership at each point during the incident management workflow, and can be promptly notified of any escalations, improving the chances of a timely recovery and resolution.

5. Streamlines the Resolution Process

One of the nicest things about automated incident management is that it drastically streamlines the entire resolution process. From timely notification and escalation, to providing those involved in the process with the ability to initiate automated corrective actions as needed, the entire process becomes integrated and organized for the best possible outcome. As a result, the availability of critical systems improves, as does the overall quality of service.

In addition to all of these points, automated incident management also reduces the risk of human error that is inherent in manual processes. As a result, your organization will see a significant improvement in communication, better access to centralized data, and a more streamlined and organized workflow, all while saving time and money. The question then becomes not “why should you automate incident management”, but why haven’t you yet?





eBook: 10 time consuming tasks you should automate




Ayehu is going to ‪Las Vegas for ‎knowledge15! Stop by booth #731 and meet us in person!

Meet ayehu team at KNOW15Will you be at ServiceNow’s Knowledge15 conference in Las Vegas this year?  It takes place April 19-24 at the Mandalay Bay resort, and Ayehu will be there as an exhibitor (booth #731) demonstrating our latest upcoming release of eyeShare™!  We’ll be revealing some innovative new functionality, so if you get the chance, please stop by booth #731 to check it out, particularly if ServiceNow is on your radar.

Many of Ayehu’s clients have deployed ServiceNow or are thinking about it, because ServiceNow is rapidly becoming the standard for cloud services that transform enterprise service management.  Since eyeShare™ integrates with ServiceNow (Calgary, Eureka, & Dublin versions), we are able to provide IT departments a closed loop process between their Service Desk application and network monitoring systems such as Solarwinds, Nagios, and Splunk.

Once a closed loop process is in place, automating the reporting, resolution, and closure of incidents within the ServiceNow ticketing system becomes a snap.

eyeShare™’s integration with ServiceNow ITSM lets you:

  • Automatically open, update, close tickets and query tables in ServiceNow
  • Leverage two-way SMS and email for event notifications and escalations
  • Accelerate the reporting, escalation, and resolution of incidents
  • Eliminate manual work and human errors
  • Ensure fully documented end-to-end processes
  • Reduce the amount of “noise” at the service desk
  • Enforce problem and change management procedures such as ticket status changes and the additions of CMDB entries
  • Easily tailor and customize integration with ServiceNow to your needs.

Hopefully we’ll see you at Knowledge15 so you can see for yourself how easily this functionality can be deployed on your own instance of ServiceNow.  Viva Las Vegas!

Meet ayehu team at KNOW15

ITSM Automation – Start Filling in the Gaps

ITSM AutomationThe nice thing about IT Service Management platforms is their comprehensiveness. Using a single, unified umbrella, you manage and integrate a range of best practices and service components – service desk, project and service portfolio management, incidents, change, configuration management and more. All of which helps to ensure that your services stay aligned with your business requirements.

But the wealth of functionality, combined with the need to support the unique processes of each organization, brings with it a challenge – filling in gaps. Beneath the wide ITSM umbrella, you’ll find that data that needs to flow from one system to another requires some human intervention or verification; such as a service desk request for a server restart that cannot be fulfilled because it first requires an authorization in the system.

ITSM Automation is a key functionally to filling in these gaps

So despite the all-inclusive ITSM approach, there are still gaps between data silos, resulting in manual work, or inefficient, slow processes. IT process automation lets you fill these gaps to accelerate processes and improve interaction between data silos. If this sounds too theoretical and farfetched, here are two pragmatic customer examples that illustrate this point.

Filling the Gap – Automate Incident Management

A healthcare organization was using full-time help desk staff to capture alerts from the monitoring system (SolarWinds) and then decide if to open trouble tickets in Service-Now. With IT process automation, the IT team can manage alerts from the SolarWinds to automatically open and update incidents in ServiceNow. The team also added some automated workflows to troubleshoot the problem and then update and close the tickets.

Filling the Gap – Automate Change and Fulfillment

A financial customer operating across multiple geographical sites was struggling with a slow response for service request fulfillment. IT personnel would open a change request in JIRA, but even if the resolution was quite simple,  the response time was still extremely slow. With IT process automation, a request in JIRA (for example, a request to restart a remote service) triggers an automated workflow, which immediately sends an email to the service owner. Upon his approval, the workflow fulfills the request (e.g., restarts the service), and updates the JIRA ticket.

eBook: 10 time consuming tasks you should automate




How to integrate SolarWinds with ServiceNow in less than 5 minutes

A while back, we shared some helpful tips on how IT process automation can be integrated seamlessly with ServiceNow. This program, along with its counterpart SolarWinds, are holding firm as leaders of the pack when it comes to network monitoring and IT service management systems. Ayehu is pleased to announce that you will now have the ability to integrate v  both of these systems with our eyeShare product for even more enhanced alert and service ticket management.

How it works…

Integrate SolarWinds helps to manage the alert management piece of the puzzle, with eyeShare providing a way to close the loop in the process. Incoming alerts from SolarWinds automatically trigger workflows in eyeShare, which are then returned and updated upon successful execution. ServiceNow comes into play on the service ticket end of things. When integrated with eyeShare, incident management becomes more accurate and efficient because reporting, resolution and closure is all automated.

You can view a step-by-step video tutorial on how to integrate eyeShare with both SolarWinds and ServiceNow in less than 5 minutes:

 

The integration of all three systems…

eyeShare extends SolarWinds’ network performance monitoring capabilities using its out-of-the-box, two-way integration. You can execute project workflows triggered by SolarWinds alerts to respond to and resolve issues faster. After integrating these two systems together, you can then also incorporate the next step, which is the ticketing process through ServiceNow. When SolarWinds identifies an incident, an alert is automatically generated and sent to eyeShare. This alert triggers an automated workflow to be activated. Part of the workflow involves verifying if there is, in fact, an incident that warrants an action. If there is, eyeShare will automatically open a ticket in ServiceNow. Once the incident is resolved, the alert will disappear from SolarWinds, the ticket in ServiceNow will be closed and the incident will be closed in eyeShare.

 

Advantages…

By integrating eyeShare with SolarWinds Network Performance Monitor (NPM) and automating cross-platform IT tasks in an easy and intuitive way, you can:

  • Reduce resolution time
  • Cut down on ‘noise’ of alerts
  • Better manage the reporting, escalation and resolution of critical incidents
  • Deploy important changes
  • Ensure fully documented, end-to-end processes

Forward-thinking enterprises are seeing the value in using both SolarWinds and ServiceNow to help better manage the alert and ticket management processes. eyeShare now allows you to get even more out of these solutions by integrating all three systems together. The result is improved performance and a much higher level of service across the board. Ready to maximize your incident management procedure by integrating with SolarWinds and ServiceNow? Get started today!





IT Process Automation Survival Guide





 

Integrating ServiceNow ITSM with IT Process Automation

We’re excited to release our new integration between eyeShare IT Process Automation software and ServiceNow ITSM

If you’re familiar with the ServiceNow ITSM ticketing system, you know about incident management. Well, the eyeShare integration adds automation to the reporting, resolution, and closure of incidents. Instead of manual data entry and service desk procedures, you create an automated process that accelerates incident management and resolution.

Integrating ServiceNow ITSM with IT Process Automation

Here’s a brief description of how the integration with ServiceNow works:

  • eyeShare receives alerts from monitoring system such as SolarWinds, Nagios, SCOM 2012 etc., and then automatically opens tickets within ServiceNow.
  • eyeShare executes automated workflows to troubleshoot the problem, and then updates the incident status or if necessary it will remediate the problem and close the ticket in ServiceNow after successful closure.

Want to learn more? Take a look at our ServiceNow integration and watch the video below to see the 3-way integration example between eyeShare, SolarWinds, and the ServiceNow ticketing system.



5 Ways to level up your service desk using it process automation