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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




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?





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Ayehu Software Releases Integration Pack for SolarWinds

 

Ayehu Software Technologies Ltd., industry leading developer of enterprise level IT process automation solutions is pleased to announce the release of its integration pack for SolarWinds. This is the first out-of-the-box integration of its kind, offering enhanced performance and a tremendous savings to customers.

SolarWinds is a network monitoring software which allows users to detect, assess and resolve incidents, such as network outages. Although highly valuable, users of the product often become overwhelmed with incoming alerts and bogged down by the time-consuming task of incident management. eyeShare provides the perfect solution by automatically remediating network problems using remote execution of automated workflows.

watch a video tutorial about the eyeShare/Solarwinds integration:

When eyeShare is integrated with SolarWinds Orion, it provides closed-loop network management and IT process automation at one single point. Alerts generated by SolarWinds trigger eyeShare’s automated workflows. Each workflow uses bi-directional communication to update SolarWinds when it finishes remediating the problem. Events are then automatically returned from eyeShare to SolarWinds to close the loop and update the status – all without the need for any human interaction.

“Having direct access to ServiceNow and SolarWinds Orion has made integration between the two systems possible within an hour or two. Automating disk growth was the next big win. Even though this process is complicated, we were able to create a dynamic way to grow server drives while still communicating the details within our ITSM with updates and even feedback from a customer if more information is needed.”

Commented Alex Yaney of LexisNexis. “

 

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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





 

Tired of Being Overwhelmed by SolarWinds Orion Alerts?

Are you bombarded by alerts from SolarWinds® Orion?  Do alert storms force you into reactive mode, leaving you overwhelmed?

SolarWinds® Orion NPM is notorious for generating massive amounts of alerts, leaving you to resolve the underlying incidents manually or with painstaking scripting.  But what if you had a tool that could reduce the “noise” of numerous number of alerts and resolve those most important one automatically, freeing up your time for more important matters?

eyeShare from Ayehu is the industry-leading IT process automation tool that has a unique integration with SolarWinds® NPM & extends the value of your monitoring operation by automating the response & resolution of alerts.  Instead of resolving alerts manually or with complicated scripts requiring extensive programming skills, eyeShare empowers you and your team to deploy automated workflow process that allow you to:

  • Capture alerts to trigger process workflows and resolve network issues quicker
  • Acknowledge and make real-time decisions via two-way communication email and SMS
  • Integrates with your Service Desk like ServiceNow to create, update, & close tickets creating a closed-loop incident reasons procedure
  • Frees up your best staff members to focus on more critical big picture issues

Watch this video to see how easy it is to use the integration of eyeShare with SolarWinds® & create a closed loop process that remediates SolarWinds® alerts without any delays

Stop scripting & start automating – Download now free 30-day trial of eyeShare, and see how easy it is to automate incident resolutions in your own environment.





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