New Integration Capabilities Between Ayehu eyeShare and HP Service Manager


Author: Yaron Levy

HP Service Manager is a service desk product that enables IT professionals to work as a unified organization governed by a consistent set of processes that are put in place to help manage service delivery and support, both quickly and efficiently. It allows users to simplify and consolidate service management functions via a powerful, single point of contact for all core IT processes, including but not limited to incident management. Now you can enhance these already impressive features by integrating your HP Service Manager with Ayehu’s eyeShare product. Here’s how.

The seamless integration of eyeShare IT process automation with HP SM enables the user to create, update and monitor tickets right in HP Service Manager, without any installation or changes to the HP SM server configurations. eyeShare’s agent-less architecture allows IT professionals to automate alerts, manage ticket resolution, and handle ticket closure right within the HP SM dashboard.

How It Works

The plug and play Integration Packs for HP SM use the HP SM Web Service and eyeShare listener to achieve the industry’s only integration method requiring minimum settings to your HP SM system. The eyeShare Integration Pack uses the appropriate web services to enable and configure the target HP SM server, enabling the Integration Pack’s functionality. It’s zero touch configuration that’s simple to implement and a breeze to manage.

Why It’s Beneficial

Without the eyeShare interface, HP SM can be cumbersome, requiring manual data entry and long service desk procedures. By combining the two, you will be able to create a closed-loop, automated process that accelerates incident management and resolution, and executes tasks across systems and environments via standard secured protocols.

With eyeShare for HP SM you can send, retrieve, and query tickets, as well as create, delete, or update tickets. For instance, at the click of a button, you can:

  • Create a New Record – Generate a new ticket in HP SM.
  • Close a Record – Close the specified ticket in HP SM.
  • Update a Record – Update any allowed field provided in the HP SM ticket.
  • Query Records – Return a list of filtered tickets.      

With the integration of eyeShare’s ITPA product with HP’s Service Management system, you’ll end up with a complete, comprehensive and highly efficient all-in-one solution for ticket management. Never worry about another request falling through the cracks or being mishandled again. Integrate your systems today.

Want to see the eyeShare/HP SM integration in action? Check out this handy video tutorial. You can have your systems merged in less than 5 minutes!

To get started right away, download your free trial of eyeShare integration pack for HP Operations Manager.





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IT Automation Trends: What to Expect in 2014 and Beyond

IT-automation-trends-2014It used to be that IT was a completely separate, almost stand-alone function in business. Each component existed in its own silo, working independently of others. Today, successful businesses realize that this fragmented, isolated approach to IT is not only dated, but it’s something that can ultimately damage the business in the long run. These forward thinking organizations realize that IT is the lifeblood of any business and IT automation is the glue that holds everything together.

The Rise of the Back Office

When it comes to automation, the back office is where most businesses start off. The reason is simple. Placing humans in charge of repetitive, manual tasks leaves a lot of room for error. Those errors can not only damage a company’s reputation but cost them profits as well. The simplest solution? Let technology do the heavy lifting, reducing error and freeing up personnel to focus on more business critical tasks.

Back office automation is here to stay. In fact, it’s expected to continue to grow as we push further into 2014 and beyond. This is because more and more organizations are recognizing how manual labor is not cost-effective, nor is it scalable. As your business grows, the need for these daily, repetitive tasks will likely increase accordingly. The question then becomes, do we hire more people or find a better solution? The answer to that question is increasingly becoming automation – across just about every industry.

Embracing Collaborative IT Automation

In years past, critical business functions like accounting were left to human workers. The idea was that having living, thinking beings with skills and analytical minds checking the numbers was the wisest choice. It’s becoming increasingly evident that this is not the case. In fact, when you factor in time, resources and human error, you’ve got a recipe for disaster. But we can’t simply turn over all of the important financial functions of a business to a computer, right?

That’s where the concept of collaborative automation comes into play. This combines the power, accuracy and efficiency of process automation with the importance of human input when needed. As part of this strategy, the automation process will run until the point at which a human decision is required. At that point, the appropriate parties are notified. They perform whatever task is required and then automation takes over again.

Cloud = Cohesiveness

Years ago, it would have been nearly impossible to imagine that there could be instant and cohesive consistency across all business functions. This is why we had the silo effect. Nowadays, IT automation has torn down the barriers that kept departments segregated, and allowed for the execution and coordination of every single business process, regardless of department, systems and applications being used and even geographic location. This is due to the rise of cloud technology and the way it goes hand in hand with automation.

This isn’t some fly-by-night concept, either. In fact, Gartner has predicted that by as early as the year 2017, more than half of enterprises in existence will have migrated to the hybrid cloud model. As this begins to transpire, the need for automation solutions will also begin to increase, since this is needed to most effectively connect cloud services, in-house applications and virtual activities. The result will be a completely unified approach to the entire business process, regardless of where or how they happen to be managed.

Self-Service Will Be King

Another trend we’re seeing is that of the increasing push to do more with less. Our society – both personal and professional – is becoming more and more used to getting whatever we want, whenever we want it and it’s something that people have come to expect. This on-demand attitude is making it difficult for IT professionals to keep up with the increasing demands. As a solution, businesses will begin to leverage more self-service options and more comprehensive IT automation tools, thus shifting ownership either to the end-user or to technology.

From a Business Standpoint

As automation begins to become more of an integral part of not just the back office, but all business functions across entire enterprises, the result will be greater standards of accuracy, accountability and speed. Costs will come down even as output and efficiency increase, and entire organizations will run more smoothly because all applications, systems, platforms and technologies will be working together cohesively. This will all lead to increased competitive advantage and ongoing success as we navigate the remainder of 2014, and well into the future.

Still not on the automation bandwagon? What are you waiting for? Don’t get left behind. Click here to start your free trial today. 





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Ayehu Names Raul Romanos of Cast Info As Latest Recipient of IT Automation Super Hero of the Month Award

RAULAyehu , leading developer and marketer of enterprise-class IT Process Automation software has named the newest recipient of its Super Hero of the Month Award. This month, the company has chosen Raul Romanos of Cast Info because of how he has leveraged IT process automation to both improve internal IT operations and boost customer satisfaction.

Raul was appointed by management to lead pre-sales for a new IT Automation product within the company. Prior to trying eyeShare, Raul and his team were finding it difficult to manage bi-directional communication and testing via SMS. It became quickly evident that these were key areas where improvement was needed. They began working with the eyeShare product in January 2014 and had officially rolled it out to the full environment, including SMS enhancement, by mid-March.

Since implementation, Raul’s team has been able to automate active directory password resets seamlessly via SMS interaction so that once a message is sent from a user’s mobile phone with a specific message, eyeShare matches mobile phone number and looks for that user within AD. The system than automatically proceeds with the password reset and sends an SMS message back with the new credentials, according to the pre-defined security directives.

“By improving our efficiency levels, eyeShare has allowed Cast Info to simultaneously improve internal IT services,” Raul comments. “Additionally, it has helped us to deliver a great value proposition to our customers when we are able to demonstrate its capabilities, either to those that are visiting our offices or to our field sales reps remotely. IT Automation has truly changed the way we do business at Cast Info and we couldn’t be more pleased.”

Ayehu’s Super Hero of the Month award was created and implemented as a way to recognize those in the IT industry that are harnessing the power of IT automation to benefit their organizations. Anyone who uses the eyeShare product is eligible to be nominated for the award.

About Cast-Info

Since 1993, Cast Info has been providing high quality, customer focused ICT solutions. A pioneer in the introduction of new solutions for information processing and communications, Cast Info’s mission is to create value and competitive advantage for its customers through a series of technological innovations that improve processes and business management. To learn more, please visit http://www.cast-info.es/web/cast-info/.

About Ayehu

Ayehu Software Technologies Ltd. develops and markets eyeShare, a lightweight, enterprise-grade product for unified incident management. Deployed at major enterprises and supporting thousands of business users, Ayehu eyeShare helps IT professionals identify and resolve critical incidents up to 90 percent faster, minimizing their impact to the business and saving time for IT operations teams. For more information, please visit www.ayehu.com





How to Get Critical Systems Back Online in Minutes