Solutions

BMC Service Desk Express Integration for Microsoft SCOM

Business Challenge

Mid-market companies who use Microsoft System Center Operations Manager (SCOM) to manage their systems need tight integration with their service desk to utilize the data collected by SCOM in a seamless manner. Manual creation and management of incidents in service desk based on SCOM alerts reduces resource efficiency and availability.

Business Need

• Provide seamless integration between SCOM and the service desk
• Ensure automatic creation and management of incidents in service desk based on SCOM alerts
• Prioritize incidents in service desk based on criticality of SCOM alerts to the business

Our Solution
Automatically creates and updates incidents in BMC Service Desk Express Suite when SCOM alerts are generated. This solution provides out-of-the-box packages that create pre-defined tickets in service desk for commonly occurring SCOM alerts that require attention. BMC Service Desk Express Suite also reports on the number and details of incidents created through SCOM alerts.

Key Features & Benefits

• Gives service desk complete visibility over issues related to other systems
• Reduces the volume of requests by acting as a channel for SCOM and the service desk for proactive identification and resolution of potential problems
• Reduces end-user downtime by automating integration between SCOM and service desk
• Provides you the ability to monitor the efficacy of the integration by reporting on incidents created through SCOM alerts
• Reduces Total Cost of Ownership as unlike custom integration services, it does not require additional effort with every patch update
• Prioritizes alerts using rule-based selective filtering to ensure the service desk is not flooded with incidents