How IR Collaborate and ServiceNow Integration can benefit your business
"Why did the server go to the doctor? Because it had a bad driver!"
Okay, that may have been a bad joke, but the truth is that server issues and IT incidents are no laughing matter, especially in the telecommunications domain.
Alerts are a crucial part of any IT operation. They help IT teams stay on top of system performance, respond to issues in a timely manner, and ensure that end-users have the best experience possible. However, managing alerts and tickets can be a challenge, especially if you are a large enterprise customer or a Service Provider customer who are dealing with multiple sub-tenants.
IR as a Technology Partner with ServiceNow, always focuses on streamlining alert and ticket management. We help IT teams become more efficient and effective, while also improving end-user experience and reducing downtime.
In this blog post, I’ll explore the benefits of our ServiceNow integration and provide tips and best practices for managing alerts and exploring what’s new in the IR Collaborate Cloud Platform.
What is an alert?
Before we dive into the benefits of our integration, let's first define what we mean by alerts. An alert is a notification that a system or application is experiencing an issue that needs attention.
Alerts can be triggered by a variety of factors, such as system errors, performance degradation, or security threats. IT teams use alerts to quickly identify and respond to issues, often before end-users are even aware of them.
How it all started?
The use of alerts in IT operations dates to the early days of computing when mainframe computers would emit beeps or flashing lights to signal errors. As computing technology evolved, so did the ways in which alerts were managed.
Today, alerts are typically generated by software and can be delivered through a variety of channels, such as email, SMS, or push notifications.
However, managing alerts can still be a challenge, especially for IT teams that are dealing with large volumes of data. This is where the IR Collaborate Cloud Platform and our integration with ServiceNow can help.
Streamlining alert management with ServiceNow integration
Our two-way integration with ServiceNow enables IT teams to manage alerts and tickets from a single platform, without having to switch back and forth between systems.
- Alerts from the Collaborate Platform are automatically sent to ServiceNow, where they can be triaged and assigned to the appropriate IT personnel.
- Once the alert threshold is no longer met, we will send the close event to ServiceNow, which will be reflected in Service Now.
- After the manual verification when the Support Engineer provides acknowledged in the ServiceNow Collaborate platform will be automatically updated, and the ticket will be closed, providing real-time visibility into incident resolution.
Gone are the days of manual alert acknowledgments and status updates to be given in all the platforms.
Managing tickets for multiple sub-tenants in ServiceNow
For Service Providers , managing tickets for multiple sub-tenants can be a complex and time-consuming task. Our integration with ServiceNow simplifies this process, by allowing IT teams to manage all tickets from a single platform.
This reduces the risk of errors and improves efficiency, enabling service providers to better meet the needs of their clients.
Complexity made easy
At times, there could be one alert or event which could have created multiple tickets on the ServiceNow platform.
One ticket in the Collaborate Cloud Platform might result in many tickets on ServiceNow, based on how you setup the alerts in our platform.
In these cases, the alert in the Collaborate platform, remains open until all the tickets are closed from ServiceNow. And you can easily refer in our platform because the alert is open and how many more tickets to be closed in ServiceNow with the alert instance id.
Isn’t it cool?
Reducing downtime and improving end-user experience
Downtime can be costly and detrimental to your business's reputation. With our two-way integration, you can reduce the time to resolution for any alert, resulting in shorter downtime and better end-user experience.
By having all alerts in one place, our two-way integration with ServiceNow eliminates the need for duplicated effort and enables you to use the automation capabilities of the platform. This helps you to use both platforms efficiently, reducing the mean time to repair (MTTR) and minimizing the impact on your business operations.
This integration enables seamless collaboration across teams, allowing them to work together to resolve issues efficiently and effectively, reducing the overall downtime and improving end-user experience.