The MIP monitoring tool includes push & pull integration with ITSM incident management software, such as ServiceNow or Service Anywhere. In this post, Julien Castel, Product owner, explains benefits of information exchange betweet IT Supervision and IT Service Management. 


What is an ITSM tool?

ITSM (IT Service Management) is all the activities that enable IT resources to be managed. There are several key dynamics that are grouped together in specialized software: 

  • Schedule and manage changes to your system to minimize service interruptions.
  • Detect and resolve IT incidents to adopt a continuous improvement approach
  • Communicate to stakeholders (users, managers, support)
  • Manage your busgets and control supplier service levels

IT Supervision within ITSM

IT monitoring and troubleshooting (bugs, latencies, availability) are bricks of ITSM. They maintain a high level of service for users. Indeed, by detecting anomalies as early as possible, you reduce downtime (RTO) and guarantee an optimal business continuity! 

IT supervision is also used for the reporting of SLAs (Service Level Agreements), since it permits to report on the evolution of performance and availability of services. 

Combine IT supervision and incident management

The integration between ITSM incident tracking and and IT supervision solution therefore reduces the “administrative” time needed to successfully track incidents. It also provides relevant data to make the right decisions. If you use IT monitoring proactively, the solution will detect before the users that there is a breakdown in the service. It is therefore the IT monitoring solution and not your user that has to create the incident in your ITSM solution. Otherwise, the monitoring operator will have to replicate the information from the monitoring solution to the ITSM solution with all the risks involved: 

  • Imput error
  • Forget
  • Time shift in data entry
  • Accuracy

In this way, your monitoring fully integrated incident management and can inform your ITSM solution of any changes in the real status of the service.

Another benefit of this integration is the guarantee of a high level of quality of the IT supervision data. Thus, the SLA reporting is sharp and reliable, there is no duplication of work on incident resolution.

Detecting is good, fixing in the long term is better!

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