IT Foundation Management and Service Management

IT Foundation Management performs an important role in the Service Management strategy, extending control and optimization over service tasks that are not covered by traditional service and performance management applications. The following diagram presents the relationship visually:

Incident Ticket Integration

Integration modules accept events such as Incident Tickets from traditional technologies in order to perform advanced root cause analysis, perform actual remediation, and dramatically reduce Mean-Time-To-Repair (MTTR). For help desk or service management applications, Incident Tickets can be round-tripped to close tickets.

Change Management

Actual remediation actions can be posted back to help desk or service management technologies as well. This allows users to capitalize on the benefits of the contextually-rich remediation environment afforded by ConsoleWorks, rapid (millisecond) detection, and knowledge base to leverage their traditional investments in Infrastructure management software.

Extended Event Capture

ConsoleWorks will note important events that traditional technologies don’t note including those generated by traditional unmonitored event sources, unsupported devices, and legacy technologies (such as OpenVMS). These events can be posted to traditional performance monitoring applications as desired to fill-in gaps in the performance management practice.