The Service Management Connector creates a bidirectional connection between the Microsoft System Center Operations Manager (SCOM) and TOPdesk ITSM. Incidents are created based on the information in the alert and assigned to the correct groups and people.
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The Service Management Connector is used to integrate SCOM with the incident management process. Integrating both worlds has two advantages: the support engineer just has to focus on one list of incidents and the organisation gains insight into valuable information. The configuration of the Service Management Connector is flexible to give control about the degree of automated ticket generation.
The connector will help to streamline the completion of the alerts generated by the monitoring solution according to the incident management process used for all other reported incidents. The Service Management Connector works bidirectional: Alerts generated in SCOM will be visible in TOPdesk, and tickets that are being closed in TOPdesk will also be closed in SCOM.
BENEFITS
- Integration of SCOM 2012 / 2016 with the latest version of TOPdesk to combine the best of both
- Increased efficiency in alert handling
- SCOM alert information is added to TOPdesk incident cards, for example the source, severity, description and alert name
- The TOPdesk incident card number is added to the SCOM alert after ticket generation
- Directly open the corresponding TOPdesk incident card from the SCOM console
- A mapping file to specify how information from the SCOM alert is added to the TOPdesk incident card
- A SCOM management pack to monitor the correct working of the TOPdesk Connector
- No e-mails, scheduled imports and copy / paste actions are needed to integrate both solutions
- All default SCOM and TOPdesk functionality is supported like reports to get insight in the correlation between incidents and alerts
- The Service Management Connector creates a bidirectional connection between TOPDesk and SCOM
- Connect multiple sources with multiple ITSM environments
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