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The first step to dealing with infrastructure and application issues is to accept that they're an unavoidable reality in enterprise IT. The high cost of downtime that results from these issues causing service disruptions quickly gets the wrong kind of attention from customers and business executives — so IT teams are placing greater emphasis on rapid identification and resolution of issues before they impact internal or external customers. This requires IT Ops and IT service management (ITSM) teams to be closely aligned and able to seamlessly share relevant issue information.
The Zenoss-ServiceNow integration provides the shared resource for these teams to work together efficiently and effectively during service disruptions. Zenoss gathers and automatically populates relevant data into incident tickets, eliminating delays from manually gathering incident details and notifying other teams of service disruptions. The Zenoss hybrid IT monitoring platform enables a bidirectional, consistent information flow with key ticketing systems. The current, accurate and actionable information gives all IT teams the continuous data required to quickly begin the resolution process and address issues before disruptions occur.
-Mark Kennedy, VP of IT Operations, Surescripts
The Zenoss-ServiceNow integration is already helping enterprise customers worldwide:
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