Monitoring tool and service desk integration has been available for decades, however it’s not a consistent and produces mixed results. Done right the benefits are significant and include:
- Reduced business downtime
- Increased IT service quality and end user experience
- Optimized service desk and IT operations resources
- Improved fault-to-resolution reporting
I wrote a blog for the BMC community site that discusses the value prop and why IT organizations are starting to invest more time, effort and expense to make this work.