why service desk integration is no longer an option

Integration between monitoring tools and the service desk has been something available for decades, however it’s not been something that has produced consistent, successful results. The challenges are numerous but two of the most common are too many monitoring tools sending event data to the service desk and the need for IT operations and the service desk administrators to work close enough to ensure events are processed effectively. However with the challenges addressed the benefits are significant including;

  • Reduced business downtime
  • Increased IT service quality and end user experience
  • Optimized service desk and IT operations resources
  • Improved fault-to-resolution reporting

I have written a blog in the BMC community site that discusses this age-old value prop and why IT organizations are starting to invest more time, effort and expense to make this work.

why service desk is no longer an option



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