Pirean Software
Service Desk Integration made simple - SMBUS
One of the key challenges facing organisations today is how to bridge the gap between complex IT infrastructures and the Service Desk. SMBUS for Service Desk Integration provides an effective and transparent solution to bring your infrastructure components together to realise your vision of centralised control and management.
Pirean's SMBUS brings together the information from your enterprise infrastructure and automatically manages the incident and request lifecycle with your Service Desk.
Through the use of SMBUS' out-of-the-box integration capabilities you can easily combine and coordinate your enterprise management, monitoring and identity management infrastructures to deliver complementary well-integrated IT Service Management practices - helping your organisation more efficiently manage end-user requests and consolidate end-to-end management capabilities to increase the availability of your application, software and hardware infrastructure on which your business depends.
By enabling an automated, scalable and secure manager for messaging and integration across your infrastructure the SMBUS quickly provides the assurance you need that every incident and service request is automatically raised, correlated, monitored and managed.
Addressing the challenge of Service Desk Integration
SMBUS Service Desk Integration capabilities provide the ability to automatically exchange, track and coordinate service requests and tickets ('incidents' and 'problems') between your own, your customer's and your business partner's Service Management Infrastructures.
SMBUS advanced capabilities reduce the risk of manual error and improve efficiency through removing the need to manually create, track and maintain service requests and incidents across organisational boundaries (often handled by different service desk teams coordinating tickets via email or over the phone).
Winner - 2008 IBM Pulse Award for Business Partner Innovation
The Business Partner Innovation Award Winner at 2008's IBM Pulse Awards, the SMBUS has been specifically designed to provide businesses with an intelligent automated process to raise tickets and service requests within the Service Desk - based on accurate up-to-the moment request and system status taken directly from your infrastructure management platform - but without requiring any modifications to the management tools themselves.
Why is SMBUS right for me?
- A best-fit rules engine, allowing the application to make intelligent decisions on how to handle the same events from different systems.
- Automated synchronisation between the source systems and your Service Desk - ensuring problem resolution or request completion detail is updated at both points.
- Advanced capabilities to manage prioritisation, resolution group assignment and escalation.
- Packaged connectors for industry leading IT Service Management suites, including IBM Tivoli Monitoring (ITM) and IBM Tivoli Omnibus - with correlation to ensure that multiple parts of an incident or request only ever generates one Service Request or Ticket.
- Packaged connectors for IBM Tivoli Identity Manager (ITIM) - providing an automated correlation capability for Request, Authorise and Provisioning requests between ITIM and your Service Desk.
- Out-of-the-box support for industry leading Service Management platforms, including BMC Remedy, CA Service Desk, HP Service Manager and IBM Tivoli Service Request Manager.
- Out-of-the-box interfaces for Desktop, Apple iPhone and Blackberry devices, providing details of all current events, associated incidents, problems and service requests.
For more details download Pirean's Introduction to SMBUS PDF (360kb)
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