Pirean Software
Make ITIL Actionable with Pirean's Service Management Integration Tool
One of the key challenges facing organisations today is how to bridge the gap between complex IT infrastructures and the Service Desk which underwrites your IT Service Management vision. Without an effective and transparent solution to bring these components together you'll inevitably fail to realise your visions of centralised control and management.
Pirean's Service Management Integration Tool (SMIT) brings together the information from your enterprise infrastructure and automatically manages the incident and request lifecycle with your Service Desk.
Through the use of SMIT's out-of-the-box integration capabilities you can easily combine and coordinate your enterprise management, monitoring and identity management infrasructures to deliver complementary well-integrated ITIL aligned 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 Service Management Integration Tool 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
SMIT's 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.
SMIT's 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 Service Management Integration Tool has been specifically designed to provide businesses with an intelligent automated process to raise tickets and service requests within the Service Desk - helping you to achieve ITIL aligned best practice for IT Service Management. The tool provides an out-of-the-box capability for 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.
Key features include:
- 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 - adopting an ITIL aligned model for Incident, Problem and Change Management.
- 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 provide event flood protection and 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, HP ServiceCenter and IBM Tivoli Service Request Manager.
- Out-of-the-box interfaces for Desktop, Apple iPhone, Apple iPad and Blackberry devices, providing details of all current events, associated incidents, problems and service requests.
For more details download Pirean's Introduction to SMIT PDF (232kb)
