Pirean Software
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 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 brings together the information from your enterprise infrastructure and automatically manages the incident and request lifecycle with your Service Desk. 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, monitored and managed.
Key features include:
- Support for industry leading IT Service Management suites - with correlation to ensure that multiple parts of an incident or request only ever generates one Service Request or Ticket.
- Support for IBM Tivoli Identity Manager - providing an automated correlation capability for Request, Authorise and Provisioning requests between ITIM and your Service Desk.
- Advanced capabilities to manage prioritisation, resolution group assignment and escalation.
- 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.
- Interfaces for Desktop and Blackberry devices, providing details of all current events, associated incidents, problems and service requests.
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 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.
For more details download Pirean's Introduction to SMIT PDF (232kb)
