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ServiceNow + VictorOps: Modernizing Incident Management


At VictorOps we’ve been fielding numerous requests for a ServiceNow integration and we’re thrilled to announce its availability. Companies of size are beginning to recognize that while ServiceNow’s “everything as a service” is incredible for many functions within a business, the asynchronous ‘ticketing-based’ system is no longer sufficient for modern development organizations.

In creating this integration, we focused on supporting the enterprise investment in ServiceNow and worked to respect existing workflows. VictorOps has provided a plug-in that can act as an out of the box incident management system, or work with existing “Incident” and “Problem” task workflows in ServiceNow. Our bi-directional integration ensures that ServiceNow may remain the ‘source of truth’ for the enterprise, but has the added value of providing a real-time incident management platform for those working to remediate problems.

The Integration

Automated Dialing & Escalation: We consider automated dialing and incident routing table-stakes for any incident management solution. You’d be surprised how many organizations still have a human dialing down a call-sheet when they are made aware of a problem. Modern incident management with VictorOps makes it easy for ServiceNow users to automate on-call dialing and escalation paths. Instrumented correctly, VictorOps helps the user ensure that the right person gets the right alarm every time, saving meaningful time in the remediation process.

Sophisticated Routing: By using business rules in ServiceNow, you can ensure that alarms that originate in SN route directly to the appropriate teams in VictorOps. VictorOps takes this a step further and allows ServiceNow users to more efficiently route alarms to teams that have the domain expertise to remediate the problem at hand.

Situational Awareness: Tickets may let you know of a problem, but they don’t provide you with any context about what’s going on with the entire system – or who may be available to help you remediate system issues. Even tools that help automate dialing with ServiceNow are simply not enough.

On-call users need an environment in which to solve problems where all of their system information is readily available, where they have direct line of sight to team members who can help in the remediation process, and where they can learn from the entire event. The VictorOps platform was built for these reasons – with the end-user (on-call person) in mind. This type of environment is critical in reducing MTTR.

Bi-directional Goodness: We also know that many companies want to capture information that happens in VictorOps in ServiceNow. With the VictorOps ServiceNow bi-directional integration, team members will be more efficient in solving problems than ever before, without interrupting established protocol in SN.

In modern businesses, development and IT moves quickly. Code is deployed often and systems are changing constantly. NOCs are having a problem keeping up because of this pace and traditional ITIL processes are being replaced with DevOps best practices. In this world, there is no time for a human to run down a call sheet and synchronous communication is required to remediate problems quickly. And for every minute that a service is down, the company is losing real revenue.

We look forward to supporting more enterprise customers modernize their incident management practices with this integration. As always, our support team is here to help you get started. Interested in checking it out? Email us with any questions!

The post ServiceNow + VictorOps: Modernizing Incident Management appeared first on VictorOps.

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VictorOps is making on-call suck less with the only collaborative alert management platform on the market.

With easy on-call scheduling management, a real-time incident timeline that gives you contextual relevance around your alerts and powerful reporting features that make post-mortems more effective, VictorOps helps your IT/DevOps team solve problems faster.