Event Management for TOPdesk

Savision integrates any monitoring tool with TOPdesk to become more pro-active and stop incidents occuring.

TOPdesk ITSM and Savision

Unified Event Management

Savision integrates TOPdesk with SCOM, PRTG, Nagios, Microsoft Azure and Amazon Web Services (AWS) to optimize your IT service delivery, prevent problems, and reduce service downtime. We reduce alert noise and forward only critical end-user impacting issues into TOPdesk as an incident making your users more pro-active.

Savision shows the real-time status of business services and allows both IT operations and IT service management to see end-user issues before they call the service desk. By acknowledging and creating an incident proactively, it drastically reduces the number of end-user calls to the service desk and it also reduces problem resolution time by up to 50%. Root-cause analysis can be started immediately, and correlated issues can be highlighted whether they are end-user, application, or infrastructure related. This proactive use of monitoring information helps organisations mature their IT operations by aligning it with their existing TOPdesk investment.

For TOPdesk and Savision customers this means

Unified Alert Management: Savision centralizes all of your alerts and incidents into one simple to use interface. Search for related alerts and group them into unique incidents that can be created as a single Incident.

Service Mapping: Savision provides a great overview of your IT environment. It stores the devices and also all of the relationships that are discovered by TOPdesk or your monitoring tools. This dependency diagram shows how all objects are related to one another and helps to quickly analyze where a problem is coming from by drilling down to the underlying issue.

Incident Automation: Streamlined alert handling workflow between IT operations and IT service management and quicker resolution times. Intelligently group and ticket alerts based on service- and business-orientation to group as incidents and forward to TOPdesk. Receive bi-directional updates as progress is made towards resolution. Improve uptime through alert correlation and automated incident management.

IT Troubleshooting: Monitoring systems collect useful real-time troubleshooting information. Access to this information is often lost as incident tickets bounce around IT functional teams in search of resolution. Savision links back to the original real-time monitoring system that precipitated the ticket initially, eliminating repetitive troubleshooting with each team.

Functional Specifications

  1. All assets and services including all their properties, are retrieved.
  2. TOPdesk is the only ITSM system, we support, that can give us health states. When a Call is created and related to an Asset the asset is marked as impacted and we will show that as critical. All assets that are operational are shown as healthy.
  3. All relationships between the assets and between the services and related assets are loaded.
  4. All Calls are loaded from TOPdesk and shown as Incidents in the application.
  5. Calls can be created manually or automatically by the incident automation feature.
  6. Alerts from other systems can be linked to Calls and the Call state can be automatically updated when all alerts are resolved.

Combined Benefits

Increased up time – and faster time to resolution of incidents.

Improved change management – less outages due to out of date CMDB information.

Cost savings –  20% inbound call reduction and 30% less incidents.

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Savision puts your IT in focus by providing a smart layer on top of your existing IT management systems. It centralizes, unifies and ranks all your IT data, providing you with enterprise wide, search-based access from a single pane of glass.

Get started with Savision analytics today and start managing your IT infrastructures from a single-pane-of-glass.

topdesk

TOPdesk was founded in Delft, the Netherlands, over 20 years ago by 2 students who wanted to make a difference. Their goal was to help others improve their customer service – with software that is simple and easy to use.

Our solution helps you help your customers.