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3 ways to get rich service tickets

NimishShelat ‎07-15-2014 08:00 AM - edited ‎09-27-2015 08:47 PM

Information is power, and the quality of information you have at hand impacts your ability to take the right action.


This certainly applies to IT service ticketing. Let’s take a brief look at some the ways HP Operations Orchestration (OO) can enhance service tickets by providing more information to HP Service Manager (SM) or a third-party tool.


In the IT environment, enriching a ticket requires querying multiple sources, especially the CMDB. Because OO coordinates automated tasks across teams, tools, and environments, in many ways it is already perfectly set up for the task.


How it works


Let’s say an alert comes into HP Operations Manager (OM), but before opening the SM ticket, you want to gather data from the repository of a non-HP product or do some type of correlation.


Or, in order to open a SM ticket, the data for the custom-built fields is required, such as asset information. This information could be available from an asset database, but OM might not have it or cannot pass into the ticket. In such cases, OO can query the repository for the required information.


In addition, before assigning a ticket, OO looks up CMDB timetables for when to page and whom to page.


HP OO’s automation capabilities greatly enhances how OM and SM integrate, and provides essential high quality information to your service ticketing processes.


Experience HP Operations Orchestration NOW!

The new HP Operations Orchestration Community Edition is a free download of the platform with out-of-the-box content packs for automating incident remediation. Designed for easy self-installation, you will be able to begin experiencing within two hours the power of IT process automation and IT operations orchestration.


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About the Author


Nimish Shelat is currently focused on Datacenter Automation and IT Process Automation solutions. Shelat strives to help customers, traditional IT and Cloud based IT, transform to Service Centric model. The scope of these solutions spans across server, network, database and middleware infrastructure. The solutions are optimized for tasks like provisioning, patching, compliance, remediation and processes like Self-healing Incidence Remediation and Rapid Service Fulfilment, Change Management and Disaster Recovery. Shelat has 23 years of experience in IT, 20 of these have been at HP spanning across networking, printing , storage and enterprise software businesses. Prior to his current role as a Manager of Product Marketing and Technical Marketing, Shelat has held positions as Software Sales Specialist, Product Manager, Business Strategist, Project Manager and Programmer Analyst. Shelat has a B.S in Computer Science. He has earned his MBA from University of California, Davis with a focus on Marketing and Finance.

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