Integrations

Integration with third-party tools is a crucial feature for IEM. IEM leverage external tools and services to enhance their capabilities, providing a more comprehensive and effective solution for effective Event Management.

IT Service Management (ITSM) Integration:

  • Integrate ITSM platforms for seamless collaboration between Event Management and IT service workflows.
  • Facilitates the creation of tickets, automated incident resolution and related changes and problems updates for effective Root Cause Analysis.

Currently IEM has integration with two tools:

  • ServiceNow
  • ServiceXchange

Both the tools are responsible for Incident Management, Automated Ticket creation, ITSM Collaboration providing a cohesive approach efficiently.

This section enables a user to define the external tool integrations within our environment.

E.g., if user needs to create a ticket in ServiceNow or update a ticket in ServiceNow, this is where user will define the integration details.
Figure 1. Integration Page
  1. Click the customer onboard section (“Customer” 🡪 ”Customer Name”🡪“Integrations”)
  2. Click on the Integration page. Available integrations are displayed in the grid. The following are the actions, the user can perform on this screen based on their roles.
    • Add New
    • Edit Existing
    • View Existing
    • Delete
    • Apply Filters