Inspire with outstanding IT service management - through innovative, flexible ITSM solutions and fast processes!Find out more
Offer the perfect customer service – with personal support and fast response times!Find out more
Take advantage of the benefits and manage the Internet of Things – so that your company becomes even more efficient!Find out more
From topic specific workshops to holistic strategic digitalization and service management consulting, our consulting services adapt to your needs.Find out more
We implement solutions from leading service management and process digitalization platforms and ensure that they are neatly embedded in your IT landscape.Find out more
We develop your individual app and ensure that the solution will also meet future requirements.Find out more
As specialists for BMC Software and BMC Software Professional Partner, we have been advising companies in service management for over 25 years. Our goal: to continuously improve your IT services and operations.Find out more
As a Premier Partner of ServiceNow, we help you simplify the way your company works. Our goal: to provide your customers and employees with outstanding service and the optimal user experience.Find out more
As a partner of Axon Ivy, we make front-end and back-end processes more efficient across all departments. Our goal: to strengthen your competitiveness and increase responsiveness.Find out more
We automate and digitalize IT and business processes that enable companies to increase their productivity, innovative strength, and employee and customer satisfaction.Find out more
At FROX, everyone brings their expertise to the table. Get to know the team behind our customers' success!Find out more
In the area of Unified Communications (UC), we develop and distribute our own products worldwide. Get to know our communication solutions talkbase and atiras!Find out more
We reconcile sustainable ecological, economic and ethical action. Our sustainable commitment has been awarded Gold by the independent, world's most reliable rating platform EcoVadis.Find out more
The Noser Group is one of the leading providers of ICT solutions and services in Switzerland. We are part of the Noser Group.Find out more
Career in IT? Work at FROX! Check out our open positions, because we are looking for talents like you!Find out more
«The integration solution between Dynatrace and BMC ITSM enables us to automate ticket generation and tracking throughout the solution process. FROX delivered the implementation and rollout on time and on budget and we are very happy with the implemented solution!»
When a problem was detected inside the Dynatrace Cloud and Application Monitoring for an infrastructure component, no ticket could be created automatically in ITSM. The Dynatrace team had to create a ticket in ITSM either manually or via email. The tracking of the executed activities was not documented and not synchronized between the two systems. This led to additional work in processing the problems and agreed SLAs could hardly be met.
The project was intended to achieve the following goals:
The solution based on the FROX ITSM-Dynatrace Connector ensures data synchronization between the two systems. Tickets are automatically generated in the service desk based on monitoring events and forwarded to the appropriate support teams. The service desk is always aware of the current status of the tickets and can provide information about them. If delays become apparent, the SLAs can be used to intervene and react in good time.
The added value can be summarized as follows:
Based on a previously implemented system connection, the project was implemented within a short time. Mobiliar provided its requirements and goals in electronic form, whereupon FROX was able to define the necessary estimates and resource planning. After the release of the presented efforts, the project was implemented in an agile way and the achieved progress was continuously reflected with Mobiliar. After a short test phase by Mobiliar, the extension could be introduced as planned and on schedule.
Senior Account Executive