«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