Integration Solution Between Dynatrace And BMC ITSM

Initial situation

What was the situation up to now?

When a problem was detected inside the Dynatrace Cloud and Application Monitoring for an infrastructure component, no ticket could be created automatically in ITSM at die Mobiliar. 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:

• Introduction of an interface between BMC Remedy and Dynatrace
• Prevent media disruption between the two systems

Customer benefits

What has improved as a result of the solution?

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:

• High degree of automation in the processing of monitoring events
• Increased efficiency and shorter ticket processing times
• Automatic notification of responsible support teams
• Evaluation and control of tickets is possible
• Compliance with agreed SLAs can be guaranteed

Services

What services have we provided?

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.

Our services

• Consulting for the definition of use cases and requirements
• Agile software and process development according to SCRUM
• Support of the test phase and training of the personnel
• Implementation of the solution on Mobiliar's environment
• Operational support and further development of the solution

Platforms & technology

Which platforms and technologies did we use?

• BMC Software

• Camunda

• FROX ITSM-Dynatrace Connector

Topics/Modules

Which topics/modules does the solution include?

• IT Service Management
• Incident, Problem, Change
• Ticketing solution for service desk

• Process Digitalization
• Workflow engine for defining synchronization processes

Industries

For which industry was the solution developed?

• Insurance Company