Riverbed Aternity Incident Integration
by Aternity LLC
Proactively identify issues on end-user devices and speed up resolution time of incidents with Aternity's real-time data and remediation capabilities.
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About
Aternity's integration with ServiceNow Incident Management module enables IT to identify issues on end-user devices and speed up resolution times for incidents.
With the Aternity Incident Integration:
- End-user device issues automatically detected by Aternity will be surfaced and generate tickets in ServiceNow. The integration supports many pre-defined potential issues and can be custommized for many more.
- ServiceNow Incidents (and interactions) for monitored end-user devices will be enriched with Aternity data to ensure quick troubleshooting with minimal impact to the end-user.
- Launch remediations within incidents (or interactions) for faster resolution.
Key Features
The Aternity Incident Integration helps Service Desk Agents increase user satisfaction, reduce mean-time-to-repair (MTTR), and increase first call resolution (FCR) through the following capabilities:
- **Launch Remediations Directly from ServiceNow -** Utilize remediations from Aternity to reduce MTTR and FCR by launching them from the incident or even the interaction. Remediations can be hidden and grouped based on your workflow.
- **Proactively Surface End-User Issues –** Automatically create tickets in ServiceNow from Aternity's pre-defined and customizable Service Desk Alerts. Examples include hard disk failures, disk space running low, a battery wear warning, frequent BSODs and frequent application crashes.
- **Real-Time Device and User Data** – Minimize customer friction by giving Service Desk Agents the data they need from monitored devices directly in the ticket. The data displayed can be configured for your work.
- **Health Events and Software Changes** – Streamline workflows within ServiceNow incidents and interactions with detailed Aternity health event and software change information from the past seven days to quickly identify root cause without bothering the user.
- **Deep Links to Aternity Dashboards** – Easily dig deeper by accessing the advanced troubleshooting capabilities of the Aternity console through links back to Aternity dashboards of the alerted device.
This capability is available whether you manage your incidents and interactions in the classic Incident Management application or in Service Operations Workspace.