For this Tech Tip, we’re going to look at more ways you can integrate Catchpoint Alerts into your existing tool ecosystem (check out our recent video on integrating with Slack!). In this new, distributed workforce, employees are using more SaaS tools than ever. It’s important to identify how consolidating data can benefit key workflows – in this case, the ones for your IT support team.
Using ITSM To Reduce The Continuous Grind Of Incident Resolution
IT Service Management tools, or ITSM for short – like ServiceNow, Cherwell, Zendesk, and Spiceworks – are widely used among IT support desks to automate workflows and increase efficiency. When your team’s key performance metrics are centered around their ability to resolve and close tickets, finding ways to eliminate repetitive tasks can translate into substantial business value.
ITSMs are the lifeblood of your support team’s ability to organize their work, collaborate more effectively, and efficiently resolve customer issues. Every day, your support team will be handling a rush of new tickets and a backlog of old ones. According to a study from Zendesk, a typical team receives 492 tickets per month. A lot of time spent resolving issues is dedicated to manual labor, such as filling out incident tickets and documentation.
Automating these aspects of your service desk is crucial since they can’t be avoided and if performed manually, can eat up valuable time. In fact, when the average response time of a new ticket is a little over twenty-four hours before data consolidation occurs, it indicates that these teams are in a continuous grind of incident resolution.
Obviously, avoiding the violation of Service Level Agreements (SLAs) is a primary goal (over three-quarters of all support teams have formal SLAs, according to Zendesk), and it’s easily quantifiable. However, it’s just as important to consider customer experience when considering how to improve the average first response time and maximize customer satisfaction.
Integrate ServiceNow And Catchpoint To Increase Efficiency
In an ideal setting, we’d want to equip these teams with all the tools they need to optimize their daily workflow and make the most of their metrics. So, how can we improve this process?
This week we show you how to take an instance of ServiceNow and plug Catchpoint’s Alert Webhook into it. Catchpoint Alerts will then auto-generate new ServiceNow tickets with information relevant to the problem at hand. By eliminating manual aspects of this process and providing data directly from Catchpoint, your team will be able to spend more time on resolving the problem and less on unnecessary admin.
Thanks to the flexibility of Webhooks, this kind of implementation can occur across other ITSMs as well, not just ServiceNow.
In Today’s Video: Learn How To Feed Catchpoint Alert Data Into ServiceNow (And More…)
In today’s video, we’ll show you how to feed alert data into the popular ITSM ServiceNow and demonstrate how our Alert Webhooks automatically generate new incident tickets from Catchpoint Alerts without human intervention. Over the course of this video, we will cover:
- The function that ITSMs fulfill for IT support desks.
- How manual operations can create choke points in day-to-day IT support workflows.
- How to integrate Catchpoint Alerts into ServiceNow from scratch.
- The type of data you can expect to find inside an integrated Catchpoint-ServiceNow ticket.
Are you ready? Let’s hop in!