Source

The TOPdesk Connector uses monitoring applications like Microsoft System Center Operations Manager (SCOM) to retrieve alerts.

Connector

The TOPdesk Connector creates a bidirectional connection between the monitoring and ITSM application.

Service Management

Incident cards are created based on the information in the alert and assigned to the correct groups and people.

SITUATION

Your organisation uses System Center Operations Manager (SCOM) and TOPdesk. For example: In your current situation alerts are generated in SCOM, and all your other incidents / issues are listed in TOPdesk. Imagine a situation in which SCOM Alerts are integrated with the incident management process. A situation in which there is only one clear list of tasks.

HOW DOES IT WORK?

The TOPdesk Connector is used to integrate SCOM with the incident management process of TOPdesk. Integrating both worlds has two advantages: the support engineer just has to focus on one list of incidents and the organisation gains insight into valuable information. The configuration of the TOPdesk Connector is flexible to give control about the degree of automated ticket generation.

The connector will help to streamline the completion of the alerts generated by the monitoring solution according to the incident management process used for all other reported incidents. The TOPdesk Connector works bidirectional: Alerts generated in SCOM will be visible in TOPdesk, and tickets that are being closed in TOPdesk will also be closed in SCOM.

The installation of the TOPdesk Connector can be downloaded on our download page and all corresponding information can be found in our knowledge base. A trial version of the TOPdesk is available. Are you interested to see the Connector work and experience the added value? Contact us!

BENEFITS

  • Integration of SCOM 2012 / 2016 with the latest version of TOPdesk to combine the best of both
  • Increased efficiency in alert handling
  • SCOM alert information is added to TOPdesk incident cards, for example the source, severity, description and alert name
  • The TOPdesk incident card number is added to the SCOM alert after ticket generation
  • Directly open the corresponding TOPdesk incident card from the SCOM console
  • A mapping file to specify how information from the SCOM alert is added to the TOPdesk incident card
  • A SCOM management pack to monitor the correct working of the TOPdesk Connector
  • No e-mails, scheduled imports and copy / paste actions are needed to integrate both solutions
  • All default SCOM and TOPdesk functionality is supported like reports to get insight in the correlation between incidents and alerts
  • The TOPdesk Connector creates a bidirectional connection between TOPdesk and SCOM
  • In the near future: Connect multiple sources with TOPdesk

CONTACT INFO

John Maynard Keynesstraat 351, Hengelo (The Netherlands)

+31 (0)74 - 249 04 49

info@thebackbone.nl