Network devices should be monitored and managed proactively to prevent network outages, which can affect revenue, have a negative impact on an organization’s reputation, and might even lead to loss of customers. According to a study by Opengear, 31 percent of US companies have lost more than $1 million dollars due to network outages in the last year.
Troubleshooting the root cause of an outage is quite complicated and involves time and effort. To increase the efficiency and simplify the process, it's essential that organizations have an IT operations management (ITOM)-IT service management (ITSM) integration as a part of their network management strategy. Leveraging an ITOM-ITSM integration not only facilitates easier forwarding of issues from the monitoring tool to the help desk, but also helps in faster resolution, improved mean time to repair (MTTR), and reduced chances of network downtime.
Many organizations use Jira Service Desk, an ITSM tool for fast and easy troubleshooting of IT incidents. Jira Service Desk can be integrated with OpManager in just a few steps. Once integrated, IT admins will be notified when an alarm is raised by OpManager. Users can specify when and how alarms will be triggered.
IT admins can also track the status of issues by leveraging issue-specific workflows in Jira. This way, troubleshooting is efficient and admins won't waste time switching between tools to carry out fault management.
Integrating Jira with OpManager can be done in no time. First, a project and an issue type has to be created in the Jira interface; this helps in classifying issues. Projects can be associated with any issue type, so that when an issue occurs in that particular project, it will be categorized accordingly. Second, a Notification Profile has to be configured in OpManager. This includes selecting the devices, severity, issue type, and so on.
With the OpManager-Jira integration, admins can manage network faults quickly to reduce the MTTR and increase productivity. When a fault is detected, it's sent from OpManager to Jira Service Desk as an issue. IT admins can customize fields when creating issue types in Jira, so when issues are sent from OpManager to Jira, they contain all the necessary information.
This customization gives IT admins issue-specific information and helps in narrowing down the root cause of an issue, letting admins respond promptly to critical alerts.
Alarms in OpManager can be raised as issues in Jira based on a variety of criteria, like device and nature of the alarm. This ensures that the right technician is alerted at the right time, simplifying the fault management process. A user can also choose to reopen an existing ticket in Jira if the issue reoccurs, thereby ensuring that the IT incident tracking process is continuous, structured, and highly efficient.
To proactively resolve issues, IT admins can leverage automations in OpManager to further simplify the process of passing critical alerts as issues onto Jira Service Desk with the help of the Discovery Rule Engine. This saves IT admins the manual, time-consuming process of navigating to and associating every issue with their corresponding alerts in OpManager.
To reduce the MTTR and make troubleshooting fast and efficient with the OpManager-Jira service desk integration, enroll for a free, personalized demo of OpManager.