Introducing the Cherwell Service Management Adapter

Presented by

Andy Salo, Andrew Fuqua

About this talk

ITSM is a holistic process that touches all aspects of software development. Integrating an ITSM tool with other applications in the DevOps pipeline will make sure that the three main processes of an ITSM tool — incident, change, and problem management — complements the integration itself. In this video you will learn how integrating Cherwell Service Management with other tools will: Help development teams handle help desk incident escalation, help desk problem escalation, defect status reporting, etc. Create an automated, bi-directional flow of incidents and problems originating in the ITSM tool to the development team as a defect for resolution and testing team for verification Enable the development team to use their tool of choice to open a new change request, which will automatically be created in the ITSM tool, to deploy the fix to production Result in seamless collaboration between teams, within their tool of choice, while ensuring that traceability is maintained between these systems

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ConnectALL is a value stream management company dedicated to helping customers achieve higher levels of agility, traceability, predictability and velocity. We do this by connecting people, processes and technology across the software development and delivery value stream, enabling companies to align digital initiatives to business outcomes and improve the speed at which they deliver software. ConnectALL’s value stream management solutions and services allow companies to see, measure and automate their software delivery value streams.