Cutting the Waste from Incident Resolution

Presented by

Johnathan McGowan

About this talk

There are several ITSM tools out there like ServiceNow and BMC Remedy, Micro Focus Service Manager and many more. Many organizations have their in-house ITSM tools. Now, with that being said, how do you cut the waste in the incident resolution process? In this webinar, we will talk about cutting the incident resolution process — focus on incident escalation, responding to change and how do you tie it all together. Take control of your end-to-end tool chain with ConnectALL's technology. ConnectALL is a standalone tool that communicates with different applications and we will show you through a demonstration how you can automatically have information flowing without manual process — so your data is accurate and clean. You will see how you can create an incident in ServiceNow and watch how ConnectALL detects the creation and synchronizes it to Jira Software. With a status change, notice how ConnectALL picks up on the bug within Jira Software (used for planning) and flows it to Azure DevOps (used for development). And with a tool like SonarQube that can be connected using ConnectALL’s Universal Adapter, the code that has been fixed with Azure DevOps can be scanned for vulnerabilities and the defect can be tested in Micro Focus ALM/QC. When the code is fixed and tested, the status update flows back to Jira Software and as a Business Analyst you can see the fixed bug and it is ready for release. The status is synchronized back to ServiceNow as the ticket gets resolved. We will also demonstrate how workflow is orchestrated with a change request process.
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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.