Increase the efficiency of end-user issues resolution for IT services with Micro Focus Service Manager

16.09.2021

Increase the efficiency of end-user issues resolution for IT services with Micro Focus Service Manager: to consolidate data on IT-infrastructure health-status, the project used Micro Focus Service Manager (MFSM), which was integrated with Microsoft System Control Operation Manager (MS SCOM) and Microsoft Center Configuration Manager (MS MCCM), as well as PRTG Network Monitor to monitor network and provide unified platform. Integration with SAP systems via SAP Solution Manager and SAP GRC allowed all IT services data to be consolidated in one place. PowerBI has been used to create interactive dashboards and real-time data analytics for business. Users now have a clear and straightforward way to file a ticket and track its progress, company has unified platform for issues registration and processing till resolution, as a result client has increase in service availability, while case, ticket and incident resolution time decreased.

 

Technologies used:

  • Micro Focus (HPE) Service Manager 9.6
  • Microsoft System Control Operation Manager (MS SCOM)
  • Microsoft Center Configuration Manager (MS SCCM)
  • PRTG Network Monitor
  • Microsoft Power BI
  • Microsoft Exchange
  • Cisco Unified Contact Center

 

As a result:

  1. Services availability increased by 2.7 times
  2. User requests resolution time has decreased by 30%
  3. 8% reduced time for ticket resolution
  4. Incident resolution time decreased by 39.8%
  5. Unified interface has been created to register and resolve user requests