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

16.09.2021

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.