Closed Loop Incident Process (CLIP)
Trusting Your Process Requires Trusting The Data Upon Which Decisions Are Made
In today’s fast paced business and IT world, when events or incidents occur which affect your organization’s functioning or security, you need resolution fast.
Closed Loop Incident Processing (CLIP) is greatly simplified with the PIE platform and solutions. Once your environment is operating with PIE, HP Business Service Management, UCMDB, and Service Manager are already working as a Single-Platform which constitutes the “Loop.” Since BSM, UCMDB and ITSM are working on the same CIs, Business Service topologies, assignment groups and business impact, no additional integrations or “scenarios” are required.
Instead of using “one-off,” event-based integration or workflow, operations need only define Alerting events in Business Service Management in order to automatically generate an accurate and actionable Incident in Service Manager. With the PIE solutions, Incidents can also be created automatically for vulnerabilities or unauthorized changes from Discovery, or on demand from a NOC user with access to a Business Service view or topology dashboard.
As Tasks and Actions around Incidents are taken in Service Manager, they are seamlessly updated both in BSM and UCMDB. If actions are taken or are automatically Discovered by Universal Discovery, these changes will then be related to Discovery Event Management rules in Service Manager, which will update the specific Tasks, Incidents, and Changes appropriately.
Discovery of Service and infrastructure changes can also update the BSM Topology in advance of any events to show that a CI or business service has changed, which can help identify obvious areas of risk. This is entirely automatic and made possible due to the PIE framework and individual solutions Effectual offers for Business Service Management and Service Manager.
This Is An Effectual Outcome
Much of the Change and Configuration Management mission can be fully automated with the Discovery Event Management (DEM) rules that Effectual provides. Once PIE for Service Manager is in place, CLIP can be enabled simply by dropping in our CLIP add-on content and applying a few WSDL additions to Service Manager. To accomplish CLIP, you no longer need to use Connect-It or Business Service Management with a third-integration to overwrite records in Service Manger.
In a PIE-integrated environment, much more than simply a device name is known and managed between the two tools; related services, people, places, and things are shared in both. By leveraging global IDs from UCMDB, effective automated RFCs, Incidents, and Tasks can be opened in Service Manager without human assignment or extra effort. These same IT Process Records can be automatically updated and closed using DEM rules as well.
A reliable integration framework like PIE allows good data and merged value between your tools. From this point, your organization can follow and improve process through automation, which will also reduce the time and effort of managing an overwhelming load of change requests and tickets in Service Manager.
These key events occur as a result of the better integration, detecting a specific event and any impacted services and devices. The integration then calls and uses the powerful features and automation built into your Service Manager environment just as if they had been manually entered and accurately assigned.
If your organization has attempted these automated use cases in the past, you know the results could be better, easier, and of greater benefit. Effectual would like to show you exactly how easy we’ve made it to achieve these better results in an online meeting in your own environment. With the Effectual PIE framework and solutions we have developed, automated CLIP is an outcome you can fully embrace today.
In our latest big PIE CMS project we were able to expand scope for the customer to include Closed Loop Incident Processing (CLIP) of their monitoring software. In addition to our full PIE offering, we added Network Node Manager i (NNMi), HPE’s new Operations Manager i (OMi) tool, and improved integration and functionality of the HPE Business Service Management (BSM) tool; all driven by our automation approach and best practices.
Zero-day vulnerability announcements are occurring more and more frequently. As the future becomes more interconnected and heterogeneous, we’re going to become less responsible for actually finding problems and issues, and held more accountable for how quickly and efficiently our organization can respond to them. UCMDB can be a single-source to track the actual state of your environment, including related change requests, tasks, the change history related to specific problems, and impacted business services, locations, and people.