Integration with Event Management

Create cases proactively from alerts either manually or through automation. Track the accounts and health status of the corresponding install base items affected by the alert to better correlate customer issues and provide faster responses.

Customer Service Management provides an integration with the Event Management console in IT Operations Management, which enables you to improve the customer experience by breaking down the silos that exist between the processes and systems used by front line customer service and back-office operations teams. By monitoring issues and creating cases proactively, you can be one step ahead of your customers and solve issues faster.

Network Operations Center (NOC) operators monitor alerts from the Service Operations Workspace. For more information, see Monitor service health.

When alerted to a service disruption, they can identify the accounts and corresponding install base items affected and create a case for customer service to review. Customer service can view the customers affected and notify  them.

Customer service agents and managers can also track the service health status of install base items for an account to provide faster and more accurate support to customers.

Figure 1. Overview of Proactive Customer Service Operations with Event Management

Learn about Proactive Customer Service Operations with Event Management from the following video tutorial.

Note:

This video was recorded in the New York release.

Activation information

To enable Proactive Customer Service Operations with Event Management, activate the Proactive Customer Service with Event Management plugin (com.snc.proactive_cs_itom).