Effective Incident Management Requires
an Accurate CMDB

Start with the right data. Improve visibility, increase productivity, and reduce MTTR.

Don’t let bad data and manual ticketing impact your customers.

How quickly you solve problems directly impacts your customer experience. With rampant changes in IT, organizations spend up to 60 hours per week reconciling data from multiple sources to keep CMDBs current. And even then, CMDBs are still not timely or accurate. In fact, according to Gartner, 75% of CMDBs fail due to inaccurate data. What’s more, manually creating a ticket can take 20-30 minutes and up to 90 minutes to route to the right team. A recent DEJ report shows that 82% of IT service desk tickets are not actionable.

Keep your CMDB up to date so you can automate ticketing and solve problems faster to improve customer experience.

 

Trust your CMDB

%

 

 Associate success with
an accurate CMDB.

Read EMA Report >>

 

 

Increase staff productivity

%

 

Productivity improvement at
NetDesign by maintaining CMDB
integrity and automating tickets.

Read Forrester Report >>

 

 

Reduce MTTR

 

Average MTTR for
top performing organizations
vs. 224 minutes for others.

Read Blog >>

 

Solve digital and IT transformation roadblocks.

With the ScienceLogic SL1 platform, enterprises and service providers of any size can conquer fragmented and siloed data challenges using turnkey CMDB, service request fulfillment, Configuration Item (CI) Lifecycle, and incident management capabilities.

Track both on-premises and multi-cloud assets in real-time and quickly resolve tickets in your service desk. Whether you are using ServiceNow, BMC Remedy, or Cherwell, ScienceLogic can help.

Achieve CMDB accuracy with real-time sync of monitored environment.

Many organizations are not aware of all the devices that can impact their network. And most CMDB deployments fail, because they are not built to handle today’s huge volumes of frequently-changing data.

ScienceLogic automatically synchronizes data in your CMDB with your ephemeral IT environment in near real-time. Have more complete and accurate data in your CMDB to drive more automated IT processes.

Achieve CMDB accuracy with real-time sync of monitored environment.

Many organizations are not aware of all the devices that can impact their network. And most CMDB deployments fail, because they are not built to handle today’s huge volumes of frequently-changing data.

ScienceLogic automatically snchronizes data in your CMDB with your ephemeral IT environment in near real-time. Have more complete and accurate data in your CMDB to drive more automated IT processes.

Keep your CMDB up to date.

Organizations are often challenged with multiple data sources that have to be fed manually into a CMDB. Manual updates lead to inaccuracy. And most organizations will not automate with data they don’t trust.

Continually synch your monitored environment with your CMDB to get the trusted insights your team needs to track assets and their configuration, understand business service impact, and power intelligent, automated IT operations.

Track monitored assets

Synch your CMDB in real time to your
monitored environment for
better accuracy and visibility.

 

 

Understand service impact

Feed dynamic service relationship
data into your CMDB to understand and avoid service impact.

 

 

Automate IT workflows

Trust your CMDB data
to automate ITSM and other
cross-organization workflows.

 

Auto-initiate fulfillment of service catalog requests.

Lengthy delays (days or months) are often associated with onboarding new services and technologies. Delays in discovering, populating the CMDB, and monitoring newly provisioned services are due to a mix of manual tasks and personnel handshakes using multiple tools. These delays result in higher operational cost, potential lost revenue, and risks due to inconsistent data.  

Confidently leverage SL1 to accelerate delivery of new services and ensure consistent data across new systems at lower cost and risk. 

Onboard services faster

Automatically discover and populate the CMDB and immediately monitor new services and CIs.

 

Control costs

Eliminate manual steps
and handoffs between teams.

 

Minimize risk of change

Understand the potential
impact of new or changing services.

 

Automate CI lifecycle management.

Modern IT is complex and dynamically changing. Your team frequently adds and removes IT resources as often as every few minutes. Traditional change management processes for creating, updating, and retiring CIs are manual and painstakingly slow, fraught with errors and risks. Failure to keep up with ITOps and DevOps changes prevents you from understanding the impact on critical business services and applications that serve your customers.

SL1 automatically synchs CI data with your CMDB and other management tools when changes occur.

Track CI changes

Update your CMDB in real-time
when changes occur in
your IT environment.

 

Assess change impact faster

Immediately see when
CI changes impact services and applications.

 

Reduce operational costs

Automate steps to keep data consistent across your management tools when CI changes happen.

 

Automate your incident management process.

No one likes to manually enter data into a ticketing system. It takes too long and introduces human error, and many tickets don’t have all or even the right info. Without the right information, you do not know who to route to and many siloed teams work to resolve the same issue. All these factors can increase the time it takes to process and resolve tickets—impacting your customer experience and staff productivity. And time is money. In fact, according to Ponemon institute, the average cost per minute of downtime is $9000.

Streamline and enrich your incident management process by automating ticketing with your service desk. Avoid costly service impact and downtime.

Automate Troubleshooting

Automatically update your incidents
with diagnostics data to
diagnose root cause faster.

»

 

Automate Ticketing

Automatically create,
enrich, populate, route
and close tickets.

»

 

Enrich incidents.

Automatically update your incidents with
diagnostics data to reduce MTTR.

»

 

Avoid service impact.

Prioritize incidents based
on business service importance.

»

 

Work Smarter with Automated IT Workflows.

Integrate ScienceLogic with your Service Desk (ServiceNow, BMC Remedy, Cherwell) to shift from human-assisted to automated operations. ScienceLogic SL1 PowerFlow enables intelligent, bi-directional communications between SL1 and your Service Desk to ensure real-time CMDB accuracy and promote fully automated IT operational workflows for incident management, change management, service impact management, and service catalog request management.

Incident Management

Successful Business Outcomes

 

Fortune 100 Technology company Cisco Managed Services saved over $14M by enriching incidents with deep diagnostic data and automating incident management.

 

General Dynamics IT, a large IT outsourcer
achieved 94% reduction in MTTR with automated ticketing.

 

Managed service provider, NetDesign, achieved 50% incident reduction and 21% faster incident resolution by shifting from manual to automated operations with SL1.

Global Fortune 500 cereal company improved its productivity by 300%, creating and resolving 4X as many incidents per month.

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