Service Desk and Helpdesk Integration
Large organizations operating AggreGate Network Manager do not practise direct handling of alerts by their acknowledgement within the monitoring/management system. These alerts are instead automatically converted into trouble tickets and forwarded to a Service Desk system for further processing. The Service Desk employs a flexible ticket processing workflow that includes multiple ticket queues, ticket locking, escalations, and more.
The Network Manager provides multiple methods of integration with third-party Helpdesk and Service Desk systems:
Network Inventory and CMDB Actualization
Major Service Desk systems have internal Configuration Management Databases (CMDBs). Those CMDBs contain information about registered IT assets.
A CMDB is manually filled with information about "passive" (i.e. non-connected) assets. Plus, most Service Desk systems can perform periodic several network segments scanning and retrieving information about available hardware and software. This scanning is performed from a central Service Desk server, therefore has limited access to company's IT infrastructure.
AggreGate Network Manager can actively actualize the CMDB of integrated Service Desk system by supplying comprehensive information collected by multiple servers of a distributed installation: