ServiceNow

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Metrics Collected and Actions Available

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Metrics Collected from ServiceNow:

1. Incident and Problem Management Data:
   • Incident volumes, categories, and trends
   • Problem identification and resolution times
   • Service level agreement (SLA) compliance rates
2. Change Management Metrics:
   • Number and types of changes implemented
   • Success and failure rates of changes
   • Impact of changes on system performance
3. Operational Metrics:
   • Ticket resolution times
   • User satisfaction ratings
   • Workload distribution and agent performance

Actions Performed by Atlastix in ServiceNow:

1. Automated Ticket Creation and Update:
   • Generate incident tickets based on anomalies or issues detected by Atlastix
   • Update tickets with new findings or recommendations for resolution
2. Recommendation Push:
   • Insert AI-generated recommendations into related service tickets for actionable insights
   • Recommend preventive measures for recurring issues identified through analytics
3. Data Synchronization:
   • Sync operational data from ServiceNow for enriched analytics in Atlastix
   • Reflect changes in ticket status or resolution in Atlastix for real-time visibility

This comprehensive integration of the ServiceNow Connector within Atlastix not only streamlines IT service management but also enhances the ability to proactively manage and resolve issues. By leveraging the connector's two-way communication capabilities, organizations can achieve a higher level of operational intelligence and efficiency.