Verizon Integration with Customer in following topics
Incident Management
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Exchange of Incidents between Verizon and customers
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Alerts related to an incident Trouble Ticket are available to customers
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Incidents will be augmented with customer nomenclature
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Verizon will ingest incident data relating to events adjacent to or related to Verizon managed services
Problem Management
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Exchange of Problems between Verizon and customers
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Alerts related to an Problem Ticket are available to customers
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Verizon will ingest investigation and resolution data supporting problems related to Verizon managed services
Change Management
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Business context around Verizon initiated changes and automates technical assessment of basic changes
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Verizon will augment change tickets with customer nomenclature
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Enhanced analysis of the ‘business impact’ of a change
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Verizon will ingest customer changes related to (impacting) Verizon managed infrastructure
CMDB
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CI Reconciliation + Synchronization
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CMDB (service inventory) is made available to customers
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Verizon augments our own CMDB with customer data such as customer nomenclature and references
Summary
Verizon Integration application contains the step-by-step process to configure specific parameters within the customer’s ServiceNow instance to raise tickets with Verizon and track their progress until resolution
ITSM Version with Problem Management
ServiceNow version(s):
- SanDieago
- Tokyo
- Utah