The information in this article is the intellectual property of xMatters and is intended only for use with xMatters products by xMatters customers and their employees. Further, this intellectual property is proprietary and must not be reused or resold.
With the xMatters integration, the appropriate technician can be notified directly via voice, email, SMS, or the xMatters app. Information about the change request will be presented to the request approver and decisions can be made in real-time.
Once a response is selected on the recipient’s remote device, xMatters will update the HP Service Manager change request in real-time. The benefit is that this process is immediate – significantly faster than the time required for staff to receive and process the request, determine who is on call, and manually notify the right person.
In addition, the ability to take simple actions on the request from any device gives the approver a quick way to deal with many issues and communicate to other team members the current state of the request.
During the process, every notification, response, and action is logged in xMatters. In addition, xMatters automatically annotates the original change request with status information.
The benefit is that this process is immediate and may be done remotely – providing users with an efficient method of handling HP Service Manager change requests from any mobile device. In addition, the integration can be updated to notify xMatters users on their mobile devices with a link to the mobile view of the request, allowing the user to update the status remotely.
The following components are required for this integration:
- xMatters On-Demand
- xMatters Integration Agent 5.1.5 or later
- HP Service Manager Change Management 9 (tested using 9.4)
HP Service Manager Integration Package (Includes Documentation Manual) - Windows
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