How to deliver end-to-end supervision over your meeting spaces

July 16, 2020 - Press Releases, RTA,

Centrally managing the health of hundreds of meetings spaces combined with thousands of AV systems requires a solid instrument board. This 360° visibility is rarely achieved through a single system, but rather via a combination of different applications. AV Managers struggle to navigate through such disparate ecosystems. Managed Service Providers fail delivery on contractual Service Level Agreements.

At Barco, we go beyond simply integrating systems. With Overture RMM we create a Single Pane of Glass that integrates an end-to-end process.

Bi-directional integration with ServiceNow incident and case management system

Overture 4.6 is now fully integrated with the ServiceNow ticketing system.

The new powerful RMM Alarm template can be associated with a ServiceNow service ticket. If critical device-based thresholds and conditions are reached, RMM triggers an alarm which automatically generates a corresponding ticket in ServiceNow. AV administrator and Managed Service Providers can highly benefit from the ticketing system workflow and team assignment to accelerate the issue resolution.

Feature description:

Data fields between RMM alarm and ServiceNow ticket can be mapped to have both systems fully synched
Access directly the ServiceNow Ticket from a link in RMM
Follow up the ServiceNow ticket status progress with Overture RMM in a Single Pane of Glass
Automatically cancel the ticket from RMM if the issue is resolved
Automatically acknowledge the alarm in RMM if the ticket is resolved

Stay tuned, for further updates on:

Alarms and ticketing reporting
More on service desk ticketing integration