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Monitoring and HM ITSM

Site 24x7 & GCP - Event Detected
HM ITSM
HM ITSM send Auto Email Notification to HM IM Team and Resolver group

HM Incident Management Group

Auto Register the Incident
Acknowledgement and Classify Incident
Initiate KM
P1
Follow the SOP
Update Incident Request
Issue Resolved
Update KEDB
Close Incident Request
Follow-up with Resolver group for resolution
Follow Escalation Matrix

HM Resolver Group

Provide Resolution
Investigate Incident

Northgate Resolver Group

Northgate Resolver group Request via email
HM Monitoring Tool – Site24x7


HM ITSM Tool – Service Now

Workflow

by Kirtiman

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