IT incidents are inevitable – and they’re also becoming more frequent and costly. Disruptions like server failures and software bugs leading to operational downtime, lost productivity, and frustrated users.
Effective incident management is crucial to minimizing the impact of a security incident or other event, and organizations need reliable tools and data to resolve incidents quickly and efficiently.
However, according to Atlassian’s 2023 State of Incident Management Report, the biggest challenge in incident management remains the lack of full visibility across IT infrastructure. Since 2021, coordination issues have also increased, with 20% of respondents citing it as a pain point in 2023, compared to 11% in 2021. A lack of context during an incident is also a significant problem, with 13% of respondents citing this as a pain point.
This is where the integration of Lansweeper’s powerful IT asset management capabilities with Jira Service Management (JSM) comes into play.
The combination of Lansweeper’s comprehensive IT asset data and JSM’s incident management processes equips IT teams with the accurate, up-to-date information they need to diagnose issues faster – and a new version of Lansweeper’s App for Jira Service Manager is now available on the Atlassian Marketplace.
In this article, we will explore how the Lansweeper for JSM integration enhances incident management by providing organizations with an automatically populated, accurate Configuration Management Database (CMDB), streamlining the process of identifying potential causes and resolving incidents swiftly.
The Importance of Incident Management in IT Service Delivery
Incident management refers to the process of identifying, diagnosing, and resolving IT issues as quickly as possible to restore normal service operation. Whether it’s an unexpected outage, a security breach, or a software error, the goal of incident management is to minimize the negative impact on business operations.
A well-structured incident management process is essential to:
- Reducing downtime: Quick incident resolution helps prevent prolonged service outages, minimizing the impact on users and customers.
- Improving productivity: Faster resolution allows employees to get back to work sooner, improving overall business efficiency.
- Enhancing customer satisfaction: Prompt incident management demonstrates reliability and responsiveness, leading to a better customer experience.
However, effective incident management requires real-time access to accurate data about IT assets, infrastructure, and their relationships. Without this, IT teams may struggle to identify the root cause of an incident, leading to delays in resolution.
Introducing Lansweeper for Jira Service Management Assets Integration
The Lansweeper App for Jira Service Management directly addresses the challenges of incident management by integrating Lansweeper’s rich IT asset discovery data with JSM’s incident management platform.
Lansweeper’s discovery technology continuously scans the organization’s network, collecting detailed information about every asset – IT, OT, IoT and cloud assets – then feeds this data automatically into Atlassian Assets, Jira’s Configuration Management Database (CMDB) solution. As a result, IT teams gain a complete, up-to-date view of the organization’s IT assets, which is crucial for streamlining incident management.
Here are four important ways combining Lansweeper and JSM can help you manage incidents and protect you organizations:
- Faster Identification of Incident Causes
When an incident occurs, the first step in resolving it is identifying the root cause. Without a clear understanding of the affected assets and their relationships, this process is usually slow and inefficient, delayed by multiple rounds of troubleshooting and manual investigation.
With the Lansweeper App for JSM, you can quickly access a detailed view of the impacted assets from within Jira’s interface. Since Lansweeper’s discovery data is always up to date, your IT team can instantly see all relevant details about the asset, including:
- The hardware specifications and software running on it
- Network configurations
- Relationships to other devices, applications, or services
For example, if a server goes down, the IT team can use the CMDB to quickly identify which applications or services are dependent on that server, making it easier to pinpoint potential causes of the issue. Having immediate access to accurate asset data eliminates the need to hunt for the data manually, allowing you to diagnose and resolve incidents much faster.
- Enhanced Visibility into IT Environments
In many organizations, IT environments are complex and rapidly changing. New devices, applications, and services are regularly added, creating an ever-evolving landscape that is difficult to track using spreadsheets and lists.
Lansweeper’s continuous network scanning ensures that your CMDB is always accurate and up to date, reflecting the current state of the IT environment. With this enhanced visibility, you can quickly see how different assets are interconnected, assess potential points of failure, and predict the wider impact of an incident.
Additionally, with accurate asset information, you can proactively monitor critical systems and identify potential vulnerabilities before they cause incidents. This proactive approach improves incident response times and helps prevent incidents from occurring in the first place.
- Automated Incident Escalation and Resolution
The integration between Lansweeper and Jira Service Management automates many of the manual tasks involved in incident management, further accelerating the resolution process. For example, when an incident is logged, the Lansweeper data can automatically populate the relevant asset information in the incident report, saving time and ensuring accuracy.
This automation extends to the escalation process as well. With accurate asset data linked to incidents, you can quickly determine the priority and urgency of an issue, ensuring that critical incidents are escalated appropriately. If the affected asset is part of a high-priority system or is connected to multiple business-critical services, the incident can be prioritized over others.
What’s more, since the asset data is automatically synced with the incident management process, there’s less risk of missing important details or making incorrect assumptions about the nature of the problem.
- Improved Collaboration Between IT Teams
Effective incident management often requires collaboration across multiple IT teams; a network issue may require input from both the infrastructure and security teams, while a software bug might involve collaboration between the development and operations teams.
With the Lansweeper JSM integration, all relevant asset data is stored in Jira’s centralized CMDB, making it accessible to everyone involved in the incident management process. This shared visibility fosters better collaboration by ensuring that all teams are working with the same accurate, up-to-date information.
By having a unified view of the affected assets, teams can collaborate more efficiently, share insights, and resolve incidents faster.
Problem Solved!
The integration of Lansweeper’s asset discovery data with Jira Service Management’s incident management capabilities represents a powerful solution for IT teams seeking to streamline their incident response processes. With an accurate, automatically updated CMDB on-hand, you can quickly identify potential causes, while benefiting from improved visibility and automated incident management workflows.
Learn more about how the Lansweeper App for JSM can streamline and accelerate incident management in your organization.
Lansweeper + Jira Service Management
An integration delivering precise and comprehensive technology asset intelligence, ensuring seamless activation and management of your IT environment
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