Announcing Integration with ServiceNow Customer Service Cases

Furthering Data Protection Automation Across IT Ticketing

October 7, 2021

Furthering Data Protection Automation Across IT Ticketing

Bellevue, WA — Bocada LLC, an award-winning IT automation company, has announced support for backup failure ticketing automation with ServiceNow Customer Cases. Organizations using ServiceNow’s newly-introduced Customer Service Cases for ticketing management will have an automated way to open, monitor, and close ticket cases associated with backup job failures, consecutive failures, and storage performance. This adds to Bocada’s already native support for ServiceNow Incidents, giving organizations the flexibility to select the ticketing approach that works best for them.

With Bocada’s ServiceNow Customer Service Cases integration, administrators can create rules to automate case creation for backup-related issues that need further attention. Cases are automatically populated with relevant information, including backup error messages, assignment groups, and affected assets, giving administrators the information they need in-hand to resolve failure issues. Further, cases are dynamically updated in the event of subsequent failures to avoid redundant tickets and are automatically closed when specific criteria are met. Through Bocada’s dashboard, administrators can stay apprised of case updates made in ServiceNow including team member assignment, ticket state and urgency, and resolution status.

According to Matt Hall, Bocada’s sales leader, the latest integration reflects the need for streamlined operations when faced with more robust ITSM features. “Best-in-class ITSM solutions like ServiceNow are offering more holistic ways to manage and resolve incidents by going above and beyond basic ticketing. Our end-to-end automation of ServiceNow case management ensures that users can leverage this full suite of features while still optimizing how they oversee their IT operations.

Complete ticketing automation for ServiceNow Customer Service Cases will be available to users with Bocada 21.3.10. To learn more about Bocada’s ServiceNow cases automation capabilities, email us at sales@bocada.com or call +1-425-898-2400.

About Bocada:

Bocada LLC, a global IT Automation leader, delivers backup reporting and monitoring solutions that give enterprises complete visibility into their backup performance. Bocada provides insight into complex backup environments, enabling IT organizations to save time, automate ongoing reporting activities, and reduce costs. With the largest installed customer base in the Fortune 500, Bocada is the world’s leading provider of backup reporting automation. For more information, visit www.bocada.com.