We are pleased to announce the general availability of the SMA ChatOps 2017.11, which consists of SM ChatOps 2.0 and UCMDB ChatOps 2.0, facilitating the end-to-end incident management process using the integrated ChatOps solution.
Since the first release of SM ChatOps last year, we’ve continuously collected customer feedback to continue to improve the product. The feedback largely revolves around two aspects – the lack of on-premises collaboration tool and the deficiency of security enforcement. This new release has addressed these gaps and has further enriched the ChatOps commands for the incident management process.
There are several themes carried through this new release. Let’s take a deep dive into the details.
Holistic incident management process using ChatOps
With the combination of SM ChatOps and UCMDB ChatOps, the integrated SMA ChatOps solution is able to facilitate the end-to-end incident management process. This includes incident creation, incident investigation, diagnosis and resolution, as well as incident closure.
There are some typical incident management scenarios where ChatOps can significantly accelerate team communications and efficiently improve team collaboration, for example:
- Major incident handling — In a war room with a large group of IT agents and other relevant stakeholders
- Direct incident creation via chat channel — Especially when IT agent is using a ChatOps mobile app
- Effective incident diagnosis — Such as review impact analysis and understand change history
Additionally, the list below shows all of the supported ChatOps features.
SM ChatOps – Now you can create incidents, get incidents, update incidents, assign incidents, add activities, attach conversations, resolve incidents, escalate incidents and close incidents.
UCMDB ChatOps – Search CIs, get CI details, get impact analysis, and get change history.
Figure 1 – Update and get incident in MS Teams
Figure 2 – Review impact analysis in MS Teams
More collaboration tool support
In addition to Slack, with the ITOM ChatOps Platform adoption, now we confidently claim that both SM ChatOps and UCMDB ChatOps can support more collaboration tools such as MS Teams and Mattermost. Actually, we have partnered with both Microsoft and Mattermost, jointly helping our customers adopt the ChatOps solution.
Here is some additional useful information about MS Teams and Mattermost that you may want to know.
MS Teams is a SaaS collaboration tool, and is free if you’re already using MS Office 365. Additionally, MS Teams is going to replace Skype for Business, and on the Microsoft webpage it says “Teams will evolve as the primary client for intelligent communications in Office 365, replacing the current Skype for Business client over time”. Thus, it sounds like be a good deal for an organizations using MS Office 365.
Figure 3 – Create incident in MS Teams
Mattermost is an on-premises collaboration tool, and it has its own pricing model including a free option and two other commercial options. Furthermore, it is regarded as private cloud Slack-alternative. With these capabilities in mind, it should be more appropriate to the security-sensitive customers, e.g. financial and banking industry, telecommunications, government sector, etc.
Figure 4 – Create incident in Mattermost
ITOM ChatOps Platform adoption
As mentioned above, after adopting the ITOM ChatOps Platform enabling the integration with MS Teams and/or Mattermost becomes quicker and easier. Besides that, in terms of integration standardization and simplification with various collaboration tools, the ITOM ChatOps Platform adoption brings a lot of extra benefits you can’t miss out on. Some of these benefits include:
- Authentication improvement for security enforcement
- Unified APIs, e.g. create/delete channel, invite participants, etc.
- Response rendering, aimed to translate returned messages into collaboration tool specific representation
Figure 5 – The ITOM ChatOps Platform architecture
The new ChatOps release also updates the compatibility matrix accordingly. Now, SM ChatOps supports SM Classic 9.41 and 9.5x, while UCMDB ChatOps supports UCMDB Classic 10.31, 10.32, 10.33.
You may have your question whether the solution can work with the containerized SM and/or UCMDB versions. We haven’t started to extend the compatibility matrix to the containerized products, but it doesn’t mean it is impossible. It has been captured in the ChatOps roadmap and will be addressed in a following release.
Last but not least, if you have any query feel free to raise your questions into the ITSMA ChatOps Forum, and we are happy to provide timely support. And feel free to leave a comment below. We look forward to hearing from you.